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.

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 does dysfunctional customer behavior affect employee turnover

2019 ◽  
Vol 29 (3) ◽  
pp. 329-352 ◽  
Author(s):  
Taeshik Gong ◽  
Chen-Ya Wang
Keyword(s):  
Employee Turnover ◽  
Customer Behavior ◽  
Content Type ◽  
Service Employees ◽  
Individual Level ◽  
Moderated Mediation Model ◽  
Dysfunctional Customer Behavior ◽  
Employee Stress ◽  
The Uk ◽  
The Impact

Purpose Dysfunctional customer behavior is believed to engender employee stress and, in turn, fuel employee turnover. However, little research has examined the moderating role of individual-level and contextual-level resource variables. The purpose of this paper is to fill these gaps by examining employee embeddedness and individualism–collectivism as putative moderators of the hypothesized mediation chain. Design/methodology/approach The authors conducted a field study involving 264 service employees working in two hotels operated by the same international hotel chain, one in South Korea (n=138) and the other in the UK (n=126). Findings Results show that employee embeddedness weakens the impact of dysfunctional customer behavior on employee turnover via employee stress. In addition, findings suggest that collectivists (individualists) are more (less) likely to be receptive to embeddedness cues. Originality/value This is the first known study to show that employee embeddedness can mitigate the impact of dysfunctional customer behavior on turnover via employee stress. This moderated-mediation model is further moderated by employees’ cultural value orientation (individualism–collectivism). Prior literature is not explicit on these complex models.

scholarly journals Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers

2020 ◽  
Vol 12 (20) ◽  
pp. 8427
Author(s):  
Asif Nawaz ◽  
Beenish Tariq ◽  
Sarfraz Ahmed Dakhan ◽  
Antonio Ariza-Montes ◽  
Niaz Ahmed Bhutto ◽  
...  
Keyword(s):  
Service Recovery ◽  
Verbal Aggression ◽  
Customer Behavior ◽  
Mediating Effect ◽  
Customer Demand ◽  
Dysfunctional Behavior ◽  
Employee Burnout ◽  
Dysfunctional Customer Behavior ◽  
Multi Level

This study examined the trickle in, out, around and trickle back effect of dysfunctional customer behavior on employees and consequently employees’ incivility and service recovery efforts toward customers. Furthermore, this study has specifically tested the mediating effect of employee burnout to examine the trickle around and trickle back effect. To explore the multi-level trickle effect, this study has collected data from two sources, i.e., customers and employees. The data was analyzed with the help of AMOS. The results revealed that customer’s verbal aggression escalates employee’s burnout, which in turn affects employee’s incivility towards customers. However, the indirect paths from disproportionate customer demand toward service recovery efforts and employee’s incivility towards customers were found to be insignificant. This study addressed the existing gap in the literature by examining the trickle effect within and outside the boundaries of an organization. The results of this study laid down some useful managerial and theoretical implications.

Research on Knowledge Discovery and Stock Forecasting of Financial News Based on Domain Ontology

2019 ◽  
Vol 18 (03) ◽  
pp. 953-979 ◽  
Author(s):  
Lingling Zhang ◽  
Minghui Zhao ◽  
Zili Feng
Keyword(s):  
Knowledge Acquisition ◽  
Knowledge Discovery ◽  
Tacit Knowledge ◽  
Explicit Knowledge ◽  
Academic Research ◽  
Online News ◽  
Domain Ontology ◽  
General Mechanism ◽  
Financial News ◽  
Knowledge Reasoning

In the era of big data, how to obtain useful knowledge from online news and utilize it as an important basis to make investment decision has become the hotspot of industrial and academic research. At present, there have been research and practice on explicit knowledge acquisition from news, but tacit knowledge acquisition is still under exploration. Based on the general mechanism of domain knowledge, knowledge reasoning, and knowledge discovery, this paper constructs a framework for discovering tacit knowledge from news and applying the knowledge to stock forecasting. The concrete work is as follows: First, according to the characteristics of financial field and the conceptual cube, the conceptual structure of industry–company–product is constructed, and the framework of domain ontology is put forward. Second, with the construction of financial field ontology, the financial news knowledge management framework is proposed. Besides, with the application of attributes in ontology and domain rules extracted from news text, the knowledge reasoning mechanism of financial news is constructed to achieve financial news knowledge discovery. Finally, news knowledge that reflects important information about stock changes is integrated into the traditional stock price forecasting model and the newly proposed model performs well in the empirical analysis of polyester industry.

