Abstract
Drawing on conservation resources theory, this study examined the relationships between customer incivility, supervisor incivility, and job performance. The study also investigated the mediating role of psychological distress and the moderating role of mindfulness in the above relationships. The findings, based on a data set collected from frontline employees working at an airport terminal in Vietnam, showed that psychological distress mediated the impacts of both customer incivility and supervisor incivility on extra-role performance but not on in-role performance. Finally, mindfulness mitigated the negative effects of both customer incivility and supervisor incivility on psychological distress. These findings offer a number of implications for theory and practice.
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Data availability
The data that support the findings of this study are available on request from the corresponding author. The data are not publicly available due to containing information that could compromise the privacy of research participants.
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We would like to express our deepest gratitude to the Editor and two anonymous reviewers for their constructive comments contributing to improve the quality of the paper.
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This research is supported by UEH University under the Grant No. 2024-05-06-2257.
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Tam, D.U., Trang, N.T.M. Customer and supervisor incivility, psychological distress, and job performance among airport frontline employees: the moderating role of mindfulness. Serv Bus (2024). https://doi.org/10.1007/s11628-024-00565-z
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DOI: https://doi.org/10.1007/s11628-024-00565-z