The present study examines the negative outcomes triggered by tolerance of workplace incivility, i.e., a reduced organizational citizenship behavior (OCB) and increased emotional exhaustion, which may seriously affect the performance of individuals and organizations in the hospitality sector. The study further seeks the mechanism through which the negative impact may be checked by considering the psychological contract violation as a mediator and resilience as a moderator. Through the online platform Prolific Academic, we evoked the COR theory to test the hypothesized relationships from the data from 329 hotel employees in the UK and USA. Utilizing PLS-SEM, the results show a positive and significant association between tolerance of workplace incivility and psychological contract violation. The present study's novelty signifies how psychological contract violation significantly mediates the relationship between tolerance of workplace incivility and OCB and between tolerance of workplace incivility and emotional exhaustion. Furthermore, another notable finding of the study is that resilience was not a significant moderator in the relationship between psychological contract violation and OCB and between psychological contract violation and emotional exhaustion. Our findings suggest a noteworthy cognizance of advancing the theoretical and practical application of tolerance of workplace incivility and psychological contract violation in hospitality organizations.

中文翻译：

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复原力是否缓冲了酒店环境中容忍工作场所不文明行为的负面影响？


本研究考察了容忍工作场所不文明行为引发的负面结果，即组织公民行为 （OCB） 减少和情绪耗竭增加，这可能会严重影响酒店业个人和组织的绩效。该研究进一步寻求一种机制，通过该机制，通过将心理契约违背视为中介，将复原力视为调节因素来检查负面影响。通过在线平台 Prolific Academic，我们援引了 COR 理论，以检验来自英国和美国 329 名酒店员工的数据中的假设关系。利用 PLS-SEM，结果显示对工作场所不文明行为的容忍度与心理合同违约之间存在正向且显著的关联。本研究的新颖性表明心理契约违规如何显着介导工作场所不文明行为的容忍度与 OCB 之间以及工作场所不文明行为的容忍度与情绪耗竭之间的关系。此外，该研究的另一个显着发现是，在心理契约违背与 OCB 之间以及心理契约违背与情绪耗竭之间的关系中，弹性并不是一个重要的调节因素。我们的研究结果表明，在酒店组织中推进对工作场所不文明行为和心理合同违反的容忍度的理论和实践应用值得注意的认识。