Developing a typology of disruptive customer behaviors

2017 ◽  
Vol 29 (9) ◽  
pp. 2341-2360 ◽  
Author(s):  
Dogan Gursoy ◽  
Raine (Ruiying) Cai ◽  
Gerardo Joel Anaya
Keyword(s):  
Customer Service ◽  
Disruptive Behaviors ◽  
Influential Factor ◽  
Service Experience ◽  
Content Type ◽  
Study Approach ◽  
Service Behavior ◽  
The Impact ◽  
Service Experiences ◽  
Practical Implications

Purpose This paper aims to examine the phenomenon of disruptive service behavior: an act by a customer that negatively affects the service experience of other customers and to identify typology of disruptive behaviors of customers that can negatively alter the service experiences of by-standing customers. Design/methodology/approach Anecdotes of customers’ service experiences that were negatively affected by the behavior of other customers were gathered from several customer review and discussion websites using a netnographic study approach. Data were analyzed using a qualitative data analysis approach with an iterative and inductive methodologies. Findings The analysis produced a typology featuring seven categories of disruptive behaviors of customers: “Inattentive Parents with Naughty Kids”, “Oral Abusers”, “Outlandish Requesters”, “Hysterical shouters”, “Poor Hygiene Manners”, “Service Rule Breakers” and “Ignorant Customers”. Practical implications Using the typology developed in this study, managers and operators of hospitality businesses can identify specific customer service behaviors and develop strategies and actions to minimize the impact of those behaviors on the service experience of other customers. Originality/value Even though a great deal of attention has been given to how employees can damage customers’ service experiences, much less work has been conducted on disruptive behaviors of customers as an influential factor of service quality and satisfaction. This study aims to address this gap in the literature by developing a typology of disruptive customer behaviors.

Influence of empathy on hotel guests’ emotional service experience

2017 ◽  
Vol 31 (6) ◽  
pp. 618-635 ◽  
Author(s):  
Hamsanandini Umasuthan ◽  
Oun-Joung Park ◽  
Jong-Hyun Ryu
Keyword(s):  
Behavioral Intention ◽  
Cognitive Empathy ◽  
Emotional Empathy ◽  
Service Experience ◽  
Content Type ◽  
Service Failures ◽  
Emotional Dimensions ◽  
Tourism And Hospitality ◽  
Service Experiences ◽  
Practical Implications

Purpose The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral intention among business and leisure hotel guests. Studies relevant to empathy dimensions are relatively scarce in tourism and hospitality. Design/methodology/approach The current study reviewed the concepts of empathy, and empirically compared perceptions of empathy attributes between the two groups. The survey was intended to examine how well the hotel employees emotionally handle hotel guests’ incidents or inquiries related to any discomforts through personalized attention. The data were collected from 330 hotel guests who had actually complained about service failures while staying at the hotel during the record-breaking summer of 2013 in terms of number of visitors to Jeju. An active empathetic listening (AEL) tool has been taken to measure the hotel guest’s cognitive views and behavioral intentions, as well as emotional empathy measures under the empathic concern and emotional contagion. Findings The results revealed that empathetic dimensions strongly influenced the service experiences of hotel guests. While the emotional service experience of business guests was almost completely determined by the cognitive empathy, the emotional service experience of the leisure guests was mainly governed by the emotional empathy. Practical implications These outcomes suggest that the empathetic services through a “purpose of visit”-oriented manner might enhance the guest’s overall emotion positively. Originality/value According to the prior literatures and empirical findings in hospitality and tourism, empathy can be seen as subscale in SERVQUAL instrument. This paper focus on insights of empathy dimensions, and it was revealed that the interaction of both the cognitive and emotional dimensions of empathy conjointly determines the overall emotional service experience and intention of hotel guests.

scholarly journals Corporate governance practices and the pandemic crisis: UK evidence

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sheeja Sivaprasad ◽  
Sudha Mathew
Keyword(s):  
Corporate Governance ◽  
Content Analysis ◽  
External Information ◽  
Case Study Approach ◽  
Content Type ◽  
Study Approach ◽  
Governance Practices ◽  
The Impact ◽  
Practical Implications

Purpose This paper aims to investigate the impact of the COVID-19 pandemic on the corporate governance practices in the UK. The authors adopt a case study approach and use content analysis, using internal and external media releases as well as annual reports to analyse the impact of the pandemic on governance practices. Design/methodology/approach The research design is qualitative in nature and adopts a case study approach. HSBC, an international bank, is used as the case study and a content analysis of internal and external information released after the COVID-19 outbreak is used. Themes arising from the analysis are discussed and recommendations are made. Findings Results from the thematic analysis show that firms must be resilient in difficult times, follow sustainable practices and are attentive to the well-being of their employees. Firms must address the adequacy of IT Infrastructure and assess the IT related risks during these times. Practical implications The pandemic crisis triggered unprecedented changes in the manner the firms are governed and managed. The recommendations made by the study have practical implications for firms who can adopt them to be make the business resilient and sustainable. Originality/value To the best of the authors’ knowledge, this is the first study to explore the impact of the pandemic and analyse firms’ responses to the crisis in the corporate governance context. This study contributes to the corporate governance literature by providing insights of the impact of the COVID-19 pandemic.

