Unpacking the link between customer mistreatment and hotel service employees’ pro-environmental behavior: the moderating influence of trait self-control

Purpose Grounded in ego depletion theory, this research aims to investigate the impact of customer mistreatment on hotel employees’ engagement in pro-environmental behavior (PEB). It additionally probes self-control depletion as a key mediating pathway and evaluates whether trait self-control (TSC) serves as a boundary condition in this process. Design/methodology/approach This research uses a mixed-method approach, incorporating both a scenario-based experimental study (Study 1) and a daily diary experience sampling study (Study 2). Findings Study 1 provides evidence that customer mistreatment undermines employees’ pro-environmental behavior by depleting their self-control resources. Study 2 confirms this in a daily work context, revealing that daily customer mistreatment depletes self-control and negatively affects daily PEB. Moreover, employees with higher TSC experience weaker effects, reducing the impact on PEB. Research limitations/implications These findings highlight the need for hotel management to implement interventions aimed at preserving employees’ self-regulatory resources. Originality/value This study extends the customer mistreatment literature by linking interpersonal stressors to PEB, thereby offering new insights into how external interpersonal pressures undermine employees’ capacity to engage in discretionary environmental initiatives in the hospitality context.