The effects of dysfunctional customer behavior and abusive supervision on emotional exhaustion, service sabotage, and rapport in the travel industry industry

2020 ◽  
Vol 34 (12) ◽  
pp. 139-153
Author(s):  
Min-Kyoung Kim ◽  
So-Young Yim ◽  
Byung-Woong Chung
Keyword(s):  
Emotional Exhaustion ◽  
Abusive Supervision ◽  
Customer Behavior ◽  
Service Sabotage ◽  
Dysfunctional Customer Behavior ◽  
Travel Industry

scholarly journals Dysfunctional Customer Behavior, Employee Service Sabotage, and Sustainability: Can Social Support Make a Difference?

2021 ◽  
Vol 18 (7) ◽  
pp. 3628
Author(s):  
Jinsoo Hwang ◽  
Yekyoung Yoo ◽  
Insin Kim
Keyword(s):  
Social Support ◽  
Emotional Exhaustion ◽  
Customer Behavior ◽  
Restaurant Industry ◽  
Customer Contact ◽  
Service Employees ◽  
Mediating Role ◽  
Proposed Model ◽  
Service Sabotage ◽  
Dysfunctional Customer Behavior

In a restaurant industry, dysfunctional customer behavior damages customer-contact service employees’ mental health which may lead to employee defection. This study examined the effects of dysfunctional customer behavior on service employees’ service sabotage which is a mechanisms for protecting themselves from outside pressures. Additionally, it determined if emotional exhaustion plays a mediating role in the relationship between dysfunctional customer behavior and employees’ service sabotage and verified the moderating role of social support. The proposed model was tested empirically using the data from 329 restaurant customer-contact service employees in South Korea. The results indicated that dysfunctional customer behavior increased the incidence of employees’ service sabotage. Moreover, emotional exhaustion was a significant mediator in the link from dysfunctional customer behavior to employees’ service sabotage. In addition, social support moderated the effects of dysfunctional customer behavior on service sabotage. This study provides insights into the effects of dysfunctional customer behavior and methods of supporting employees socially.

How CSR impact meaning of work and dysfunctional customer behavior

2018 ◽  
Vol 28 (4) ◽  
pp. 507-523 ◽  
Author(s):  
Jiyoung Kim ◽  
Hae-Ryong Kim ◽  
Russell Lacey ◽  
Jaebeom Suh
Keyword(s):  
Emotional Exhaustion ◽  
Structural Equation ◽  
Meaningful Work ◽  
Customer Behavior ◽  
Workplace Stress ◽  
Equation Modeling ◽  
Insurance Company ◽  
Content Type ◽  
Dysfunctional Customer Behavior ◽  
Task Significance

Purpose The purpose of this paper is to investigate how frontline service employees’ (FSEs) perceptions of corporate social responsibility (CSR) can enhance meaningful work perceptions as well as help alleviate FSEs’ perceptions of verbal dysfunctional customer behavior. Design/methodology/approach The conceptual model is empirically examined through a survey of 306 FSEs of a large insurance company in South Korea and tested via structural equation modeling. Findings The results indicate that FSEs’ perceptions of CSR are negatively related to their perceptions of verbal dysfunctional customer conduct, which in turn is shown to be directly linked to emotional exhaustion. FSEs’ CSR perceptions strengthen their view that they are performing meaningful work (i.e. perceived task significance), which in turn strengthens their job satisfaction. Practical implications CSR has a preventive effect on workplace stress reduction, as FSE perceptions of CSR may help them cope with the emotional fatigue of dealing with dysfunctional customer behavior. CSR also provides a needs fulfillment effect, as FSEs’ perceptions of CSR foster perceived task significance and helps reduce their emotional exhaustion from work. Originality/value This is the first study to examine the potential impact of CSR within the context of FSEs’ boundary spanning emotional labor.

scholarly journals Comportamento disfuncional do consumidor e táticas dos funcionários de serviços

2019 ◽  
Vol 12 (2) ◽  
pp. 302
Author(s):  
Paloma Antonio ◽  
Lélis Balestrin Espartel ◽  
Marcelo Gattermann Perin
Keyword(s):  
Tacit Knowledge ◽  
Theoretical Study ◽  
Customer Orientation ◽  
Empirical Test ◽  
Academic Research ◽  
Customer Behavior ◽  
Service Employees ◽  
Frontline Employee ◽  
Dysfunctional Behavior ◽  
Dysfunctional Customer Behavior

