A Social Informational Processing Lens on Multi-Foci Mistreatment

Roles of Customer Orientation and Power Distance

Dados Bibliográficos

ID7159698
AutoresXingyu Wang (0000-0003-4419-6589, School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong, autor correspondente), Xiaolin Shi (0000-0001-7022-7882, Hong Kong Polytechnic University), Yoohee Hwang (0000-0002-4394-2781, School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong), Jingwen Yan (0009-0002-6130-537X, School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong), Huy Gip (0000-0002-5734-706X, University of Houston)
Ano2025
Volume49
Fascículo1
Páginas57-71
Data de publicação2025-01-01
Peer ReviewedSim
Open AccessSim
TipoARTICLE
PeriódicoJournal of Hospitality & Tourism Research (JOURNAL)
Identificadores do periódicoISSN: 1096-3480 • E-ISSN: 1557-7554
EditoraSAGE Publications Inc (PUBLISHER)
DOI10.1177/10963480231168610
OpenAlexW4376106597
IdiomaEN
Citações recebidas2
Referências citadas78

Drawing on social information processing theory, this set of studies aims to examine hospitality frontline employees’ sabotage toward customers following workplace mistreatment, namely customer incivility and abusive supervision. In addition, employees’ power distance belief and customer orientation are identified as individual contingency factors that alter employees’ sabotage behavior following mistreatment. A multi-method approach with cross-sectional and experimental designs was adopted. In Study 1, 347 Chinese hospitality frontline employees provided survey data in a cross-sectional design. In Study 2, 191 U.S. hospitality frontline employees were recruited for a between-subjects scenario-based experiment. The findings reveal the complementary roles of customers and supervisors as informational sources that jointly determine employees’ sabotage behaviors. In addition, in line with social information processing theory, employees’ personal characteristics regarding the perception of informational sources (power distance belief and customer orientation) were found to significantly alter employees’ sabotage behavior derived from multi-foci workplace mistreatment

Business · Contingency theory · Hospitality · Hospitality industry · Knowledge management · Perception · Computer Science · Customer Service Quality and Loyalty · Job Satisfaction and Organizational Behavior · Psychology · Social Psychology · Workplace Violence and Bullying · Marketing