Influence of Dysfunctional Customer Behavior on Depersonalization and Service Sabotage in the Service Industry

被引：0
|
作者：
Lee, Kangcheol [1 ]
Gong, Taeshik [1 ]
机构：
[1] Hanyang Univ ERICA, Coll Business & Econ, 55 Hanyangdaehak Ro, Ansan 15588, Gyeonggi Do, South Korea
来源：
SERVICES MARKETING QUARTERLY | 2023年 / 44卷 / 04期
基金：
新加坡国家研究基金会;
关键词：
Caring climate; dysfunctional customer behavior; depersonalization; service sabotage; ETHICAL CLIMATE; FRONTLINE EMPLOYEES; WORKPLACE DEVIANCE; CARING CLIMATE; MISTREATMENT; CONSERVATION; INCIVILITY; RESOURCES; BURNOUT; CONTEXT;
D O I：
10.1080/15332969.2023.2254575
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This empirical study examines the mediating role of depersonalization on the relationship between dysfunctional customer behavior and service sabotage. This study further identifies the mediation model is moderated by a caring climate. Participants comprised 81 service managers and 622 employees. Results showed that dysfunctional customer behavior increases depersonalization, which in turn leads to service sabotage, and a highly caring climate decreases the effect of dysfunctional customer behavior on service sabotage through depersonalization. Therefore, service organizations should establish a caring climate to mitigate the impact of dysfunctional customer behavior on service sabotage.
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页码：309 / 329
页数：21
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