The Impact of Customer Incivility on Employee Cheating Behavior: An Explanation of Conservation of Resources Theory

Abstract

Previous studies have focused on the internal factors of employee cheating behavior, but neglected the external factors, such as customer attitudes and behavior. Based on the conservation of resources theory, this study explores how customer incivility affects employee cheating behavior through harmonious passion and discusses the moderating role of employee rumination in the relationship between customer incivility and harmonious passion. Data was collected from 298 supervisor-subordinate dyads of 4- and 5-star hotels in China. The results show that customer incivility indirectly affects employee cheating behavior, while harmonious passion intermediates the process. Rumination moderates the relationship between customer incivility and harmonious passion, as well as the intermediary role of harmonious passion in the relationship between customer incivility and employee cheating. Theoretical and practical implications are discussed.