How ostracism jeopardizes customers' interests at restaurants: a study in context of COVID-19

• Published in: Journal of Asian business and economic studies Vol. 30; no. 3; pp. 210 - 225
• Main Authors: Sarwar, Ambreen, Abdullah, Muhammad Ibrahim, Imran, Muhammad Kashif, Rafiq, Nazia
• Format: Journal Article
• Language: English
• Published: Bingley Emerald Publishing Limited 01.01.2023; Emerald Group Publishing Limited
• Subjects: Bootstrap method; COVID-19; Customer services; Data analysis; Employees; Hospitality industry; Ostracism; Restaurants; Pakistan; COVID-19; M14; Customer service sabotage; M19; Self-efficacy; Workplace ostracism; M10; Stress; M12
• ISSN: 2515-964X; 2515-964X
• DOI: 10.1108/JABES-12-2021-0215

PurposeWith theoretical underpinnings in the conservation of resources theory, this research aims at understanding the link between workplace ostracism (WPO) and its effects on customers' interests in the context of COVID-19, with the mediation of stress and moderation of self-efficacy (SE).Design/methodology/approachThe study followed a time-lagged design. A sample of 217 frontline employees working in the food sector of southern Punjab, Pakistan, responded to the study questions using the survey method with structured questionnaires. A Statistical Package for the Social Sciences (SPSS) tool was utilized for data analysis with bootstrapping and PROCESS macro.FindingsThe findings show that an important mechanism by which ostracism translates into customer service sabotage (CSS) is the increase in perceived stress levels of the employees. Additionally, SE was found to be an important personal resource that acts as a moderator in the said relationship.Practical implicationsEmployees with high SE sense less workplace stress even during a pandemic. Leadership should consider the stress-alleviating effect of SE for lessening the damaging influence of WPO on customers.Originality/valueThe study fills an important empirical gap in the context of the COVID-19 pandemic, by showing that due to resource loss perceived by employees while being targeted by ostracism, they may decide to transfer their frustration towards organizational customers by sabotaging their service experience.