Last Updated on October 3, 2023 by Fiza Khurram
Researchers from Hailey College of Banking & Finance, University of the Punjab, conducted a groundbreaking study that casts light on the ubiquitous impact of rude customers on service industry employees. The research, directed by Muhammad Ali Raza and Mubashir Munawar Khan, investigates the intricate dynamics of workplace stressors and the silent struggle employees experience due to consumer rudeness.
In the service industry, where customer interactions are frequent, consumer rudeness has become a prevalent source of workplace stress. In public spaces, this incivility can manifest in a variety of ways, from disrespect to blatant indecency. Despite its prevalence, it is still a stressor that researchers are attempting to thoroughly comprehend.
The study reveals that employees frequently choose to remain mute in the face of rude customers out of fear of repercussions. The possibility of employer retaliation, such as termination, harassment, and intimidation, creates an environment in which employees choose silence as a coping mechanism. The study suggests that this silence is exacerbated by the emotional labor that employees must perform to regulate their emotions in response to rude customers.
Emotional labor, the process by which employees regulate their emotions at work, emerges as an essential mediator between consumer rudeness and employee silence. Understanding the emotional toll of customer rudeness and the role of emotional labor is crucial to addressing the silent struggle service industry employees confront, according to the study.
In addition, the concept of leader guarding tactics is introduced as a potential moderator in this complex dynamic. When workplace conditions remain unaddressed and employees fear for their safety if they speak up, leaders can play a crucial role in advising and recommending solutions. Leader security strategies, as detailed in the study, entail leaders providing guidance on how to navigate and respond to events resulting from rude customers.
In the face of stressors, individuals endeavor to retain and protect their resources, including psychological well-being, according to the Conservation of Resource theory (COR).
This research not only contributes to the academic understanding of workplace dynamics, but also offers businesses and executives practical insights for addressing the silent struggle employees face when interacting with rude customers.
