Abstract
This study investigates the mediating role of meaningfulness in the connection between human resource management practices (HRMPs) and service recovery performance (SRP) and the moderating effects of customer incivility in the relationship between meaningfulness and SRP. The current study employs convenience sampling to collect cross-sectional data from 454 hotel employees in Bangladesh and analyses using SmartPLS. HRMPs and meaningfulness are significantly correlated, as is meaningfulness with SRP. Meaningfulness mediates the relation between HRMPs and SRP. Employee-perceived customer incivility also negatively moderates the connection between meaningfulness and SRP. This study contributes to existing research by applying the theory of self-concordance and the cognitive appraisal theory of stress to test the mediating and moderating effects of meaningfulness and employee-perceived customer incivility, respectively. The implications are discussed.
| Original language | English |
|---|---|
| Journal | International Journal of Hospitality and Tourism Administration |
| DOIs | |
| Publication status | E-pub ahead of print - Jul 2025 |
Keywords
- customer incivility
- hospitality
- human resource management practices
- Meaningfulness
- service recovery performance
ASJC Scopus subject areas
- Tourism, Leisure and Hospitality Management
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