How does supervisor incivility amplify negative employee outcomes? A serial mediation approach

Purpose This study aims to examine the impact of supervisor incivility on employees’ attitudes and behaviors in the hospitality industry. Drawing on the Conservation of Resources (COR) theory, this study proposes that supervisor incivility leads to emotional exhaustion and quiet quitting among hotel employees as a coping mechanism. Furthermore, resilience enables employees to cope with exhaustion differently, which will subsequently reflect in their intentions to quit. Design/methodology/approach Using partial least squares-structural equation modeling, this study tests the unique model on a sample of 273 hotel employees from the USA and the UK. Findings The study’s findings, which reveal that supervisor incivility is not positively associated with intentions to quit, are significant. The results assert that emotional exhaustion and quiet quitting serially mediate the relationship between supervisor incivility and intentions to quit. Furthermore, the moderation effect of resilience on the relationship between emotional exhaustion and quiet quitting is a critical finding that sheds light on the complex dynamics at play. Practical implications This study contributes to both theoretical and managerial understanding, providing actionable insights. It suggests interventions for organizations to maintain a civil work environment, empowering them to address and mitigate the adverse effects of supervisor incivility on employees’ attitudes and behaviors. Originality/value This study makes a unique and significant contribution to the existing literature on supervisor incivility, emotional exhaustion, quiet quitting, resilience and intentions to quit. This study provides a fresh perspective and valuable insights by advancing our understanding of these complex dynamics.