The Impact of Customer Incivility on Employees' Intention to Leave in Five-Star Hotels: The Moderating Role of Self-Compassion and Workplace Friendship

Document Type : Original Article

Authors

1 Hotel Management Department, Faculty of Tourism and Hotels, University of Sadat City, Egypt

2 Hotel Studies Department, Faculty of Tourism and Hotels, Mansoura University, Egypt

3 Hotel Management Department, Faculty of Tourism and Hotels, Helwan University, Egypt

Abstract

Building upon social cognitive theory, this study proposed that customer incivility directly influences employees’ turnover intention. Furthermore, it posited that self-compassion and workplace friendship act as moderators in the relationship between customer incivility and employees’ intention to leave. Leveraging a PLS-SEM approach, the study model was tested using data collected from 392 employees working in five-star hotels within the Greater Cairo area.  The results provide empirical support for the hypothesized positive relationship between customer incivility and employees’ intention to leave. Furthermore, self-compassion and workplace friendship were identified as significant moderators, with a negative moderating effect on the relationship between customer incivility and intention to leave. These findings contribute valuable theoretical and practical insights into understanding customer incivility within the Egyptian hotel sector. The study highlighted the importance of cultivating a culture that promotes self-compassion and workplace friendship. By recommending strategies that foster these resources, hospitality organizations can effectively mitigate the detrimental effects of customer incivility on employee retention.

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