Service Under Strain: Exploring the Roles of Supervisor and Coworker Support in the Context of Customer Incivility

Abstract

Purpose – In recent years, the impact of employee Behaviours and emotional reactions on organisational processes has been increasingly recognised. Building on this understanding, this study examines the relationships among customer incivility, job stress, and turnover intention among hotel employees and analyses the moderating role of perceived supervisor and co-worker support on these relationships.
Design/methodology/approach – The survey method, classified as a descriptive model type, was chosen for the research objectives. The quantitative approach was implemented. The research data were gathered from hotel employees in Antalya, Turkey’s premier tourism destination. The sample of the study consists of 397 people working in twenty-two 5-star hotels in Antalya.
Results – The results indicate that job stress functions as a complete mediator in the association between customer incivility and turnover intention. Moreover, perceived supervisor support significantly moderates the relationship between customer incivility and turnover intention, but co-worker support exhibits no considerable moderating impact.
Discussion – The findings draw attention to the importance of supervisor support in reducing stress-related turnover intentions and highlight the need to develop supportive work environments that prioritise the well-being of employees in hotel businesses.