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题名Buffering negative impacts of jaycustomer behavior on service employees
作者
发表日期2020-09-03
发表期刊Journal of Services Marketing
ISSN/eISSN0887-6045
卷号34期号:5页码:635-650
摘要

Purpose: Service employees often encounter jaycustomer behavior in their daily interactions with customers. This paper aims to investigate the influences of day-to-day jaycustomer behavior on service employees’ performance and behavior, as well as the managerial practice to buffer its negative impacts in the retail industry.

Design/methodology/approach: Diary survey data was collected from 73 service employees in 10 consecutive working days. Multi-level modeling analyses were used to analyze the data.

Findings: Daily jaycustomer behavior triggered daily anger and daily anxiety, which, in turn, led to daily sabotage and shrunken daily service delivery, respectively. Procedural justice weakened the jaycustomer behavior – anger relationship but did not buffer the relationship between jaycustomer behavior and anxiety. The indirect effect of jaycustomer behavior on sabotage via anger was stronger when employees perceived low rather than high procedural justice.

Research limitations/implications: Future research can explore other types of contextual factors to alleviate the negative impacts of jaycustomer behavior.

Practical implications: Considering the importance of procedural justice in reducing negative consequences of jaycustomer behavior, retail organizations should develop fair decision-making procedures.

Originality/value: This study has several contributions. First, this study advances understanding on detrimental impacts of jaycustomer behavior by distinguishing employees' acute emotional responses and explaining the differential behavioral outcomes on service quality. Second, the authors apply a daily research paradigm to better capture the daily-happening nature of jaycustomer behavior. Third, the authors add to the insufficient knowledge of buffering the negative effects of jaycustomer behavior on service employees by investigating procedural justice as a moderator.

关键词Anger Anxiety Emotion Employee Jaycustomer behavior Justice Procedural justice Service encounter Service marketing
DOI10.1108/JSM-03-2019-0112
URL查看来源
收录类别SSCI
语种英语English
WOS研究方向Business & Economics
WOS类目Business
WOS记录号WOS:000524466100001
Scopus入藏号2-s2.0-85083054005
引用统计
被引频次:13[WOS]   [WOS记录]     [WOS相关记录]
文献类型期刊论文
条目标识符https://repository.uic.edu.cn/handle/39GCC9TT/9575
专题个人在本单位外知识产出
通讯作者Tan, Alice J. M.
作者单位
Department of Management and Marketing,Faculty of Business Administration,University of Macau,Macao,China
推荐引用方式
GB/T 7714
Tan, Alice J. M.,Loi, Raymond,Lam, Long W.et al. Buffering negative impacts of jaycustomer behavior on service employees[J]. Journal of Services Marketing, 2020, 34(5): 635-650.
APA Tan, Alice J. M., Loi, Raymond, Lam, Long W., & Chow, Cheris W.C. (2020). Buffering negative impacts of jaycustomer behavior on service employees. Journal of Services Marketing, 34(5), 635-650.
MLA Tan, Alice J. M.,et al."Buffering negative impacts of jaycustomer behavior on service employees". Journal of Services Marketing 34.5(2020): 635-650.
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