Eye for an eye? Frontline service employee reactions to customer incivility

2020 ◽  
Vol 34 (7) ◽  
pp. 939-953
Author(s):  
Regina Frey-Cordes ◽  
Meike Eilert ◽  
Marion Büttgen
Keyword(s):  
Boundary Conditions ◽  
Emotional Labor ◽  
Interactional Justice ◽  
Customer Behavior ◽  
Online Experiments ◽  
Content Type ◽  
Service Levels ◽  
Ego Threat ◽  
The Impact ◽  
Frontline Service

Purpose Frontline service employees (FSEs) face high demands of emotional labor when dealing with difficult, and sometimes even uncivil, customer behavior while attempting to deliver service with a smile. The purpose of this study is to investigate whether employees reciprocate uncivil customer behavior. The authors investigate two potential processes – ego threat and perceived interactional justice – and further address boundary conditions of this effect. Design/methodology/approach The data for this paper were collected in three studies: one field experiment and two online experiments using adult samples. Hypotheses were tested and data was analyzed using ANOVA and regression-based modeling approaches. Findings Findings from a field-experimental study and online experiments show that FSEs offer lower service levels to uncivil customers. The authors further find that this effect is mediated by a perceived ego threat and that employees’ regulation of emotion (ROE), as part of their emotional intelligence, attenuates the effect of perceived ego threats on service levels. Research limitations/implications This study finds that perceived ego threat (but not perceived interactional justice) explains why employees respond negatively to uncivil customer behavior. Therefore, it offers an emotion-driven explanation of retaliatory behavior in frontline service contexts. Implications for theories focusing on service value co-destruction and customer incivility are discussed. Practical implications The findings from this research show that ROE attenuates the impact of perceived ego threat on employee retaliatory behavior. Managerial implications include developing and training employees on emotion regulation. Furthermore, managers should identify alternative ways for restoring an employee’s ego after the employee experiences uncivil customer behavior. Originality/value The authors propose and test two processes that can explain why employees reciprocate uncivil customer behavior to gain a deeper understanding of which processes, or a combination of the two, drive employee responses. Furthermore, the authors shed insights into boundary conditions and explore when employees are less likely to react to uncivil customer behavior while experiencing ego threat.

Municipal response to the Great Recession

2018 ◽  
Vol 30 (4) ◽  
pp. 384-401 ◽  
Author(s):  
Cary Christian ◽  
Jonathan Bush
Keyword(s):  
Great Recession ◽  
Rural Areas ◽  
Property Tax ◽  
Research Attention ◽  
Content Type ◽  
Service Levels ◽  
The Great Recession ◽  
Financial Condition ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to examine the impact of the Great Recession on small- to medium-sized municipalities within the states of Georgia and Florida using a newly developed set of quantitative indices. Design/methodology/approach An examination of the methods and strategies utilized by individual cities to maintain public service levels despite distressed revenues is performed. From the data, performance measures are developed and used to evaluate the efficacy of the various strategies used by the cities. Outcomes of Georgia municipalities were compared to similarly sized Florida municipalities to study how underlying differences in tax structures and economies might have affected those outcomes. Findings Georgia and Florida municipalities relied on very different strategies for surviving the recession and its aftermath. Enterprise activities were critically important in both states with transfers to or from governmental activities rationalized in various ways. While Georgia is generally anti-property tax, more than half the Georgia municipalities relied on property tax increases to survive. Municipalities were unable to count on increased intergovernmental revenues during the recession. Finally, even with a tourist activity advantage, Florida municipalities fared only marginally better during and just after the recession, and fared worse four to six years post-recession. Practical implications The measures developed in this study provide a new, customizable methodology for the evaluation of financial condition that does not require in-depth comparisons to peers. Social implications Small- and medium-sized cities, and especially those in rural areas, are worthy of targeted research to better understand their unique problems. Originality/value This research is novel in utilizing a fiscal condition methodology that can be applied to a single municipality and does not require comparisons to peers for validity. However, it represents a very intuitive and customizable tool for making comparisons between municipalities of any size when such comparisons are desired. Additionally, the focus of this study is on small- to medium-sized municipalities which generally do not receive as much research attention as larger cities.

