Family incivility and service delivery of frontline hotel employees

Roles of negative rumination, psychological capital and perceived organisational support

Datos Bibliográficos

ID21620172
AutoresVijay Kuriakose (0000-0002-6540-4669, Xavier School of Management), Dhanya T S, T S Dhanya (Kerala University of Fisheries and Ocean Studies), Frank Hycinth
Año2023
Volumen34
Número4
Páginas692-716
Fecha de publicación2023-07-18
Peer ReviewedSí
Open AccessSí
TipoARTICLE
RevistaInternational Journal of Conflict Management (JOURNAL)
Identificadores de la revistaISSN: 1044-4068 • E-ISSN: 1758-8545
EditorialEmerald (PUBLISHER)
DOI10.1108/ijcma-12-2022-0207
OpenAlexW4365152772
IdiomaEN
Citas recibidas2
Referencias citadas100

Purpose This study anchoring on the theory of conservation of resources examines the relationship between family incivility, negative rumination and service delivery. This study also analyses the mediating role of negative rumination in the relationship between family incivility and service delivery. This study also examines psychological capital and perceived organisational support (POS) as boundary conditions influencing the relationships postulated in the study. Design/methodology/approach To test the relationships among the variables, responses were drawn from 419 frontline hotel employees at two-time points and the hypothesised relationships were tested using structural equation modelling. Findings The structural equation modelling analysis proved that family incivility is negatively related to service delivery. It was also found that family incivility is positively associated with negative rumination and an inverse relationship between negative rumination and service delivery. This study also found support for the mediating role of negative rumination and the moderating roles of psychological capital and perceived organisational support. Practical implications This study findings extend the theory and provide guidelines for managers to mitigate the adverse effect of family incivility on employees and their service delivery. Employees and managers can use psychological capital and POS as strategies to prevent the spill-over effect of family incivility on service delivery. Originality/value To the best of the authors’ knowledge, no prior studies have examined the effect of family incivility on service delivery. By establishing the mediating mechanism and boundary conditions, this study adds value to the theory and practice

Business · Incivility · Rumination · Structural equation modeling · Job Satisfaction and Organizational Behavior · Psychology · Social Psychology · Work-Family Balance Challenges · Workaholism, burnout, and well-being · Marketing