A Social Informational Processing Lens on Multi-Foci Mistreatment: Roles of Customer Orientation and Power Distance

Xingyu Wang, Xiaolin Shi, YooHee Hwang, Jingwen Yan, Huy Gip

Research output: Journal article publicationJournal articleAcademic researchpeer-review

Abstract

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.

Original languageEnglish
JournalJournal of Hospitality and Tourism Research
Early online date10 May 2023
DOIs
Publication statusPublished - May 2023

Keywords

  • customer orientation
  • power distance belief
  • sabotage toward customers
  • social information processing

ASJC Scopus subject areas

  • Education
  • Tourism, Leisure and Hospitality Management

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