Here today, but what about tomorrow?

2007 ◽  
Vol 15 (4) ◽  
pp. 301-321 ◽  
Author(s):  
Robin Adair Erickson ◽  
Michael E. Roloff
Keyword(s):  
Organizational Commitment ◽  
Customer Service ◽  
Organizational Support ◽  
Secondary Analysis ◽  
Employee Survey ◽  
Content Type ◽  
Perceived Supervisor Support ◽  
Organizational Tenure ◽  
The Impact ◽  
Practical Implications

PurposeThe purpose of this paper is to focus on three organizational support factors that could potentially improve organizational commitment among downsizing survivors.Design/methodology/approachUsing a sample of 2,751 employees, a secondary analysis of employee survey data examined the hypotheses that customer service orientation (CSO) and equity would moderate the strength of the two‐way interaction between perceived organizational support (POS) and perceived supervisor support (PSS) when predicting organizational commitment among downsizing survivors. In this way, the impact of CSO (H1) or equity (H2) would be stronger when POS and PSS were low. A third hypothesis (H3) examined whether survivors' organizational tenure was positively related to organizational commitment.FindingsH1 and H2 were partially confirmed, indicating that CSO compensated most when PSS was low and that equity compensated most when POS was low among downsizing survivors. H3 was not confirmed as no positive correlation was found between survivors' increased organizational tenure and organizational commitment.Research limitations/implicationsThe sample was drawn from one US organization and, because this was a secondary analysis, established scales could not be used for some constructs. Most of the variance in the exploratory factor analysis was on the first factor, POS.Practical implicationsOrganizations should make every attempt to maintain or increase survivors' CSO and equity in order to improve organizational commitment. In addition, organizations cannot necessarily rely on their longer‐tenured employees to stay committed after a downsizing.Originality/valueThe study uncovered two previously unknown findings regarding the importance of CSO and equity to the organizational commitment of survivors.

An empirical examination of the impact of tri-dyadic fit on the service experience

2016 ◽  
Vol 27 (3) ◽  
pp. 299-319 ◽  
Author(s):  
Sidney T. Anderson ◽  
Jeffery S. Smith
Keyword(s):  
Design Methodology ◽  
Empirical Examination ◽  
Service Experience ◽  
Content Type ◽  
Method Effect ◽  
Proposed Model ◽  
Managerial Implications ◽  
The Impact ◽  
Triadic Relationship ◽  
Practical Implications

Purpose – The purpose of this paper is to investigate the customer’s perception of customer-firm, customer-employee, and employee-firm fit and to assess how these fits impact the service experience. Design/methodology/approach – The paper looks at the impact of fit on the service experience and focusses on three specific types of dyadic fit: customer-employee; customer-firm; and employee-firm. A conceptual model is presented, accompanied by a detailed development of the hypotheses. A sample of 447 consumers is used to empirically test the proposed model. Findings – The analysis reveals the importance of fit and suggest a triadic relationship perspective is essential when designing for the service experience. Specifically, employee-firm fit is key to enhancing fit within the other dyads and providing a superior service experience. Research limitations/implications – The main implication is that this paper expands the investigation of fit by examining the interplay of multiple fits while also exploring how they affect the customer experience. The limitations are based primarily on methodology where the use of a survey to collect data rules out potential generalizations of true cause and effect while also potentially being subject to a common method effect. Practical implications – Managers should consider adopting a triadic relationship perspective when designing for the service experience. A number of managerial implications are proposed and discussed. Originality/value – Prior research has not explored the impact of fit among the customer-employee, customer-firm, and employee-firm dyads in one model on an important outcome such as the service experience. In addition, to show that customer-employee, customer-firm, and employee-firm dyadic fits are predictors of the service experience is novel.

