The moderating role of supervisor support in the effect of customer incivility on burnout

In terms of service quality and guest satisfaction, the hospitality industry requires intensive customer–employee interaction. This interaction process is critically important for the success of businesses. However, managing this process effectively is not always possible, as it is likely to encounter customers who push the boundaries of courtesy in the hospitality sector. Frequent exposure to customer incivility may lead employees to experience burnout syndrome. In such a work environment, receiving support from supervisors can help employees become more resilient to the effects of customer incivility and burnout. In this context, the present study examines the relationship between customer incivility and burnout syndrome, focusing on the moderating role of perceived supervisor support. The study employs a causal research design, one of the quantitative research methods. The research population consists of frontline employees working in five-star hotels operating in the Alanya and Manavgat regions. Data were collected from 794 employees using a survey technique and analyzed through quantitative methods. The analyses revealed that customer incivility increases employees' levels of burnout, that there is a negative relationship between employees' burnout levels and their perceived managerial support, and that perceived managerial support plays a moderating role in the effect of customer incivility on burnout. The findings of this study contribute theoretically to the literature on customer incivility and demonstrate, in practice, that the impact of customer incivility on burnout can be buffered through managerial support.