Does employee intervention encourage or discourage the spread of dysfunctional customer behavior?

IF 3.9 3区 管理学 Q2 BUSINESS
Yu-Shan (Sandy) Huang, Ruping Liu
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引用次数: 0

Abstract

Purpose

Dysfunctional customer behavior (DCB) is costly and problematic for organizations. This research seeks to understand how DCB spreads and how businesses can effectively deal with it through employee intervention.

Design/methodology/approach

This research conducted a survey study and an experimental study to examine the proposed model.

Findings

Through two studies, we discovered that when an employee intervenes to stop DCB and is perceived as having high coping ability, observing customers learn from the employee’s action, resulting in reduced empathy toward the dysfunctional customer and diminished intentions to engage in DCB. Conversely, if they perceive the employee as having low coping ability, the intervention backfires, enhancing the observers’ empathy toward the dysfunctional customer and consequently leading them to engage in more DCB.

Originality/value

This research unveils an additional mechanism that explains the spread of DCB. It also contributes to the employee intervention literature by shedding light on when employee intervention can backfire. Further, our application of social learning theory along with the person-situation interaction literature offers a fresh perspective in explaining service exchanges.

员工的干预是鼓励还是阻止功能失调客户行为的蔓延?
目的功能失调型客户行为(DCB)对企业来说代价高昂,问题重重。研究结果通过两项研究,我们发现,当一名员工采取干预措施以阻止客户的失常行为,并且被认为具有较高的应对能力时,观察客户会从员工的行为中吸取教训,从而减少对失常客户的同情,并降低参与客户失常行为的意愿。相反,如果他们认为该员工的应对能力较低,干预就会适得其反,增强观察者对功能失调顾客的移情,从而导致他们参与更多的DCB。这项研究还揭示了员工干预何时会适得其反,从而为员工干预文献做出了贡献。此外,我们对社会学习理论和人-情境互动文献的应用为解释服务交换提供了一个全新的视角。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
8.00
自引率
15.20%
发文量
29
期刊介绍: Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.
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