The Dark Effect of Empowerment on the Relationships Among Customer Incivility, Negative Affect, and Employee Sabotage

Drawing on the perspective of negative exchange spirals, this study explores the relationships between customer incivility and the negative outcomes for employees in the service industries. Survey data collected from 234 hotel frontline employees in Taiwan indicate that encountering incivility customers not only increases employees' negative affect but also indirectly influences their sabotage intentions. This mediated effect may be further worsened by structural empowerment, intensifying the impact of incivility customers on sabotage intention through negative affect. This is referred to as the moderated mediation effect of empowerment on this mediated relationship. Based on the research findings, theoretical and practical implications, research limitations, and future suggestions are discussed.