Workplace incivility in restaurants: Who’s the real victim? Employee deviance and customer reciprocity

Ambrose, 2015, Can I help you? Employee prosocial rule breaking as a response to organizational mistreatment of customers, 1 Andersson, 1999, Tit for tat? The spiraling effect of incivility in the workplace, Acad. Manag. Rev., 24, 452, 10.5465/amr.1999.2202131 Babalola, 2019, Negative workplace gossip: its impact on customer service performance and moderating roles of trait mindfulness and forgiveness, Int. J. Hosp. Manag., 80, 136, 10.1016/j.ijhm.2019.02.007 Baker, 2018, Other customer service failures: emotions, impacts, and attributions, J. Hosp. Tour. Res., 42, 1067, 10.1177/1096348016671394 Bies, 1998, Revenge in organizations: the good, the bad, and the ugly, 49 Blader, 2013, Fairness lies in the heart of the beholder: how the social emotions of third parties influence reactions to injustice, Organ. Behav. Hum. Decis. Process., 121, 62, 10.1016/j.obhdp.2012.12.004 Bloisi, 2008, Abusive work practices and bullying among chefs: a review of the literature, Int. J. Hosp. Manag., 27, 649, 10.1016/j.ijhm.2007.09.001 Bloisi, 2008, Abusive work practices and bullying among chefs: a review of the literature, Int. J. Hosp. Manag., 27, 649, 10.1016/j.ijhm.2007.09.001 Butterfield, 2005, Fifty years of the critical incident technique: 1954-2004 and beyond, Qual. Res., 5, 475, 10.1177/1468794105056924 Cialdini, 2002, The science and practice of persuasion, Cornell Hotel Restaur. Adm. Q., 43, 40, 10.1177/001088040204300204 Clark, 2007 Cropanzano, 2005, Social exchange theory: an interdisciplinary review, J. Manage., 31, 874 Cropanzano, 2017, Deontic justice and organizational neuroscience, J. Bus. Ethics, 144, 733, 10.1007/s10551-016-3056-3 Cugueró-Escofet, 2014, One justice or two? A model of reconciliation of normative justice theories and empirical research on organizational justice, J. Bus. Ethics, 124, 435, 10.1007/s10551-013-1881-1 Dai, 2019, Engage or quit? The moderating role of abusive supervision between resilience, intention to leave and work engagement, Tour. Manag., 70, 69, 10.1016/j.tourman.2018.07.014 Daniel, 1997, The ethical issues rating scale: an instrument for measuring the ethical orientation of college students toward various business practices, Educ. Psychol. Meas., 57, 515, 10.1177/0013164497057003012 Dhanani, 2019, It’s not personal: a review and theoretical integration of research on vicarious workplace mistreatment, J. Manage., 45, 2322 Dhanani, 2019, It’s not personal: a review and theoretical integration of research on vicarious workplace mistreatment, J. Manage., 45, 2322 Dunford, 2015, Be fair, your employees are watching: a relational response model of external third‐party justice, Pers. Psychol., 68, 319, 10.1111/peps.12081 Einarsen, 2007, Destructive leadership behaviour: a definition and conceptual model, Leadersh. Q., 18, 207, 10.1016/j.leaqua.2007.03.002 Erez, 2015, How working memory mediates the relationship between incivility and performance, 2015, 13658 Folger, 2001, Fairness theory: justice as accountability, Adv. Organ. Justice, 1, 1 Grace, 2007, How embarrassing! An exploratory study of critical incidents influencing affective reactions, J. Serv. Res., 9, 271, 10.1177/109467050700900305 Grandey, 2004, The customer is not always right: customer aggression and emotion regulation of service employees, J. Organ. Behav., 25, 397, 10.1002/job.252 Greenberg, 1990, Organizational justice: yesterday, today, and tomorrow, J. Manage., 16, 399 Greene, 2002, How (and where) does moral judgment work?, Trends Cogn. Sci., 6, 517, 10.1016/S1364-6613(02)02011-9 Gregory, 2013, Abusive supervision and citizenship behaviors: exploring boundary conditions, J. Manag. Psychol., 28, 628, 10.1108/JMP-10-2012-0314 Han, 2017, Nightmare bosses: the impact of abusive supervision on employees’ sleep, emotions, and creativity, J. Bus. Ethics, 145, 21, 10.1007/s10551-015-2859-y Harris, 2011, Deviant customer behavior: a study of the techniques of