The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience

2019 ◽  
Vol 6 (1) ◽  
pp. 89-113 ◽  
Author(s):  
Markus Groth ◽  
Yu Wu ◽  
Helena Nguyen ◽  
Anya Johnson
Keyword(s):  
Customer Service ◽  
Emotional Labor ◽  
Customer Orientation ◽  
Current Knowledge ◽  
Service Research ◽  
Future Research ◽  
Central Feature ◽  
Service Employees ◽  
Theoretical Perspectives ◽  
The Moment

Customer service is a central feature of the service context. As service research has evolved into a burgeoning multidisciplinary field, management scholars have developed an impressive body of research regarding the antecedents, processes, and outcomes of customer service. We provide an integrative review and synthesis of the literature with a focus on three important and interrelated aspects of customer service that specifically focus on the interpersonal service interaction between employees and customers: ( a) affect in customer service, including emotional labor and emotional contagion processes; ( b) customer mistreatment, the low-quality interpersonal treatment of customers toward service employees; and ( c) customer service behaviors, including customer orientation and service-oriented citizenship behaviors. We review theoretical perspectives for each of these streams of research and summarize the current knowledge regarding empirical findings. We provide a critical assessment of the literature and conclude with a discussion of future research agendas and practical implications for service managers.

scholarly journals Customer orientation: the interactive effect of role clarity and learning goal orientation

2020 ◽  
Vol 27 (3) ◽  
pp. 303-314
Author(s):  
Klaus J. Templer ◽  
Jeffrey C. Kennedy ◽  
Riyang Phang
Keyword(s):  
Goal Orientation ◽  
Customer Orientation ◽  
Interactive Effect ◽  
Selection Criterion ◽  
Role Clarity ◽  
High Learning ◽  
Content Type ◽  
Service Employees ◽  
Learning Goal ◽  
Learning Goal Orientation

PurposeCustomer orientation of service employees relates to customer satisfaction and loyalty, sales growth and business performance. Drawing from conservation of resources (COR) theory, the aim of this study was to test the interactive effects of service employees' role clarity and learning goal orientation on customer orientation. Specifically, it was hypothesized that even under conditions of low role clarity, service employees with high learning goal orientation would maintain a high level of customer orientation.Design/methodology/approachParticipants were 323 employees of 4- and 5-star hotels in Singapore. Using questionnaires, they reported their role clarity, learning goal orientation and customer orientation. For hypothesis testing, moderated regression analysis was performed.FindingsRole clarity and learning goal orientation were significantly related to customer orientation, and in support of the hypothesis, the interaction effect of role clarity and learning goal orientation was also significant. With high role clarity, all employees showed high customer orientation. But with low role clarity, only employees with high learning goal orientation demonstrated high customer orientation.Practical implicationsThe recommendations from this study are to include learning goal orientation as a selection criterion for service employees and to clearly define the roles of existing service employees, especially for those with low learning goal orientation.Originality/valueThe originality and value of this study lies in highlighting the importance of learning goal orientation especially under conditions of low role clarity.

scholarly journals Working out What Works: The Role of Tacit Knowledge Where Urban Greenspace Research, Policy and Practice Intersect

2019 ◽  
Vol 11 (18) ◽  
pp. 5029 ◽  
Author(s):  
Julian Dobson ◽  
Nicola Dempsey
Keyword(s):  
Tacit Knowledge ◽  
Research Policy ◽  
Academic Research ◽  
Mental Wellbeing ◽  
Local Context ◽  
Urban Nature ◽  
Policy And Practice ◽  
Health And Wellbeing ◽  
Urban Greenspace

Policymakers and practitioners working in urban greenspace management want to know what kind of interventions are effective in promoting mental wellbeing. In practice, however, they rely on multiple forms of knowledge, often in unwritten form. This paper considers how such knowledge is interpreted and used by a range of stakeholders to identify greenspace interventions to support residents’ health and wellbeing in one UK city. It examines the interface between academic research, policy and practice, drawing on the findings of a three-year study in Sheffield, UK. The Improving Wellbeing through the Urban Nature project investigated the links between ‘urban nature’ and mental health. One strand of the research sought to influence policy and practice, and this article presents findings and reflects on some of the processes of this exercise. It highlights the role of tacit knowledge in practice and its influence on practitioners’ choice of greenspace interventions and the challenges in drawing on such knowledge to influence policy. The findings affirm practice-based knowledge as socially situated, interpretively fashioned and politically weighted. This paper concludes by demonstrating the importance of considering the local context when devising policy prescriptions for greenspace provision and management.

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