Illegitimate Customer Complaining Behavior in Hospitality Service Encounters: A Frontline Employee Perspective

被引:35
|
作者
Huang, Zhuowei [1 ]
Miao, Li [2 ]
机构
[1] Univ Illinois, Recreat Sport & Tourism, Urbana, IL 61801 USA
[2] Oklahoma State Univ, Sch Hotel & Restaurant Adm, Stillwater, OK 74078 USA
关键词
illegitimate customer complaining behavior; frontline employees; perceptions; emotional responses; coping responses; management responses; hospitality industry; LEARNED HELPLESSNESS; VERBAL AGGRESSION; QUALITATIVE DATA; EMOTIONAL LABOR; CONSUMER; SATISFACTION; INJUSTICE; FAILURE;
D O I
10.1177/1096348013515916
中图分类号
F [经济];
学科分类号
02 ;
摘要
This study explored frontline employees' perceptions of and responses to illegitimate customer complaining behavior (ICCB) in hospitality business settings. In-depth interviews were conducted with frontline employees who had firsthand experiences with ICCB. Analysis of data revealed three types of illegitimate complainants as perceived by frontline employees: opportunistic plotters, repetitive grumblers, and occasional tyrants. In addition, some unique patterns of employees' responses to ICCB were identified, including the double-whammy effect of ICCB on employees' evaluative and emotional responses, emotional paradox, learned helplessness, and process-focused coping. Based on the results, this study developed a conceptual framework with four propositions related to frontline employees' responses to ICCB. The theoretical and managerial implications of the findings were also discussed.
引用
收藏
页码:655 / 684
页数:30
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