Service Under Strain: Exploring the Roles of Supervisor and Coworker Support in the Context of Customer Incivility

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dc.contributor.authorKendır, Hakan
dc.contributor.authorArslan, Emin
dc.contributor.authorÖzçelik Bozkurt, Handan
dc.date.accessioned2026-04-25T14:11:33Z
dc.date.available2026-04-25T14:11:33Z
dc.date.issued2025
dc.departmentSinop Üniversitesi
dc.description.abstractPurpose – In recent years, the impact of employee Behaviours and emotional reactions on organisational processes has been increasingly recognised. Building on this understanding, this study examines the relationships among customer incivility, job stress, and turnover intention among hotel employees and analyses the moderating role of perceived supervisor and co-worker support on these relationships. Design/methodology/approach – The survey method, classified as a descriptive model type, was chosen for the research objectives. The quantitative approach was implemented. The research data were gathered from hotel employees in Antalya, Turkey’s premier tourism destination. The sample of the study consists of 397 people working in twenty-two 5-star hotels in Antalya. Results – The results indicate that job stress functions as a complete mediator in the association between customer incivility and turnover intention. Moreover, perceived supervisor support significantly moderates the relationship between customer incivility and turnover intention, but co- worker support exhibits no considerable moderating impact. Discussion – The findings draw attention to the importance of supervisor support in reducing stress- related turnover intentions and highlight the need to develop supportive work environments that prioritise the well-being of employees in hotel businesses.
dc.identifier.doi10.20491/isarder.2025.2136
dc.identifier.endpage3007
dc.identifier.issn1309-0712
dc.identifier.issue4
dc.identifier.startpage2990
dc.identifier.trdizinid1369863
dc.identifier.urihttps://doi.org/10.20491/isarder.2025.2136
dc.identifier.urihttps://search.trdizin.gov.tr/tr/yayin/detay/1369863
dc.identifier.urihttps://hdl.handle.net/11486/7954
dc.identifier.volume17
dc.indekslendigikaynakTR-Dizin
dc.language.isoen
dc.relation.ispartofİşletme Araştırmaları Dergisi
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccess
dc.snmzKA_TR_20260420
dc.subjectOtelcilik
dc.subjectKonaklama
dc.subjectSpor ve Turizm
dc.subjectİşletme
dc.titleService Under Strain: Exploring the Roles of Supervisor and Coworker Support in the Context of Customer Incivility
dc.typeArticle

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