Secure or fearful, who will be more resentful? Investigating the interaction between regulatory focus and attachment style

2019 ◽  
Vol 28 (5) ◽  
pp. 671-683 ◽  
Author(s):  
Melika Kordrostami ◽  
Elika Kordrostami
Keyword(s):  
Attachment Style ◽  
Customer Service ◽  
Regulatory Focus ◽  
Attachment Styles ◽  
Future Research ◽  
Prevention Focus ◽  
Content Type ◽  
The Impact ◽  
Practical Implications

Purpose This study aims to examine the impact of consumers’ individual differences on their reactions to brand failure. Design/methodology/approach Three studies (one qualitative, one survey and one experiment) were conducted. Study 1 aimed to understand consumers’ thoughts at the time of brand failure. Studies 2 and 3 investigated the impact of regulatory focus and its interaction with consumers’ attachment style on their reactions to brand failure. Findings This research establishes that consumers demonstrate different types of behaviors at the time of brand failure. Specifically, those with a promotion focus display less negative (revenge and brand avoidance) and more positive (trust and loyalty) behavior than those with a prevention focus. Furthermore, this research shows an interaction between consumers’ attachment style and regulatory focus. The impact of regulatory focus holds only for secure consumers; for fearful consumers, regulatory focus does not change their behavior. Research limitations/implications The study reveals the impact of regulatory focus and attachment styles on consumer behavior at the time of brand failure. Future research might examine the impact of these factors over time, rather than only at the time of the incident. Practical implications Marketers should be aware of the impact of attachment style and regulatory focus after a brand failure. This knowledge will enable them to customize their communication tools to trigger their desired condition. This research also emphasizes the role of customer service at the time of crisis. Originality/value This research is the first to investigate the impact of regulatory focus and attachment style on consumers’ reactions to brand failure.

scholarly journals Professional artefacts: embodying ideas in work-based learning

2014 ◽  
Vol 4 (1) ◽  
pp. 98-108 ◽  
Author(s):  
Paula Nottingham ◽  
Adesola Akinleye
Keyword(s):  
Lived Experience ◽  
Professional Practice ◽  
Added Value ◽  
Student Work ◽  
Content Type ◽  
Study Approach ◽  
Arts Curriculum ◽  
The Impact ◽  
Practical Implications

Purpose – The purpose of this paper is to present and examine the addition of a “professional artefact” to the course requirements for the BA Honours Professional Practice (BAPP) (Arts) programme at Middlesex University. Design/methodology/approach – This paper takes a case study approach using reflection, indicative theories and consideration of student work to evaluate the introduction of the “professional artefact” into the BAPP (Arts) curriculum. Following pragmatist and phenomenological descriptions of the lived experience as embodied (Dewey et al., 1989; Merleau-Ponty, 2002) and using learning models based on experience in the workplace (Boud and Garrick, 1999), the paper's methodology takes the work-based principle of “experience as knowledge” to examine the impact of the professional artefact on students learning. Findings – The professional artefact has proven to be a useful way for the learners on the course to reflect on the purpose of their own study and the ways in which work-based learning can be incorporated into their practice through embodied “ideas”. Practical implications – The paper suggests that the inclusion of a professional artefact to the curriculum provides a flexible means for bridging academic and workplace learning. The inclusion of the professional artefact could be recommended as a strategy for other work-based learning programmes. Originality/value – The added value for professional practice is that the professional artefact provides a flexible and creative means of communication for emerging and establishing workplace professionals.

Perceived workplace gender-bias and psychological impact

2019 ◽  
Vol 43 (3/4) ◽  
pp. 339-353 ◽  
Author(s):  
Siham Lekchiri ◽  
Cindy Crowder ◽  
Anna Schnerre ◽  
Barbara A.W. Eversole
Keyword(s):  
Gender Bias ◽  
Critical Incident ◽  
Psychological Impact ◽  
Working Women ◽  
Content Type ◽  
Treatment Bias ◽  
Male Dominated ◽  
The Impact ◽  
Organizational Mechanisms ◽  
Practical Implications

Purpose The purpose of this paper is to explore the experiences of working women in a male-dominated country (Morocco) and unveil the unique challenges and everyday gender-bias they face, the psychological impact of the perceived gender-bias and, finally, identify a variety of coping strategies or combatting mechanisms affecting their motivation and retention in the workplace. Design/methodology/approach Empirical evidence was obtained using a qualitative research method. The Critical Incident Technique (CIT) was used to collect incidents recalled by women in the select institution reflecting their perceptions of their managers’ ineffective behaviors towards them and the impact of these behaviors. The critical incidents were inductively coded, and behavioral statements were derived from the coded data. Findings The qualitative data analysis led them to structure the data according to two theme clusters: The perceived gender-bias behaviors (Covert and evident personal and organizational behaviors) and Psychological impacts resulting from the perceived bias. These behavioral practices included abusive behaviors, unfair treatment, bias and lack of recognition. The psychological impact elements involved decreased productivity, depression, anxiety and low self-esteem. Practical implications Understanding these experiences can facilitate the identification of strategies geared towards the retention of women in the workforce, and Moroccan organizations can develop and implement strategies and policies that are geared towards eliminating gender-bias in the workplace and to retaining and motivating women who remain ambitious to work in male-dominated environments and cultures. Originality/value This paper provides evidence that sufficient organizational mechanisms to support women in male-dominated environments are still unavailable, leaving them to find the proper coping mechanisms to persevere and resist.

