Mediating mechanisms in the relationship between supervisor incivility and employee service delivery in the hospitality industry

Abstract

Purpose This study aims to investigate the influence of supervisor incivility on employees’ general self-efficacy and engagement and their mediating roles in a relationship between supervisor incivility and employees’ service delivery. The study also explores how gender (dis)similarities between supervisors and subordinates affect these relationships. Design/methodology/approach A total of 276 frontline hotel employees in the US Midwest participated in the study. The research model was examined through a two-step structural equation modeling. Findings The study findings suggest that an uncivil supervisor negatively influences hotel employees’ self-efficacy and engagement level, which served as underlying mechanisms connecting supervisor incivility with reduced service delivery. The findings did not support the moderating role of gender (dis)similarity. Practical implications The results of the current study should urge organizations to acknowledge the detrimental impact of workplace incivility and to commit to the prevention and termination of employee mistreatment. Organizations make efforts to ensure that supervisors serve their internal customers with support and gratitude and help enhance employees’ psychological resources. Originality/value The current study advanced the body of literature by suggesting an integral psychological underlying mechanism linking uncivil treatment and declined performance in the hospitality industry.