Next Article in Journal
Multidisciplinary Optimization of Life-Cycle Energy and Cost Using a BIM-Based Master Model
Next Article in Special Issue
Intrapreneurial Self-Capital and Sustainable Innovative Behavior within Organizations
Previous Article in Journal
The Effect of Firewood Moisture Content on the Atmospheric Thermal Load by Flue Gases Emitted by a Boiler
Previous Article in Special Issue
Migrant Workers and Physical Health: An Umbrella Review
Article Menu
Issue 1 (January-1) cover image

Export Article

Open AccessArticle

The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance

1
Department of Brain and Behavioral Science, Unit of Applied Psychology, University of Pavia, Piazza Botta, 11, 27100 Pavia, Italy
2
Department of Personnel & Employment Relations, Kemmy Business School, University of Limerick, Limerick V94 T9PX, Ireland
*
Author to whom correspondence should be addressed.
Sustainability 2019, 11(1), 285; https://doi.org/10.3390/su11010285
Received: 27 November 2018 / Revised: 23 December 2018 / Accepted: 28 December 2018 / Published: 8 January 2019
(This article belongs to the Special Issue Psychology of Sustainability and Sustainable Development)
  |  
PDF [1061 KB, uploaded 8 January 2019]
  |     |  

Abstract

In the service sector, customer-related social stressors may weaken employees’ well-being, impairing job-related outcomes. Drawing on the Conservation of Resources theory and on the psychology of sustainability, fostering personal resources become critical to encourage service providers who can effectively manage such job demands. This study investigated how customer-related social stressors and customer orientation influence service recovery performance and whether resilience buffers the negative effects of customer incivility on service recovery performance. One hundred and fifty-seven Italian customer-contact employees completed a questionnaire analyzing customer incivility, customer-related social stressors, resilience, customer orientation, and service recovery performance. Regression analyses and SEMs were conducted. Although all customer-related social stressors indirectly and negatively influenced service recovery performance by increasing burnout symptoms, customer incivility only exerted a direct and detrimental impact on service recovery performance. Customer orientation was directly and positively associated with service recovery performance. Highly resilient employees were less affected by variations in service recovery performance across customer incivility levels. Within the psychology of sustainability framework, promoting resilient workplaces is crucial to foster healthy and sustainable work settings. Service organizations can greatly benefit from providing their employees with psychological resilience training programs, cultivating high customer-oriented attitudes through mentoring sessions, and hiring highly customer-oriented and resilient employees for customer-contact occupations. View Full-Text
Keywords: customer-related social stressors; resilience; customer orientation; service recovery performance; psychology of sustainability customer-related social stressors; resilience; customer orientation; service recovery performance; psychology of sustainability
Figures

Figure 1

This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).
SciFeed

Share & Cite This Article

MDPI and ACS Style

Sommovigo, V.; Setti, I.; Argentero, P. The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance. Sustainability 2019, 11, 285.

Show more citation formats Show less citations formats

Note that from the first issue of 2016, MDPI journals use article numbers instead of page numbers. See further details here.

Related Articles

Article Metrics

Article Access Statistics

1

Comments

[Return to top]
Sustainability EISSN 2071-1050 Published by MDPI AG, Basel, Switzerland RSS E-Mail Table of Contents Alert
Back to Top