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The role of service providers’ resilience in buffering the negative impact of customer incivility on service recovery performance

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dc.contributor.author Sommovigo, Valentina
dc.contributor.author Setti, Ilaria
dc.contributor.author Argentero, Piergiorgio
dc.date.accessioned 2019-01-15T15:35:56Z
dc.date.available 2019-01-15T15:35:56Z
dc.date.issued 2019
dc.identifier.uri http://hdl.handle.net/10344/7488
dc.description peer-reviewed en_US
dc.description.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. en_US
dc.language.iso eng en_US
dc.publisher MDPI en_US
dc.relation.ispartofseries Sustainability;11, 285
dc.relation.uri https://doi.org/10.3390/su11010285
dc.subject customer-related social stressors en_US
dc.subject resilience en_US
dc.subject customer orientation en_US
dc.subject service recovery performance en_US
dc.subject psychology of sustainability en_US
dc.title The role of service providers’ resilience in buffering the negative impact of customer incivility on service recovery performance en_US
dc.type info:eu-repo/semantics/article en_US
dc.type.supercollection all_ul_research en_US
dc.type.supercollection ul_published_reviewed en_US
dc.identifier.doi 10.3390/su11010285
dc.rights.accessrights info:eu-repo/semantics/openAccess en_US


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