neutralization, J. Mark. Manag., 27, 834, 10.1080/0267257X.2010.498149 Harris, 2007, An investigation of abusive supervision as a predictor of performance and the meaning of work as a moderator of the relationship, Leadersh. Q., 18, 252, 10.1016/j.leaqua.2007.03.007 Harris, 2013, An investigation of abusive supervision, vicarious abusive supervision, and their joint impacts, J. Soc. Psychol., 153, 38, 10.1080/00224545.2012.703709 Harvey, 2007, Dealing with bad bosses: the neutralizing effects of self-presentation and positive affect on the negative consequences of abusive supervision, Leadersh. Q., 18, 264, 10.1016/j.leaqua.2007.03.008 Hayes, 2017 Hershcovis, 2011, “Incivility, social undermining, bullying… oh my!”: a call to reconcile constructs within workplace aggression research, J. Organ. Behav., 32, 499, 10.1002/job.689 Hershcovis, 2017, When fellow customers behave badly: witness reactions to employee mistreatment by customers, J. Appl. Psychol., 102, 1528, 10.1037/apl0000249 Hershcovis, 2007, Predicting workplace aggression: a meta-analysis, J. Appl. Psychol., 92, 228, 10.1037/0021-9010.92.1.228 Heung, 2012, Influence of restaurant atmospherics on patron satisfaction and behavioral intentions, Int. J. Hosp. Manag., 31, 1167, 10.1016/j.ijhm.2012.02.004 Hight, 2019, Managers from “Hell” in the hospitality industry: how do hospitality employees profile bad managers?, Int. J. Hosp. Manag., 77, 97, 10.1016/j.ijhm.2018.06.018 Hollensbe, 2008, How do I assess if my supervisor and organization are fair? Identifying the rules underlying entity-based justice perceptions, Acad. Manag. J., 51, 1099, 10.5465/amj.2008.35732600 Holm, 2015, Models of workplace incivility: the relationships to instigated incivility and negative outcomes, Biomed. Res. Int., 11, 1, 10.1155/2015/920239 Hurst, 2017, Are “Bad” employees happier under bad bosses? Differing effects of abusive supervision on low and high primary psychopathy employees, J. Bus. Ethics, 1 Hutcherson, 2011, The moral emotions: a social–functionalist account of anger, disgust, and contempt, J. Pers. Soc. Psychol., 100, 719, 10.1037/a0022408 Hwang, 2013, The role of server–patron mutual disclosure in the formation of rapport with and revisit intentions of patrons at full-service restaurants: the moderating roles of marital status and educational level, Int. J. Hosp. Manag., 33, 64, 10.1016/j.ijhm.2013.01.006 Jian, 2012, Abusive supervision and frontline employees’ service performance, Serv. Ind. J., 32, 683, 10.1080/02642069.2011.614338 Jüttner, 2013, Customer service experiences: developing and applying a sequential incident laddering technique, Eur. J. Mark., 47, 738, 10.1108/03090561311306769 Khan, 2015, Abusive supervision and negative employee outcomes: the moderating effects of intimidation and recognition, J. Gen. Manag., 41, 61 Kim, 2019, How the employee looks and looks at you: building customer–employee rapport, J. Hosp. Tour. Res., 43, 20, 10.1177/1096348017731130 Lavelle, 2007, Taking a multifoci approach to the study of justice, social exchange, and citizenship behavior: the victim similarity model, J. Manage., 33, 841 Lee, 2012, Getting mad and getting even: agreeableness and honesty-humility as predictors of revenge intentions, Pers. Individ. Dif., 52, 596, 10.1016/j.paid.2011.12.004 Leung, 1993, Sympathy and support for industrial actions: a justice analysis, J. Appl. Psychol., 78, 781, 10.1037/0021-9010.78.5.781 Lian, 2012, Does power distance exacerbate or mitigate the effects of abusive supervision? It depends on the outcome, J. Appl. Psychol., 97, 107, 10.1037/a0024610 Lian, 2014, Abusive supervision and retaliation: a self-control framework, Acad. Manag. J., 57, 116, 10.5465/amj.2011.0977 Lindebaum, 2016, The place and role of (moral) anger in organizational behavior studies, J. Organ. Behav., 37, 738, 10.1002/job.2065 Lugosi, 2019, Deviance, deviant behaviour and hospitality management: sources, forms and drivers, Tour. Manag., 74, 81, 10.1016/j.tourman.2019.02.014 Lyu, 2016, Abusive supervision and