Job Satisfaction and Its Role in the Relationship Between Customer Incivility Dimensional on Employees’ Work Effort Dimensional: A Case Study of 3 5 Stars Hotel in Vietnam

Abstract

This research contributes to the understanding of how job satisfaction functions as a pivotal factor in the intricate relationship between customer incivility and employees' work effort within the Vietnamese hotel industry. By acknowledging the importance of job satisfaction in this dynamic, the findings provide actionable insights for hotel managers to foster a more positive work environment, ultimately leading to improved employee well-being and performance. By conducting 360 participants at 3-5 star hotels in Vietnam with different ages, positions, and working environments. From the research results, it can be seen that the above factors will have different effects on employee satisfaction and work effort when dealing with the incivility of customers. All hypotheses are accepted when researching customer incivility in the 3-5-star hotels in Vietnam.