Customer Incivility and Employees Work Withdrawal in Tourism and Hospitality Establishments: The Mediating Role of Organizational Frustration and Moderator Role of Procedural Injustice | ||||
| The International Journal of Tourism and Hospitality Studies | ||||
| Volume 7, Issue 1, July 2024, Page 211-233 PDF (616.09 K) | ||||
| Document Type: Original Article | ||||
| DOI: 10.21608/ijthsx.2024.324251.1120 | ||||
 View on SCiNiTO | ||||
| Authors | ||||
Sameh Fayyad 1; Ahmed Abd El_shafy Salim2; Mohamed Abdel Aziz Abed 3; Sally Fathy El-Sayed  4
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| 1Associate Professor, Hotel Management Dept, Faculty of Tourism and Hotels, Suez Canal University, Ismailia, Egypt, Editorial Manager of Journal of Association of Arab Universities for Tourism and Hospitality | ||||
| 2Oct 6 university | ||||
| 3Faculty of Tourism and Hotel Management October 6 University | ||||
| 4Faculty of Tourism and Hotel Management- October 6 University | ||||
| Abstract | ||||
| The study examines the consequences of customer incivility, organizational frustration, and procedural injustice on frontline employees’ work withdrawal intention. An online questionnaire-based survey approach was used to capture the opinion of (274) frontline employees working in five-star hotels in Sharm El-Sheikh city and tourism companies and agencies in Cairo city from May to July 2024. The hypotheses were evaluated by using "Structural Equation Modeling" (SEM) with the "Partial least squares" SmartPLS version 3.0. program. The study was based on four variables derived mainly from valid theoretical studies and background. Hypotheses of the study were tested, and it was revealed that customer incivility positively affects employees’ desires to withdraw from their job, which is also severely affected by organizational frustration. It also demonstrated that procedural injustice moderates the correlation between customer incivility and organizational frustration. The study proposes that supervisors in tourism and hotel businesses should help employees avoid submissive reactions to customer incivility, emphasizing respect for business policies and seeking satisfactory solutions. Management should encourage employees to handle customer incivility as a personal and professional development challenge, providing training and resources. Supervisors should acknowledge efforts of employees and appreciate them. Effective communication between employees and managers can facilitate dealing with work conflicts, improve employees' psychology, raise morale, and reduce frustration, enhancing their feelings of belonging and loyalty. | ||||
| Keywords | ||||
| Customer incivility; Work Withdrawal; Organizational Frustration; Procedural Injustice; Structural Equation Modeling | ||||
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