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Lookup NU author(s): Dr Saurabh BhattacharyaORCiD, Professor Suraksha Gupta
This work is licensed under a Creative Commons Attribution 4.0 International License (CC BY 4.0).
Leveraging moral disengagement theory, the objective of this study is to explore the underlying mechanisms and boundary conditions under which frontline employees withdraw from customer-oriented citizenship behavior (CCB) in response to customer incivility. We test moderated mediation models in the hotel context using a three-wave survey with 307 employee–supervisor dyads. Our findings suggest that employees encountering uncivil customer interactions withdraw more from CCB. This relationship is mediated by moral disengagement. Moral identity and ethical climate moderate this mediated relationship such that when moral identity and perceived ethical climate are high, there is less moral disengagement in response to uncivil behavior. Consequently, withdrawal from CCB is also less in the presence of high values of these moderators. Our findings have implications for frontline employees’ management.
Author(s): Agnihotri A, Bhattacharya S, Gupta S
Publication type: Article
Publication status: Published
Journal: Journal of Business Research
Year: 2023
Volume: 165
Print publication date: 11/10/2023
Online publication date: 11/10/2023
Acceptance date: 11/10/2023
Date deposited: 07/11/2023
ISSN (print): 0148-2963
ISSN (electronic): 1873-7978
Publisher: Elsevier
URL: https://doi.org/10.1016/j.jbusres.2023.114027
DOI: 10.1016/j.jbusres.2023.114027
ePrints DOI: 10.57711/8yhk-gv97
Data Access Statement: The data that has been used is confidential.
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