126 0

The Consequences of Customer-Oriented Constructive Deviance in Luxury-Hotel Restaurants

Title
The Consequences of Customer-Oriented Constructive Deviance in Luxury-Hotel Restaurants
Author
공태식
Keywords
Customer-oriented constructive deviance; Customer gratitude; Service climate; Employee guilt; Ethical climate
Issue Date
2020-11
Publisher
ELSEVIER SCI LTD
Citation
JOURNAL OF RETAILING AND CONSUMER SERVICES, v. 57, Article no. 102254, 9pp
Abstract
Prior research has illustrated the antecedents of customer-oriented constructive deviance. However, research on their consequences has been limited. To clarify the relationship between customer-oriented constructive deviance and its outcome, the present study is based on affective event theory and posits that customer-oriented constructive deviance predicts customer gratitude and employee guilt, which in turn lead to customer and employee satisfaction and loyalty, respectively. This research also investigates how service and ethical climates moderate these relationships. Based on a dataset comprising 223 matched employee–customer pairs collected from luxury hotel restaurants, we found that customer-oriented constructive deviance is positively related to customer loyalty, but negatively related to employee loyalty. Furthermore, service and ethical climates are found to have disparate impacts on these relationships. Our findings call attention to a potential risk that managers should be aware of when they manage customer-oriented constructive deviance to achieve greater customer service.
URI
https://www.sciencedirect.com/science/article/pii/S0969698920312625https://repository.hanyang.ac.kr/handle/20.500.11754/165253
ISSN
0969-6989
DOI
10.1016/j.jretconser.2020.102254
Appears in Collections:
COLLEGE OF BUSINESS AND ECONOMICS[E](경상대학) > BUSINESS ADMINISTRATION(경영학부) > Articles
Files in This Item:
There are no files associated with this item.
Export
RIS (EndNote)
XLS (Excel)
XML


qrcode

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.

BROWSE