Award Date


Degree Type


Degree Name

Doctor of Philosophy (PhD)


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



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.


Customer Mistreatment; Customer Satisfaction; Depletion; Employee; Prosocial Rule-Breaking; Work Overload


Work, Economy and Organizations

File Format


File Size

1700 KB

Degree Grantor

University of Nevada, Las Vegas




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