TY - CPAPER
AU - Hadjisolomou, Anastasios
AU - Mitsakis, Fotios
AU - Kouki, Amarisa
PY - 2022
DA - April
TI - Morally disengaged managers and customers on the service front-line: evidence from the Greek tourism and hospitality sector during the pandemic
AB - Customer abuse remains a pervasive social problem that is widespread across the service sector, which has been exacerbated because of the Covid-19 pandemic, affecting employee wellbeing (Hadjisolomou and Simone, 2021). Worryingly, authors argue that customer abuse has become a social norm (Taylor, 2019) which is developed, facilitated, and strengthened by service cultures within which the customer ‘is always right’ (Korczynski and Evans, 2013). This reinforces the perception that customers may abuse service workers, without evident penalties for their (mis)behaviour whilst management tolerates such behaviour. This uncomfortable truth poses important questions regarding morality in the service employment relationship that warrants further and theoretical and empirical attention.
PB - University of Padova
UR - https://strathprints.strath.ac.uk/82349/
KW - Coronavirus (COVID-19)
KW - Work and workforce
ER