Customer incivility in hospitality: insights from existing literature and pathways for future research
Document Type
Article
Publication Title
Cogent Business and Management
Abstract
The purpose of this structured literature review is to synthesize and provide a comprehensive summary of customer incivility (CI) literature in the hospitality industry context. This study adopted the SPAR-4-SLR protocol per research objective. Ninety-six research articles published between 2009 and February 2024, retrieved from the SCOPUS and Web of Science databases, were included in this review. The results of this study indicate that theories, such as the conservation of resources, affective events, and social exchange have been most frequently used. In the hospitality industry, CI in hotels and its effects on frontline employees have been widely studied. It is also found that quantitative methods have frequently been used to examine the outcomes of CI. The study concludes with a constructive discussion of the existing knowledge gaps in CI in the hospitality industry literature and how these gaps could be addressed in future research.
DOI
10.1080/23311975.2025.2513627
Publication Date
1-1-2025
Recommended Citation
Abhipsa Rout, Astha; Piramanayagam, Senthilkumaran; and Mallya, Jyothi, "Customer incivility in hospitality: insights from existing literature and pathways for future research" (2025). Open Access archive. 13924.
https://impressions.manipal.edu/open-access-archive/13924