Intra-national diversity

2018 ◽  
Vol 25 (3) ◽  
pp. 425-442 ◽  
Author(s):  
Srecko Stamenkovic ◽  
Biljana Ratkovic Njegovan ◽  
Maja S. Vukadinovic
Keyword(s):  
Organizational Justice ◽  
Design Methodology ◽  
Ethical Climate ◽  
Positive Impact ◽  
Interactional Justice ◽  
Personal Interest ◽  
Content Type ◽  
The Republic ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to investigate the impact of organizational justice on the ethical climate in organizations in Serbia.Design/methodology/approachIn the study, 3,413 employees participated whose task was to assess the dimensions of organizational justice (procedural, distributive and interactional) as well as the dimensions of ethical climate (egoism, benevolence and principle).FindingsThe obtained results show that the dimensions of organizational justice are significant predictors of dimensions of ethical climate. The dimension of distributive justice significantly predicts the dimensions of egoism and principle, while the dimensions of procedural and interactional justice significantly predict the dimensions of benevolence and principle. Concerning the structure of the relationship between dimensions of organizational justice and ethical climate, the results also showed that there is intra-national diversity depending on the region of the Republic of Serbia where the organization operates. Ethical climate based on maximization of personal interest is more connected to economically more developed regions with a larger population, while ethical climate based on duties related to norms, laws, rules and policies characterizes less developed regions with a smaller population.Originality/valueIn the context of contemporary Serbian business surrounding, the obtained results are discussed regarding the possibilities for improvement of ethical climate, which should be accompanied and supported by the positive impact of organizational justice.

When things go wrong: the implications for facilitators of work integrated learning placements in international destinations

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Deborah Agnew ◽  
Elizabeth Abery ◽  
Sam Schulz ◽  
Shane Pill
Keyword(s):  
Emotional Labor ◽  
Critical Incidents ◽  
Real Life ◽  
Integrated Learning ◽  
Analysis Model ◽  
Content Type ◽  
Work Integrated Learning ◽  
Staff Wellbeing ◽  
The University ◽  
The Impact

PurposeInternational work integrated learning (iWIL) placements for university students are widely promoted within universities. However, they cannot be offered and sustained without a great deal of time and effort; most commonly the responsibility of an assigned university facilitator. Preparation and support are essential for a positive student experience and iWIL outcome. However, not all experiences and outcomes are positive, or predictable.Design/methodology/approachPersonal vignettes of university iWIL facilitators are used to create a collaborative autoethnography (CAE) of experiences and outcomes where placements have been affected by unexpected or unprecedented “critical incidents” and the impact incurred on these academics. The vignettes are analyzed according to the Pitard (2016) six-step structural analysis model.FindingsAnalysis of the vignettes identifies a resulting workload cost, emotional labor and effect on staff wellbeing. Due to the responsibility and expectations of the position, these incidents placed the university iWIL facilitator in a position of vulnerability, stress, added workload and emotional labor that cannot be compared to other academic teaching roles.Practical implicationsIt is intended through the use of “real life” stories presented in the vignettes, to elicit consideration and recognition of the role of the iWIL facilitator when dealing with “the negatives” and “bring to light” management and support strategies needed.Originality/valueResearch is scant on iWIL supervisor experience and management of “critical incidents”, therefore this paper adds to the literature in an area previously overlooked.

