Award Date
12-1-2020
Degree Type
Dissertation
Degree Name
Doctor of Philosophy (PhD)
Department
Hotel Administration
First Committee Member
Cass Shum
Second Committee Member
Billy Bai
Third Committee Member
Anthony Gatling
Fourth Committee Member
Richard Gardner
Number of Pages
181
Abstract
This research investigates the causes and effects of prosocial rule-breaking behavior among hospitality employees to serve a customer. This research takes a two-study approach based on the depletion theory (Baumeister, 2002). Study 1 examines the effect of unique aspects of the hospitality industry i.e., customer mistreatment and work-overload on PSRB-S through the mediating role of employee depletion. To avoid common method biases, a two-wave time-lagged online survey research design was implemented to collect data for Study 1. Customer mistreatment and work overload were measured in Time 1 and employee depletion and PSRB-S were measured in Time 2. Study 2 examined the effect of employee PSRB-S on customer outcomes including customer mistreatment and customer satisfaction through the mediating role of customer depletion. The moderating role of the type of customer (benefiter vs. vs. observers without similar needs vs. observer with similar needs) was also investigated. Study 2 used a scenario-based experiment to collect data. Results suggest that customer-mistreatment and excessive workload influence employee PSRB-S through the mediating role of employee depletion. Results do not find any significant relationship between employee PSRB-S and customer mistreatment and customer satisfaction. Theoretical and practical implications are discussed.
Keywords
Customer Mistreatment; Customer Satisfaction; Depletion; Employee; Prosocial Rule-Breaking; Work Overload
Disciplines
Work, Economy and Organizations
File Format
File Size
1700 KB
Degree Grantor
University of Nevada, Las Vegas
Language
English
Repository Citation
Ghosh, Ankita, "Prosocial Rule-Breaking to Help Customers Among Hospitality Employees" (2020). UNLV Theses, Dissertations, Professional Papers, and Capstones. 4051.
http://dx.doi.org/10.34917/23469722
Rights
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