ARICI, Hasan Evrim Eastern Mediterranean University - Faculty of Tourism, Cyprus , ARASLI, Hüseyin Eastern Mediterranean University - Faculty of Tourism, Cyprus , NAMIN, Boshra Hejraty Eastern Mediterranean University - Faculty of Tourism, Cyprus

DO CUSTOMER AND COWORKER INCIVILITY MODERATE THE EFFECT OF POLYCHRONICITY ON JOB PERFORMANCE? EVIDENCE FROM HOTEL FRONTLINE EMPLOYEES IN NORTH CYPRUS

36411

The present paper tests a model that investigates the effect of polychronicity on job performance among hotel frontline employees; concurrently, customer incivility and coworker incivility -two important social stressors- are considered as moderators in the relationship between employees polychronicity and job performance. Data collection is done among frontline employees in the four and five-star hotels in Northern Cyprus. The results indicate that polychronicity encourages higher employees’ job performance. However, the effect of customer incivility on job performance is negative and significant and the moderating effect of customer incivility in the relationship between polychronicity and job performance is supported. That is to say high customer incivility lessens the positive relationship between polychronicity and job performance. Coworker incivility did not affect job performance and failed to moderate the relationship between polychronicity and job performance. Further, managerial implications and guidance for future research are specified.

594

Polychronicity , Customer Incivility , Coworker Incivility , Job Performance , Frontline Employees

Journal Of Economics an‎d Administrative Sciences

605