Natural convection flow in a vertical micro-annulus with time-periodic thermal boundary conditions

2018 ◽  
Vol 14 (5) ◽  
pp. 1064-1081
Author(s):  
Basant Kumar Jha ◽  
Michael O. Oni
Keyword(s):  
Nusselt Number ◽  
Natural Convection ◽  
Boundary Conditions ◽  
Skin Friction ◽  
Convection Flow ◽  
Natural Convection Flow ◽  
Content Type ◽  
Thermal Boundary Conditions ◽  
The Impact ◽  
Time Periodic

PurposeThe purpose of this paper is to investigate the impact of time-periodic thermal boundary conditions on natural convection flow in a vertical micro-annulus.Design/methodology/approachAnalytical solution in terms of Bessel’s function and modified Bessel’s function of order 0 and 1 is obtained for velocity, temperature, Nusselt number, skin friction and mass flow rate.FindingsIt is established that the role of Knudsen number and fluid–wall interaction parameter is to decrease fluid temperature, velocity, Nusselt number and skin friction.Research limitations/implicationsNo laboratory practical or experiment was conducted.Practical implicationsCooling device in electronic panels, card and micro-chips is frequently cooled by natural convection.Originality/valueIn view of the amount of works done on natural convection in microchannel, it becomes interesting to investigate the effect that time-periodic heating has on natural convection flow in a vertical micro-annulus. The purpose of this paper is to examine the impact of time-periodic thermal boundary conditions on natural convection flow in a vertical micro-annulus.

scholarly journals Managing online service recovery: procedures, justice and customer satisfaction

2016 ◽  
Vol 26 (6) ◽  
pp. 764-787 ◽  
Author(s):  
Jaywant Singh ◽  
Benedetta Crisafulli
Keyword(s):  
Customer Satisfaction ◽  
Service Recovery ◽  
Interactional Justice ◽  
Online Information ◽  
Online Service ◽  
Mediated Communication ◽  
Content Type ◽  
Recovery Strategies ◽  
The Impact ◽  
Information And Technology

Purpose The internet has changed the way services are delivered and has created new forms of customer-firm interactions. Whilst online service failures remain inevitable, the internet offers opportunities for delivering efficient service recovery through the online channel. Notwithstanding, research evidence on how firms can deliver online service recovery remains scarce. The purpose of this paper is to investigate the impact of two online service recovery strategies – online information and technology-mediated communication – on customer satisfaction, switching and word of mouth intentions. Design/methodology/approach A scenario-based experiment is employed. Data are analysed using partial least squares structural equation modelling. Findings Online information and technology-mediated interactions can be used as online service recovery strategies. When fair, online service recovery can restore customer satisfaction, lower switching and enhance positive word of mouth. Interactional justice delivered through technology-mediated communication is a strong predictor of satisfaction with online service recovery. Yet, customers in subscription services show greater expectations of online service recovery than those in non-subscription services. Research limitations/implications Further research could examine the impact of online service recovery on relational constructs, such as trust. Since customers participate in the online recovery process, future research could investigate the role of customers as co-creators of online service recovery. Practical implications Service managers should design online recovery strategies that meet customer need for interactional justice, for example, bespoke e-mails, and virtual chat communications with genuine customer care. Originality/value Online information and technology-mediated communication function as online service recovery strategies. Customer perceptions of justice towards online service recovery restore satisfaction, and encourage loyal behaviour.

Organizational justice and employee mental health’s moderating roles in organizational identification

2015 ◽  
Vol 4 (1) ◽  
pp. 68-84 ◽  
Author(s):  
Sumita Rai
Keyword(s):  
Mental Health ◽  
Organizational Justice ◽  
Organizational Identification ◽  
Interactional Justice ◽  
Moderating Effect ◽  
Positive Interaction ◽  
Content Type ◽  
Employee Mental Health ◽  
The Impact

Purpose – The purpose of this paper is to test the impact of organizational justice on employees’ mental health. This paper is also an attempt to understand the moderating role of organizational identification on organizational justice and employee mental health. Design/methodology/approach – Standard questionnaires were used to collect data. A survey study was conducted in two multinational companies located in northern and southern part of India. The sample size of the study was 321. Findings – The result of hierarchical regression highlights that distributive and interactional justice were significantly correlated with employee mental health with positive interaction effect in the case of strong identification. Moderating effect of organizational identification on mental health and organizational justice was also found significant. Research limitations/implications – The theoretical development from this paper will contribute to organizational justice research presenting its impact on employee mental health. The moderating effect of organizational identification will bring a new dimension to understand the relationship of organizational justice and mental health. Practical implications – This study will provide insight to practicing manager to reinforce organizational justice practices at workplace. This will also help manager and leader to understand the identification level of employee with organization, and its impact on mental health. Originality/value – This paper explores all the three forms of organizational justice as antecedents. It also studied employee mental health as consequence and the role of organizational identification as moderator on justice and mental health.

