Date of Publication

4-24-2023

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Interdisciplinary Business Studies

Subject Categories

Hospitality Administration and Management

College

Ramon V. Del Rosario College of Business

Department/Unit

Decision Sciences and Innovation Dept

Thesis Advisor

Patrick R. Hariramani

Defense Panel Chair

Ma. Louise Gena Crisologo

Defense Panel Member

Emmanuel Fernando Jimenez

Abstract/Summary

This research aims to identify the effects of customer incivility on the performance of frontline employees in Two Seasons Hotel and Resorts and how different levels of organizational control methods moderate the relationship between customer incivility and employee outcomes. Changing times call for new ways of handling the service industry. However, despite the many changes that the pandemic has brought to the hotel and restaurant service industries, customer incivility remains a constant challenge that those in the service industry must anticipate and take seriously.

To be able to do this, the researchers surveyed 125 employees of Two Seasons Hotel and Resorts regarding their experiences with customer incivility and their performance, as well as the level of organizational control they experience in their workplace. Responses to the survey are then analyzed using various quantitative analysis methods. To have a more qualitative analysis of the case, the researchers interviewed 17 rank-and-file employees and top management of Two Seasons Hotel and Resorts. Their responses to the interview questions gave the researchers a more comprehensive interpretation of the results of the quantitative data they gathered.

The combination of the quantitative and qualitative data collected by the researchers allowed a more thorough understanding of the case being studied. Although customer incivility is usually expected to have a negative effect on the performance of service employees, this research investigated the long-term positive effects of customer incivility on employees and how the impact of organizational control helps in decreasing even further the possible negative impact of customer incivility on employee outcome, making it a reliable moderating variable in improving employee performance despite many adversaries in the workplace.

Keywords: Customer incivility, organizational control, employee outcomes, hotel industry, human resource management, frontline employees

Abstract Format

html

Language

English

Format

Electronic

Keywords

Consumer behavior; Customer relations; Hotels—Customer services

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Embargo Period

4-23-2023

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