不正常的客户行为和服务质量承诺

Marketing Intelligence & Planning Pub Date : 2022-07-08 DOI:10.1108/mip-01-2022-0009

Kangcheol Lee, Taeshik Gong

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引用次数: 1

摘要

目的研究倦怠在功能失调顾客行为与服务质量承诺之间的中介作用。本研究还探讨了关怀和工具气候的调节中介作用。设计/方法/方法收集了622名一线员工和81名经理的数据。数据分析采用多级结构方程建模。研究发现:员工倦怠负向中介顾客功能失调行为与服务质量承诺之间的关系。此外，关爱的气候会削弱这种间接影响。本研究发现，失调性顾客行为透过倦怠降低顾客对服务品质的承诺，而关怀氛围的减少则削弱这种间接影响。

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Dysfunctional customer behavior and commitment to service quality

PurposeThis study examines the mediating effects of burnout on the relationship between dysfunctional customer behavior and commitment to service quality. The study also investigates the moderated mediation effects of caring and instrumental climates.Design/methodology/approachData were collected from 622 frontline employees and 81 managers. Data analysis uses multi-level structural equation modeling.FindingsThe findings show that employee burnout negatively mediates the relationship between dysfunctional customer behavior and commitment to service quality. Moreover, a caring climate weakens this indirect effect.Originality/valueThis study reveals that dysfunctional customer behavior decreases commitment to service quality through burnout and caring climate decrease weakens this indirect effect.

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Marketing Intelligence & Planning

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