A self-regulatory perspective on the link between customer mistreatment and employees’ displaced workplace deviance: the buffering role of mindfulness

Abstract

Purpose

Drawing from self-regulation theories, this study aims to present a model linking customer mistreatment to hotel employees’ displaced workplace deviance via self-regulatory depletion, with disposition-based mindfulness as a first‐stage moderator.

Design/methodology/approach

The authors conducted a multisource, multiwave investigation with 245 focal–coworker dyads at 14 full-service hotels in southern China. Descriptive statistics, confirmatory factor analysis and regression analysis were performed.

Findings

The results demonstrated the mediating role of self-regulatory depletion in provoking hotel employees’ displaced deviant reactions to customer mistreatment. Additionally, employees with high trait mindfulness are less vulnerable to self-regulatory depletion and, thus, less likely to exhibit displaced workplace deviance.

Practical implications

This study enables hospitality administrators to understand that organizations and their employees, whether directly mistreated by customers, are potential victims of such negative events. Hospitality organizations should enhance mindfulness-based interventions and provide more humane care for employees to maintain their self-regulatory abilities, thereby reducing displaced workplace deviance.

Originality/value

First, in contrast to studies focusing primarily on internal factors that trigger employees’ deviant responses, the research suggests that mistreatment by external customers is a potentially meaningful yet largely unexamined antecedent of workplace deviance. Second, this study moves beyond “self-gain” explanations, suggesting that employees display deviance not because of a malicious intent to harm the organization or its members but because they are incapable of controlling their undesirable behaviors. Third, the research highlights how mindfulness mitigates customer mistreatment and displaced workplace deviance relationships.

Citation

Fan, L., Zhou, X., Ren, J., Ma, J., Yang, Y. and Shao, W. (2022), "A self-regulatory perspective on the link between customer mistreatment and employees’ displaced workplace deviance: the buffering role of mindfulness", International Journal of Contemporary Hospitality Management, Vol. 34 No. 7, pp. 2704-2725. https://doi.org/10.1108/IJCHM-07-2021-0875