Face, fate and brand equity: service recovery justice and satisfaction

2020 ◽  
Vol 37 (7) ◽  
pp. 843-854
Author(s):  
Joseph Lok-Man Lee ◽  
Noel Yee-Man Siu ◽  
Tracy Jun-Feng Zhang
Keyword(s):  
Distributive Justice ◽  
Brand Equity ◽  
Service Recovery ◽  
Interactional Justice ◽  
Content Type ◽  
Cultural Variables ◽  
Justice Perceptions ◽  
The Impact ◽  
The Relationship ◽  
Moderating Role

Purpose Can we always expect that service recovery justice leads to satisfaction? Literature has shown that a number of moderating factors impact the recovery justice-satisfaction link in different cultures. However, there is a dearth of research that has indicated the key cultural variables that play a moderating role. This study aims to attempt to fill the research gap by investigating the moderating role of concern for face, belief in fate and brand equity in the relationship between perceived justice and satisfaction in Chinese culture during service recovery. Design/methodology/approach The hypothesized relationships are tested using data from interviews with 600 persons who have recently complained about their telecommunications services. Structural equation modeling is applied in analyzing their responses. Findings Concern for face is found to strengthen the relationship between interactional justice perceptions and satisfaction, but to weaken the relationship between distributive justice perceptions and satisfaction. Belief in fate weakens the link between perceptions of interactional justice and satisfaction. Brand equity positively moderates the relationship between perceptions of interactional justice and satisfaction, but it negatively moderates the relationship between perceptions of distributive justice and satisfaction. Practical implications The cultural variables, namely, face, fate and brand equity, are found to serve as a moderating role in the relationship between recovery justice dimensions and satisfaction. They are more salient when it is related to social element. Face and brand equity, as interpersonal constructs, aggravate the impact of interactional justice on satisfaction. Fate, as non-social factor, weakens the impact of interactional justice on satisfaction. It is argued that managers should provide staff training in product knowledge and customer service as a preventive measure against damage to the brand. Regular customer satisfaction research and benchmarking exercises should be conducted to understand how customers perceive interactional justice. Originality/value This has been the first research to examine the impact of concern for face, belief in fate and brand equity in the relationship between justice perceptions and post-recovery satisfaction during service recovery.

The impact of social visibility of VIP services on satisfaction

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Zhongpeng Cao
Keyword(s):  
Customer Satisfaction ◽  
Boundary Conditions ◽  
Service Providers ◽  
Customer Segmentation ◽  
Mediating Effect ◽  
Perceived Fairness ◽  
Content Type ◽  
The Social ◽  
Social Visibility ◽  
The Impact

Purpose From the perspective of customer segmentation, most scholars show more interest in the very important person (VIP) customer’s service experience and satisfaction; however, the way in which ordinary customers view VIP services has received less attention. Based on fairness heuristic theory and social comparison theory, this study aims to examine the impact of the social visibility of VIP services on ordinary customers’ satisfaction and explored the underlying mechanisms and boundary conditions of this effect. Design/methodology/approach Two experiments were conducted, Study 1 verified the main effect and mediating effect, Study 2 tested the moderating effect. Findings The results show that the social visibility of VIP services decreases ordinary customers’ satisfaction and perceived fairness mediates this effect. The deservingness of VIP status moderates the connection between social visibility and perceived fairness. Research limitations/implications This research changes the objects of VIP services research and focuses on ordinary customers as its main group and expands the scope of social comparisons among customers. Practical implications The findings expand the scope and perspective of research on VIP services and provide guidance to service providers to reduce ordinary customers’ feelings of unfairness so as to improve customer satisfaction. Originality/value This study explores the effect of the social visibility of VIP services on ordinary customer satisfaction from the perspective of perceived fairness, as well as the underlying mechanism and boundary conditions of the effect.