customer-oriented organizational citizenship behavior: the roles of hostile attribution bias and work engagement, Int. J. Hosp. Manag., 53, 69, 10.1016/j.ijhm.2015.12.001 Mackey, 2018, Victim and culprit? The effects of entitlement and felt accountability on perceptions of abusive supervision and perpetration of workplace bullying, J. Bus. Ethics, 153, 659, 10.1007/s10551-016-3348-7 Mathisen, 2011, The relationship between supervisor personality, supervisors’ perceived stress and workplace bullying, J. Bus. Ethics, 99, 637, 10.1007/s10551-010-0674-z Mattila, 2014, Others service experiences: emotions, perceived justice, and behavior, Eur. J. Mark., 48, 552, 10.1108/EJM-04-2012-0201 McColl-Kennedy, 2009, Customer rage episodes: emotions, expressions, and behaviors, J. Retail., 85, 222, 10.1016/j.jretai.2009.04.002 McHugh, 2012, Interrater reliability: the kappa statistic, Biochemia Medica: Biochemia Medica, 22, 276, 10.11613/BM.2012.031 Mercer, 1972, Sympathy and ethics: a study of the relationship between sympathy and morality with special reference to Hume’s treatise, Philos. Q., 22, 363, 10.2307/2218315 Miles, 1994 Mitchell, 2007, Abusive supervision and workplace deviance and the moderating effects of negative reciprocity beliefs, J. Appl. Psychol., 92, 1159, 10.1037/0021-9010.92.4.1159 Mitchell, 2015, Third parties’ reactions to the abusive supervision of coworkers, J. Appl. Psychol., 100, 1040, 10.1037/apl0000002 Molm, 2010, The structure of reciprocity, Soc. Psychol. Q., 73, 119, 10.1177/0190272510369079 Palanski, 2014, The effects of ethical leadership and abusive supervision on job search behaviors in the turnover process, J. Bus. Ethics, 121, 135, 10.1007/s10551-013-1690-6 Pereira, 2006, Positive and negative reciprocity in the labor market, J. Econ. Behav. Organ., 59, 406, 10.1016/j.jebo.2004.03.015 Pick, 2016, Customer win-back: the role of attributions and perceptions in customers’ willingness to return, J. Acad. Mark. Sci., 44, 218, 10.1007/s11747-015-0453-6 Porath, 2011, It’s unfair: why customers who merely observe an uncivil employee abandon the company, J. Serv. Res., 14, 302, 10.1177/1094670511404393 Priesemuth, 2013, Stand up and speak up: employees’ prosocial reactions to observed abusive supervision, Bus. Soc., 52, 649, 10.1177/0007650313490559 Rabiee, 2004, Focus-group interview and data analysis, Proc. Nutr. Soc., 63, 655, 10.1079/PNS2004399 Reich, 2015, Observing workplace incivility, J. Appl. Psychol., 100, 203, 10.1037/a0036464 Rousseau, 2018, When leaders stifle innovation in work teams: the role of abusive supervision, J. Bus. Ethics, 151, 651, 10.1007/s10551-016-3258-8 Rowley, 2001, ‘As cooks go, she went’: is labor churn inevitable?, Int. J. Hosp. Manag., 20, 163, 10.1016/S0278-4319(00)00050-5 Rupp, 2010, Extending the deontic model of justice: moral self-regulation in third-party responses to injustice, Bus. Ethics Q., 20, 89, 10.5840/beq20102017 Rupp, 2013, Applicants’ and employees’ reactions to corporate social responsibility: the moderating effects of first‐party justice perceptions and moral identity, Pers. Psychol., 66, 895, 10.1111/peps.12030 Russell, 2011, Moral anger, but not moral disgust, responds to intentionality, Emotion, 11, 233, 10.1037/a0022598 Ryu, 2017, Examination of restaurant quality, relationship benefits, and customer reciprocity from the perspective of relationship marketing investments, J. Hosp. Tour. Res., 41, 66, 10.1177/1096348013515919 Schweitzer, 2008, Fairness, feelings, and ethical decision-making: consequences of violating community standards of fairness, J. Bus. Ethics, 77, 287, 10.1007/s10551-007-9350-3 Seiter, 2018, The principle of reciprocity in hospitality contexts: the relationship between tipping behavior and food servers’ approaches to handling leftovers, J. Hosp. Tour. Res., 42, 287, 10.1177/1096348014562425 Shin, 2017, Do corporate sustainable management activities improve customer satisfaction, word of mouth intention and repurchase intention? Empirical evidence from the shipping