The coping strategies of service employees when exposed to customer incivility at full-service ethnic restaurants: The case of London. / Haidar, Nolla.


Research output: ThesisDoctoral Thesis

In preparation


Customer incivility is referred to a “low intensity deviant behaviour with ambiguous intent to harm the target, in violation of workplace norms for mutual respect” (Andersson and Pearson, 1999:457). As the restaurant industry is known for its tendency to keep customers satisfied and happy about the service, service employees are more prone to be exposed to incivility from customers (Huang and Miao, 2016; Han et al., 2016). Customer incivility has various negative consequences on service employees, such as causing them burnout, reducing their sales performance and increasing their intentions to quit (Sliter at al., 2012, Han et al., 2016). Many organisations in the hospitality industry seem to be aware about customer incivility and its problematic consequences on service employees’ well-being (Porath et al., 2010). Numerous researches has focused on customer incivility and its negative consequences on service employees (Sliter et al., 2010; Sliter at al., 2012; Han et al., 2016), whereas limited research has focused on exploring the various coping strategies of service employees when exposed to customer, specifically in the restaurant industry.
The aim of this ethnographic-qualitative thesis is to explore the coping strategies of service employees as they experience customer incivility, in the context of ethnic restaurants. Such an investigation would make an original theoretical contribution to knowledge because it asserts that customer incivility is likely to be higher at ethnic restaurants as a result of heterogeneity of the customers and their desire for an authentic experience. It is important from an empirical point of view because acquiring knowledge of service employees’ coping strategies and suggesting managerial interventions to deal with customer incivility will aid in boosting the UK economy and to lower its work-related financial costs.
Original languageEnglish
Awarding Institution
Award date1 Jan 2021
StateIn preparation - 2020

ID: 29471338