Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers
| Autor: | Beenish Tariq, Asif Nawaz, Sarfraz Ahmed Dakhan, Niaz Ahmed Bhutto, Antonio Ariza-Montes, Heesup Han |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2020 |
| Předmět: |
Geography
Planning and Development TJ807-830 deviant work behavior Dysfunctional family Management Monitoring Policy and Law Burnout TD194-195 Renewable energy sources 0502 economics and business GE1-350 TRICKLE Consumer behaviour trickle effect Environmental effects of industries and plants burnout service recovery Renewable Energy Sustainability and the Environment 05 social sciences Service recovery Incivility Environmental sciences customer verbal aggression 050211 marketing Verbal aggression Abnormality Psychology Social psychology 050203 business & management |
| Zdroj: | Sustainability Volume 12 Issue 20 Sustainability, Vol 12, Iss 8427, p 8427 (2020) |
| ISSN: | 2071-1050 |
| DOI: | 10.3390/su12208427 |
| Popis: | This study examined the trickle in, out, around and trickle back effect of dysfunctional customer behavior on employees and consequently employees&rsquo incivility and service recovery efforts toward customers. Furthermore, this study has specifically tested the mediating effect of employee burnout to examine the trickle around and trickle back effect. To explore the multi-level trickle effect, this study has collected data from two sources, i.e., customers and employees. The data was analyzed with the help of AMOS. The results revealed that customer&rsquo s verbal aggression escalates employee&rsquo s burnout, which in turn affects employee&rsquo s incivility towards customers. However, the indirect paths from disproportionate customer demand toward service recovery efforts and employee&rsquo s incivility towards customers were found to be insignificant. This study addressed the existing gap in the literature by examining the trickle effect within and outside the boundaries of an organization. The results of this study laid down some useful managerial and theoretical implications. |
| Databáze: | OpenAIRE |
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