industry, Int. J. Logist. Manag., 28, 555, 10.1108/IJLM-11-2015-0220 Shoaib, 2019, Deviant behavior in a moderated-mediation framework of incentives, organizational justice perception, and reward expectancy, J. Bus. Ethics, 157, 617, 10.1007/s10551-017-3651-y Skarlicki, 2014, Unfairness begets unfairness: victim derogation bias in employee ratings, Organ. Behav. Hum. Decis. Process., 124, 34, 10.1016/j.obhdp.2013.11.004 Slåtten, 2011, Antecedents and effects of engaged frontline employees: a study from the hospitality industry, Manag. Serv. Q., 21, 88 Stauss, 1997, Process-oriented measurement of service quality: applying the sequential incident technique, Eur. J. Mark., 31, 33, 10.1108/03090569710157025 Stein, 2016, Towards the identification of customer experience touchpoint elements, J. Retail. Consum. Serv., 30, 8, 10.1016/j.jretconser.2015.12.001 Taylor, 2012, Linking workplace incivility to citizenship performance: the combined effects of affective commitment and conscientiousness, J. Organ. Behav., 33, 878, 10.1002/job.773 Tepper, 2000, Consequences of abusive supervision, Acad. Manag. J., 43, 178, 10.2307/1556375 Tepper, 2007, Abusive supervision in work organizations: review, synthesis, and research agenda, J. Manage., 33, 261 Tepper, 2004, Moderators of the relationships between coworkers’ organizational citizenship behavior and fellow employees’ attitudes, J. Appl. Psychol., 89, 455, 10.1037/0021-9010.89.3.455 Tepper, 2006, Procedural injustice, victim precipitation, and abusive supervision, Pers. Psychol., 59, 101, 10.1111/j.1744-6570.2006.00725.x Tepper, 2008, Abusive supervision and subordinates’ organization deviance, J. Appl. Psychol., 93, 721, 10.1037/0021-9010.93.4.721 Umphress, 2013, Observer reactions to interpersonal injustice: the roles of perpetrator intent and victim perception, J. Organ. Behav., 34, 327, 10.1002/job.1801 Van Dolen, 2001, Affective consumer responses in the service encounter: the emotional content in narratives of critical incidents, J. Econ. Psychol., 22, 359, 10.1016/S0167-4870(01)00038-1 Van Doorn, 2018, Prosocial consequences of third-party anger, Theory Decis., 84, 585, 10.1007/s11238-017-9652-6 Vasileiou, 2018, Characterising and justifying sample size sufficiency in interview-based studies: systematic analysis of qualitative health research over a 15-year period, BMC Med. Res. Methodol., 18, 148, 10.1186/s12874-018-0594-7 Walker, 2014, Exploring the effects of individual customer incivility encounters on employee incivility: the moderating roles of entity (in)civility and negative affectivity, J. Appl. Psychol., 99, 151, 10.1037/a0034350 Wang, 2015, The impact of servicescape cues on consumer prepurchase authenticity assessment and patronage intentions to ethnic restaurants, J. Hosp. Tour. Res., 39, 346, 10.1177/1096348013491600 Wang, 2012, Abusive supervision and workplace deviance: the mediating role of interactional justice and the moderating role of power distance, Asia Pacific J. Hum. Resour., 50, 43, 10.1111/j.1744-7941.2011.00004.x Wenzel, 2016, Retributive justice, 237 Whaley, 2019, Drivers and impact of restaurant tipping behavior, J. Foodserv. Bus. Res., 22, 117, 10.1080/15378020.2019.1570773 Xu, 2016, The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: a text mining approach, Int. J. Hosp. Manag., 55, 57, 10.1016/j.ijhm.2016.03.003 Xu, 2012, Abusive supervision and work behaviors: the mediating role of LMX, J. Organ. Behav., 33, 531, 10.1002/job.768 Yüksel, 2017, A critique of “Response Bias” in the tourism, travel and hospitality research, Tour. Manag., 59, 376, 10.1016/j.tourman.2016.08.003 Zellars, 2002, Abusive supervision and subordinates’ organizational citizenship behavior, J. Appl. Psychol., 87, 1068, 10.1037/0021-9010.87.6.1068 Zhang, 2016, Antecedents of abusive supervision: a meta-analytic review, J. Bus. Ethics, 139, 455, 10.1007/s10551-015-2657-6 Zhu, 2019, Returning good for evil: a study of customer incivility and extra-role customer service, Int. J. Hosp. Manag., 81, 65, 10.1016/j.ijhm.2019.03.004