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 nervewracking service delivery situations caused due to COVID-19.
Ishfaq Ahmed, Majid Ali, Muhammad Usman, Karim Haider Syed, Hafiz Abdur Rashid. (2021) Customer Mistreatment and Insomnia in Employees – a Study in Context of COVID-19, Journal of Behavioural Sciences, Volume-31, Issue-1.
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