Does resilience buffer the negative effects of tolerance of workplace incivility in the hospitality context?

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2024-11-28 DOI:10.1016/j.ijhm.2024.104005

Poornima Madan , Shalini Srivastava , Bhumika Gupta , Prasoon M. Tripathi

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引用次数: 0

Abstract

The present study examines the negative outcomes triggered by tolerance of workplace incivility, i.e., a reduced organizational citizenship behavior (OCB) and increased emotional exhaustion, which may seriously affect the performance of individuals and organizations in the hospitality sector. The study further seeks the mechanism through which the negative impact may be checked by considering the psychological contract violation as a mediator and resilience as a moderator. Through the online platform Prolific Academic, we evoked the COR theory to test the hypothesized relationships from the data from 329 hotel employees in the UK and USA. Utilizing PLS-SEM, the results show a positive and significant association between tolerance of workplace incivility and psychological contract violation. The present study's novelty signifies how psychological contract violation significantly mediates the relationship between tolerance of workplace incivility and OCB and between tolerance of workplace incivility and emotional exhaustion. Furthermore, another notable finding of the study is that resilience was not a significant moderator in the relationship between psychological contract violation and OCB and between psychological contract violation and emotional exhaustion. Our findings suggest a noteworthy cognizance of advancing the theoretical and practical application of tolerance of workplace incivility and psychological contract violation in hospitality organizations.

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在待客环境下，弹性是否缓冲了容忍工作场所不文明行为的负面影响？

本研究考察了容忍工作场所不文明行为所引发的负面结果，即组织公民行为（OCB）的减少和情绪耗竭的增加，这可能严重影响接待部门个人和组织的绩效。本研究以心理契约违反为中介，心理弹性为调节因素，进一步探索消极影响的抑制机制。通过在线平台高产学术，我们从英国和美国的329名酒店员工的数据中引用了COR理论来检验假设的关系。利用PLS-SEM分析，结果显示工作场所不文明行为容忍度与心理契约违反之间存在显著正相关。本研究的新颖性揭示了心理契约违反在工作场所不文明容忍与组织公民行为、工作场所不文明容忍与情绪耗竭之间的中介作用。此外，本研究的另一个显著发现是，在心理契约违反与组织行为、心理契约违反与情绪耗竭的关系中，弹性并不是显著调节因子。我们的研究结果提出了一个值得注意的认识，即在酒店组织中推进对工作场所不文明行为和心理契约违反的容忍的理论和实际应用。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.