Understanding workplace incivility in hospitality: Challenges and pathways to positive work environments

Abstract

Workplace incivility in the hospitality sector is a pervasive issue with significant implications for employee well-being and organizational dynamics. This systematic literature review (SLR) aims to comprehensively examine the phenomenon of workplace incivility within the hospitality industry, focusing on its antecedents, consequences, mediators, and moderators. Through meticulous data gathering, organization, and evaluation, a total of 99 relevant articles were identified and analyzed. This review revealed that customer incivility, exacerbated by the COVID-19 pandemic, poses substantial challenges for frontline workers, leading to heightened stress levels and exacerbating existing strains. Moreover, employee-to-employee and supervisor-to-employee incivility perpetuate a cycle of hostility within service environments. While previous research has explored the impact of incivility on employee burnout and turnover, there is still a lack of research on the root reasons for rude behavior by service personnel. Additionally, the review highlights the potential of mindfulness practices in reducing the negative consequences of workplace incivility and promoting employee well-being, job satisfaction, and proactive service performance. By synthesizing existing research and identifying knowledge gaps, this SLR provides valuable insights for future research endeavors and offers pragmatic solutions for hospitality managers grappling with the challenges posed by workplace incivility.