Relationshıp Between Customer Incivility, Perceived Organizational Support and Employee Performance

Abstract

Purpose – Due to sudden changes and crises in business environment, frontline service employees in tourism industry are increasingly facing work-related stress. One of these stressors is workplace incivility, which has been found to negatively affect job outcomes. This study aims to identify the mediating role of perceived organizational support (POS) in the relationship between customer incivility (CI) and employee performance (EP). Design/methodology/approach – In this study, data were collected using the quantitative research method using the survey technique. The research data were collected from frontline service employees (service, front office, and housekeeping) working in 4 and 5 star hotels in Istanbul. SPSS 24.0 and AMOS 23.0 statistical programs were used to test the model and hypotheses established in the study. Findings – The research results show that customer incivility has a negative and significant effect on employee performance and perceived organizational support, while perceived organizational support has a positive and significant effect on employee performance. Morever, the mediating role of perceived organizational support in the relationship between customer incivility and on employee performance was determined. Discussion – The results indicate that customer incivility has a negative and significant effect on employee performance. Moreover, perceived organizational support mediates this relationship. The findings invite organizations to recognize the negative effects of customer incivility in working environment, stop inappropriate behaviour toward employees, and understand employees' emotions. The study contributes significantly to raising awareness of the harmful effects of incivility in the workplace by customers.