The impact of buyer–supplier interaction on ambidextrous innovation and business performance: the moderating role of competitive environment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yu Wang ◽  
Hongyi Sun ◽  
Tao Jia ◽  
Jinliang Chen
Keyword(s):  
Boundary Conditions ◽  
Business Performance ◽  
Ordinary Least Squares ◽  
Competitive Environment ◽  
Least Squares Regression ◽  
Competitive Intensity ◽  
Content Type ◽  
Knowledge Based ◽  
The Impact ◽  
Exploratory Innovation

PurposeThis study is based on knowledge-based view to examine the relationships among buyer–supplier interaction, ambidextrous innovation and business performance. It includes competitive intensity and dysfunctional competition to clarify boundary conditions.Design/methodology/approachThe ordinary least squares regression was conducted to test hypotheses. The survey data were collected from 182 Hong Kong manufacturing firms.FindingsBuyer–supplier interaction facilitates ambidextrous innovation, namely exploitative innovation and exploratory innovation. In turn, exploitative innovation enhances business performance, whereas exploratory innovation has no influence on business performance. Competitive intensity strengthens while dysfunctional competition weakens the impact of buyer–supplier interaction on ambidextrous innovation.Research limitations/implicationsThis study is based on the knowing processes of knowledge-based view. It contends that business performance is derived from ambidextrous innovation, which depends on the utilization of acquired supplier knowledge and the influence of external competitive environment. The test of relationships is constrained by the single-source and cross-sectional data.Practical implicationsFirms should engage in buyer–supplier interaction to acquire and utilize supplier knowledge. Meanwhile, they should monitor competitive environment to seize opportunities and avoid threats.Originality/valueThis study builds a holistic framework for buyer–supplier interaction, which reconciles the mixed arguments by distinguishing its effects on ambidextrous innovation, and by clarifying boundary conditions in terms of competitive intensity and dysfunctional competition.

Labors of love: service employees on customer participation

2020 ◽  
Vol 30 (6) ◽  
pp. 585-607
Author(s):  
Laee Choi ◽  
Charles A. Lawry
Keyword(s):  
Job Stress ◽  
Emotional Labor ◽  
Well Being ◽  
Customer Participation ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
Service Employees ◽  
Significant Difference ◽  
The Impact

PurposeVery few studies have considered how customer participation (CP) influences service employees' well-being. CP may lead employees to engage in emotional labor strategies (surface/deep acting), which can elevate their job stress. Whereas surface acting involves falsifying emotions, deep acting involves empathizing with others. Therefore, the current article examines how these emotional labor strategies arise from CP and create job stress.Design/methodology/approachStudy 1 is an online survey of service employees' wellbeing during CP (n = 509). Study 2 compares service employees' responses within hedonic and utilitarian service settings through a scenario-based experiment (n = 440). PROCESS was used to analyze the data in both studies.FindingsFirst, study 1 supports that perceived CP increases job stress. Secondly, surface acting mediates the link between CP and job stress, but deep acting does not. Thereafter, Study 2 shows that the link between CP and job stress decreases as employee-customer identification (ECI) increases only during surface acting. Additionally, the impact of surface acting on job stress during CP is greater for hedonic services than utilitarian services, but there is no significant difference for deep acting.Originality/valueThis article contributes an original perspective by comparing models of service employees' responses to CP and job stress in hedonic versus utilitarian settings. Moreover, the intervening effects of ECI and emotional labor strategies on job stress, as demonstrated through these employee-facing models, offer added value to the CRM and co-creation literature.

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