Journal of Asian Business and Economic Studies
Vol. 30(3) , September 2023, Page 210–225


How ostracism jeopardizes customers' interests at restaurants: a study in context of COVID-19
Ambreen Sarwar & Muhammad Ibrahim Abdullah & Muhammad Kashif Imran & Nazia Rafiq

DOI: https://doi.org/10.1108/JABES-12-2021-0215
Abstract
Purpose With theoretical underpinnings in the conservation of resources theory, this research aims at understanding the link between workplace ostracism (WPO) and its effects on customers' interests in the context of COVID-19, with the mediation of stress and moderation of self-efficacy (SE). Design/methodology/approach The study followed a time-lagged design. A sample of 217 frontline employees working in the food sector of southern Punjab, Pakistan, responded to the study questions using the survey method with structured questionnaires. A Statistical Package for the Social Sciences (SPSS) tool was utilized for data analysis with bootstrapping and PROCESS macro. Findings The findings show that an important mechanism by which ostracism translates into customer service sabotage (CSS) is the increase in perceived stress levels of the employees. Additionally, SE was found to be an important personal resource that acts as a moderator in the said relationship. Practical implications Employees with high SE sense less workplace stress even during a pandemic. Leadership should consider the stress-alleviating effect of SE for lessening the damaging influence of WPO on customers. Originality/value The study fills an important empirical gap in the context of the COVID-19 pandemic, by showing that due to resource loss perceived by employees while being targeted by ostracism, they may decide to transfer their frustration towards organizational customers by sabotaging their service experience.

Keywords
Stress, Self-efficacy, Workplace ostracism, Customer service sabotage, COVID-19
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