Dysfunctional customer behavior has grown substantially and has inspired academic research. In this theoretical study, the authors point out that the promotion of the myth of customer sovereignty through the culture of customer orientation is considered to be one of the variables that trigger these behaviors. The frontline employee manages the interactions in services and seeks to serve clients, but within the limitations of the offers. The discrepancy between the customers’ desires and what he obtains causes disillusionment and potentially dysfunctional behavior. Through their experience, employees accumulate tacit knowledge that grounds their assessment of situations and their development of tactics. On the other hand, organizations do not consider the dysfunctional customer behavior nor the tacit knowledge that exists in the service team in their strategies and actions, eventually not making use of this knowledge that could mitigate such behaviors. This is a theoretical article aimed at opening space for the debate of the dysfunctional customer behavior and service employees’ tactics through a theoretical composition that supports propositions and a conceptual model, as well as the suggestion of a future empirical test.

Abusive supervision and job outcomes: a moderated mediation study

2018 ◽  
Vol 6 (2) ◽  
pp. 137-152 ◽  
Author(s):  
Sajeet Pradhan ◽  
Lalatendu Kesari Jena
Keyword(s):  
Emotional Exhaustion ◽  
Abusive Supervision ◽  
Moderated Mediation ◽  
Mediating Effect ◽  
Intention To Quit ◽  
Conservation Of Resources ◽  
Coworker Support ◽  
Content Type ◽  
Indirect Relationship

Purpose Based on the conservation of resources theory, the purpose of this paper is to investigate the linkage between abusive supervision (a workplace stressor) and subordinate’s intention to quit by focusing on the mediating role of emotional exhaustion. The study also explores the conditional mediation model by testing the moderational role of perceived coworker support on the mediated abusive supervision-intention to quit relationship via emotional exhaustion. Design/methodology/approach To test the proposed hypotheses, the study draws data from 382 healthcare employees working in several hospitals and clinics in the eastern and north-eastern states of India. The authors collected data on the predictor and criterion variables at two time points with a separation of three to four weeks in a reversed order to counter priming effect. Findings The findings of the study reported that emotional exhaustion partially mediated the abusive supervision-intention to quit relationship. The result also supported the assertion that perceived coworker support will moderate the relationship between abusive supervision and subordinate’s intention to quit. The authors also found support to the moderated mediation hypothesis, that suggest perceived coworker support will reduce the mediating effect of abusive supervision-intention to quit relationship via emotional exhaustion. Originality/value This study is among few empirical investigations to investigate and report the interactional effect of perceived coworker support (a buffer) on the indirect relationship between abusive supervision and subordinate’s intention to quit via emotional exhaustion.

The relationship between abusive supervision and employee's reaction: the job demands-resources model perspective

2020 ◽  
Vol 49 (9) ◽  
pp. 2035-2054
Author(s):  
Liang-Chih Huang ◽  
Cheng-Chen Lin ◽  
Szu-Chi Lu
Keyword(s):  
Emotional Exhaustion ◽  
Process Model ◽  
Discriminant Validity ◽  
Job Demands ◽  
Abusive Supervision ◽  
Moderated Mediation ◽  
Job Crafting ◽  
Content Type ◽  
Withdrawal Behavior ◽  
The Relationship

PurposeBased on the job demands-resources model, the present study proposes viewing abusive supervision as one type of job demand causing employees' emotional exhaustion, which results in psychological withdrawal behavior. In addition, job crafting can be viewed as a means to acquire job resources, and it buffers the influence of abusive supervision on employees' emotional exhaustion. Moreover, the present study also proposes the moderating effect of job crafting on abusive supervision and psychological withdrawal behavior will be mediated by emotional exhaustion.Design/methodology/approachConsidering the issue of common method variance, data were not only collected in a multi-temporal research design but also tested by Harman's one-factor test. In addition, a series of confirmatory factor analyses was conducted to ensure the discriminant validity of measures. The moderated mediation hypotheses were tested on a sample of 267 participants.FindingsThe process model analysis showed that emotional exhaustion partially mediates the relationship between abusive supervision and psychological withdrawal behavior. Moreover, job crafting buffers the detrimental effect of abusive supervision on emotional exhaustion, and the less exhausted employees exhibit less psychological withdrawal behavior than those exhausted.Originality/valueThis study proposed a moderated mediation model to examine how and when abusive supervision leads to more employees' psychological withdrawal behaviors, and found that emotional exhaustion is one potential mechanism and job crafting is one potential moderator. Specifically, it was revealed that employees view abusive supervision as a kind of social and organizational aspect of job demands which will exacerbate emotional exhaustion, and, in turn, lead to more psychological withdrawal behavior. However, when employees view themselves as job crafter, they can adopt various job crafting behaviors to decrease the emotional exhaustion, and thus less psychological withdrawal behavior.

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