TY - JOUR T1 - Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate. AU - Kim,Bora, AU - Yu,Heyao, AU - Huang,Yidan, AU - Lee,Seoki, Y1 - 2023/05/29/ PY - 2022/5/24/received PY - 2023/5/9/revised PY - 2023/5/25/accepted PY - 2023/6/7/medline PY - 2023/6/7/pubmed PY - 2023/6/7/entrez KW - Customer incivility KW - Prosocial motivation KW - Stress spread KW - Supervisor support KW - Turnover intention KW - Vaccination SP - 103522 EP - 103522 JF - International journal of hospitality management JO - Int J Hosp Manag VL - 113 N2 - In response to the unprecedented pandemic in recent history, COVID-19 vaccination mandates in the U.S. caused significant changes and disruption in hospitality operations and customer experiences. The primary goal of this study is to examine whether and how customer incivility induced by the COVID-19 vaccine mandate in the U.S. affects employees' behavioral outcomes (i.e., stress spread between employees and turnover intention) via psychological mechanisms (i.e., stress and negative emotion) and when the relationship is moderated by personal (employee prosocial motivation) and organizational (supervisor support) characteristics. Findings show that customer incivility increases employee turnover intention as well as interpersonal conflicts at work via increased stress and negative emotions. These relationships are weakened when prosocial motivation of employees and the level of supervisor support is high. Findings expand the occupational stress model by specifically incorporating the context of the COVID-19 vaccine mandate and further provide implications for restaurant managers and policy makers. SN - 0278-4319 UR - https://www.unboundmedicine.com/medline/citation/37284333/Impact_of_customer_incivility_on_restaurant_employee_stress_spread_and_turnover:_COVID_19_vaccination_mandate_ DB - PRIME DP - Unbound Medicine ER -