Impact of Guest Misbehavior on Frontline Employees' Emotional Traits: The Moderating Role of Distributive Justice

Document Type : Original Article

Authors

1 Hotel Management Department, Faculty of Tourism and Hotel Management, Pharos University in Alexandria

2 Hotel Studies Department, Faculty of Tourism and Hotels, Alexandria University

Abstract

This study examines the impact of guest misbehaviour on frontline employees' emotional traits (emotional dissonance and emotional exhaustion). Furthermore, distributive justice is taken as the moderating variable in the relationships between guest misbehaviour and employees' emotional traits. The study aims to achieve these objectives by (1) examining to what extent guest misbehaviour exists within the working environment; (2) determining the impact of guest misbehaviour on employees' emotional traits, namely, emotional dissonance and emotional exhaustion; and (3) investigating the moderating role of distributive justice between guest misbehaviour and the previously mentioned outcomes. Actually, the research sampling technique is based on two main stages; the first employs a stratified random sampling technique to select the hotels, and the second stage employs simple random sampling to select the respondents. Using structured equation modelling via Amos statistical program, surveyed data from 414 frontline employees in five-star hotels affiliated to chains in Egypt indicated that guest misbehaviour was positively related to emotional traits, while distributive justice significantly moderated the relationship between workplace bullying and organizational outcomes.

Keywords

Main Subjects

Pharos International Journal of Tourism and Hospitality
Volume 1, Issue 1
September 2022
Pages 1-20

Files

Share

How to cite

Statistics