Daily relationships between customer incivility,organizational control,self-efficacy,and service performance |
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| Institution: | 1. Inha University, South Korea;2. Hanyang Univeristy, South Korea;1. Marketing, Indian Institute of Management Calcutta, India;2. Marketing, Department of Strategy and Management, NHH Norwegian School of Economics, Bergen, Norway;3. Digital Innovation for Growth (DIG), NHH Norwegian School of Economics, Bergen, Norway;4. Marketing, Indian Institute of Management, Ahmedabad, India;1. Institute of Business Studies, Kohat University of Science & Technology, Pakistan;2. Department of Management Sciences, COMSATS University Islamabad, Wah Campus, Wah Cantt, Pakistan;3. Institute of Business Studies, Kohat University of Science & Technology, Kohat, Pakistan;4. Institute of Business and Management Sciences, UOA, Peshawar, Pakistan;5. College of Hospitality and Tourism Management, Sejong University, Seoul, 05006, South Korea;6. Social Matters Research Group, Universidad Loyola Andalucía, C/ Escritor Castilla Aguayo, 4, 14004 Córdoba, Spain;1. ESCP Business School Berlin, Heubnerweg 8-10, D-14059, Berlin, Germany;2. Consultant at the Berlin-Brandenburg Statistics Office, Statistical Methods and Policy Issues Unit, Alt-Friedrichsfelde 60, 10315, Berlin, Germany;1. Energy Environment Policy and Technology, Graduate School of Energy and Environment (KU-KIST Green School), Korea University, 145 Anam-ro, Sungbuk-gu, Seoul, Republic of Korea;2. Policy Department, Korea Institute of Science and Technology, 5, Hwarang-ro 14-gil, Seongbuk-gu, Seoul, 02792, Republic of Korea;3. Department of Industrial and Management Systems Engineering, Department of Big Data Analytics, Kyung Hee University, 1732 Deogyeong-daero, Giheung-gu, Yongin, Gyeonggi, 17104, Republic of Korea;4. College of Business, Gachon University, 1342 Seongnam-daero, Sujeong-gu, Seongnam-si, Gyeonggi-do, 13120, Republic of Korea;5. Division of Data and Information Sciences (Major of Big Data Convergence), Pukyong National University, 45, Yongso-ro, Nam-gu, Busan, 48513, Republic of Korea |
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| Abstract: | Despite increasing research regarding the buffering conditions of customer incivility, little attention has been paid regarding how firm-driven tactics can serve as buffers between customer incivility and work outcomes. To fill this gap in the literature, our research assessed the relationship between daily customer incivility, next-morning self-efficacy as it related to next-day service performance, and the cross-level moderating effect of perceived organizational control. Using the experience sampling method, we collected diary data from 135 South Korean service employees over five consecutive working days. The results of our multilevel analyses showed that customer incivility from one day had a significant indirect effect on next-day service performance through next-morning self-efficacy. Employees’ perceptions of behavior-based organizational control mitigated the negative relationship between daily customer incivility and next-morning self-efficacy. However, perceived outcome-based organizational control did not moderate the daily customer incivility-self-efficacy relationship. These findings suggest that managing service employees with behavior-based control is more effective than using outcome-based control when helping them cope with daily customer incivility. |
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| Keywords: | Customer incivility Self-efficacy Service performance Organizational control Experience sampling method |
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