Linking customer mistreatment to employees’ helping behaviour: a self-efficacy perspective of autonomous and dependent helping

Abstract

Purpose

Drawing on the self-cognitive theory, this study aims to propose a conceptual model that links customer mistreatment with different types of helping behaviors through the self-efficacy mechanism.

Design/methodology/approach

The empirical analysis made use of the original data of three hotels located in southern China. The authors tested the hypotheses with a three-wave survey of a sample of 430 frontline workers in 95 groups.

Findings

Customer mistreatment may reduce employees’ self-efficacy, which has both positive and negative effects depending on the type of helping. Moreover, the coworkers’ supporting climate buffered the influence of self-efficacy on autonomous and dependent helping.

Originality/value

The authors resolve the ambiguity surrounding customer mistreatment-helping and self-efficacy-helping relations. Thus, the authors extend the knowledge on the influence of customer mistreatment and self-efficacy on helping behaviors by establishing that both positive and negative effects may exist depending on the type of helping. Moreover, this study identifies the predictive role of self-efficacy in autonomous and dependent helping.

Citation

Wu, H., Chen, M. and Wang, X. (2023), "Linking customer mistreatment to employees’ helping behaviour: a self-efficacy perspective of autonomous and dependent helping", International Journal of Contemporary Hospitality Management, Vol. 35 No. 10, pp. 3681-3702. https://doi.org/10.1108/IJCHM-12-2021-1491