Abstract
COVID-19 has changed the way customers and service employees interact, resulting in increased service pressure and mistreatment from customers. It has resulted in increased negative behaviors both at work and beyond, but there is a dearth of literature investing the various issue. Against this backdrop, this study entails investigating the impact of customer mistreatment on employees’ insomnia by considering the mediating role of employees’ rumination and moderating effects of leadership. This study is based on a lag methodological approach, where two times survey has been carried out to elicit the responses of service employees at restaurants. Questionnaires of the study were distributed to 640 employees of service organizations, but only 281 useful responses were received at the second phase of data collection and ultimately used for analysis. The study's findings reveal that mistreatment from customers increases sleep disorder (insomnia) both directly and indirectly through feelings of rumination. On the other hand, leadership is found to dampen the influence of mistreatment on employees’ rumination. The study offers a novel explanation of the relationship between customers’ mistreatment and employees’ insomnia through mediating role of rumination and moderating role of authentic leadership in the nerve wracking service delivery situations caused due to COVID-19.
Keyword(s)
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