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

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2023-09-07 DOI:10.1080/15332969.2023.2254575

Kangcheol Lee, Taeshik Gong

引用次数: 0

Abstract

Abstract 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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功能失调的顾客行为对服务业人格解体和服务破坏的影响

摘要本实证研究考察了人格解体在功能失调的客户行为和服务破坏之间的中介作用。这项研究进一步确定了调解模式是由关爱气氛调节的。参与者包括81名服务经理和622名员工。结果表明，功能失调的客户行为增加了去人格化，进而导致服务破坏，而高度关爱的氛围通过去人格化降低了功能失调客户行为对服务破坏的影响。因此，服务组织应该建立一种关爱的氛围，以减轻功能失调的客户行为对服务破坏的影响。

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

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.