Does resilience buffer the negative effects of tolerance of workplace incivility in the hospitality context?

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. •Advances tolerance to workplace incivility and psychological contract violation in hospitality organizations.•Leverages the Conservation of Resources theory to test the hypothesized relationships on hotel employees from the USA.•Tolerance to workplace incivility positively affects psychological contract violation.•Resilience is not a significant moderator in the relationship between psychological contract violation and organizational citizenship behaviour.