The role of mediator and moderator variables in the relationship between customer incivility and service recovery performance: A study on hotel employees

In this research, it is aimed to examine the role of mediator and moderator variables in the relationship between customer incivility and service recovery performance. In this context, firstly, the mediating role of surface acting and deep acting (emotional labor dimensions) in the effect of customer incivility on service recovery performance was examined. Secondly, the moderator role of co-worker support and supervisor support in the impact of customer incivility on deep acting and surface acting was examined. The population of the research consists of the employees of the five-star hotels operating in the province of Antalya. The research was conducted using convenience sampling method. In this context, data were collected from 403 hotel employees. As a result of the findings; customer incivility has a negative and significant effect on service recovery performance. Customer incivility has a negative and significant effect on deep acting. Deep acting has a positive and significant effect on service recovery performance. Customer incivity has no significant effect on surface acting. Surface behavior has a positive and significant effect on service recovery performance. While deep acting plays a mediating role in the effect of customer incivility on service recovery performance, surface acting does not play a mediating role in the effect of customer incivility on service recovery performance. Interaction variables did not have a significant effect on deep acting and surface acting. Therefore, it was determined that the co-worker support and supervisor support did not play a moderatory role. Considering that there are not enough studies on the relationships between variables, this research is expected to contribute to the literature. Keywords: Customer İncivility, Service Recovery Performance, Emotional Labor, Deep Acting, Superficial Acting