Embedding employability within higher education for the profession of policing

2019 ◽  
Vol 9 (3) ◽  
pp. 319-328
Author(s):  
Ian Pepper ◽  
Ruth McGrath
Keyword(s):  
Higher Education ◽  
Design Methodology ◽  
Research Study ◽  
Longitudinal Research ◽  
Evidence Base ◽  
Content Type ◽  
Educational Provision ◽  
Professional Body ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to evaluate the impact of an employability module, the College of Policing Certificate in Knowledge of Policing (CKP), on students’ career aspirations, their confidence and wish to join the police along with the appropriateness of the module. This will inform the implementation of employability as part of the College of Policing-managed Police Education Qualifications Framework (PEQF). Design/methodology/approach A three-year longitudinal research study used mixed methods across four points in time to evaluate the impact on students studying the employability module. Findings The research suggests that the employability-focussed CKP was useful as an introduction to policing, it developed interest in the police and enhanced the confidence of learners applying to join. Lessons learnt from the CKP should be considered during the implementation of the PEQF. Research limitations/implications The ability to generalise findings across different groups is limited as other influences may impact on a learner’s confidence and employability. However, the implications for the PEQF curriculum are worthy of consideration. Practical implications As the police service moves towards standardised higher educational provision and evolution of policing as a profession, lessons can be learnt from the CKP with regards to the future employability of graduates. Originality/value Enhancing the employability evidence base, focussing on policing, the research identified aspects which may impact on graduates completing a degree mapped to the PEQF. The research is therefore of value to higher education and the professional body for policing.

Employee emotional displays in the extended service encounter

2019 ◽  
Vol 31 (1) ◽  
pp. 115-136 ◽  
Author(s):  
Magnus Soderlund ◽  
Hanna Berg
Keyword(s):  
Marketing Communications ◽  
Emotional Expressions ◽  
Service Firms ◽  
Still Images ◽  
Content Type ◽  
Emotional Displays ◽  
Service Setting ◽  
Low Levels ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to examine the impact of happiness expressed by service firm employees when they are depicted in marketing communications materials, such as printed ads and videos. Design/methodology/approach Two experiments were conducted in a fitness service setting, in which employee display of happiness was manipulated (low vs high). Findings Both experiments showed that expressions of high levels of happiness produced a more positive attitude toward the service employee than expressions of low levels of happiness. Moreover, the impact of the expression of happiness on the evaluation of the employee was mediated by several variables, which suggests that the influence of depicted employees’ emotional expressions can take several routes. Practical implications The results imply that service firms should not only be mindful about which specific employee they select for appearing in marketing communications materials, they should also pay attention to the emotional displays of selected employees. Originality/value The present study contributes to previous research by assessing a set of potential mediators to explain why displays of happiness influence consumers, and by examining these effects in a marketing communications setting in which the customer is exposed to still images or video-based representations of the employee. The present study also focuses explicitly on happiness rather than on smiles.

Understanding how the contextual variables influence political behaviour in strategic decision-making

2014 ◽  
Vol 7 (3) ◽  
pp. 226-250 ◽  
Author(s):  
Said Elbanna ◽  
Ioannis C. Thanos ◽  
Vassilis M. Papadakis
Keyword(s):  
Decision Making ◽  
Strategic Decision ◽  
Strategic Decision Making ◽  
Strategic Decisions ◽  
Empirical Examination ◽  
Content Type ◽  
Political Behaviour ◽  
Practitioner Education ◽  
The Impact ◽  
Practical Implications

Purpose – The purpose of this paper is to enhance the knowledge of the antecedents of political behaviour. Whereas political behaviour in strategic decision-making (SDM) has received sustained interest in the literature, empirical examination of its antecedents has been meagre. Design/methodology/approach – The authors conducted a constructive replication to examine the impact of three layers of context, namely, decision, firm and environment, on political behaviour. In Study 1, Greece, we gathered data on 143 strategic decisions, while in Study 2, Egypt, we collected data on 169 strategic decisions. Findings – The evidence suggests that both decision-specific and firm factors act as antecedents to political behaviour, while environmental factors do not. Practical implications – The findings support enhanced practitioner education regarding political behaviour and provide practitioners with a place from which to start by identifying the factors which might influence the occurrence of political behaviour in SDM. Originality/value – The paper fills important gaps in the existing research on the influence of context on political behaviour and delineates interesting areas for further research.

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