Influence of dysfunctional customer behavior on depersonalization and service sabotage in the service industry
- Title
- Influence of dysfunctional customer behavior on depersonalization and service sabotage in the service industry
- Author
- 공태식
- Keywords
- Caring climate; dysfunctional customer behavior; depersonalization; service sabotage
- Issue Date
- 2023-09
- Publisher
- Taylor & Francis
- Citation
- Services Marketing Quarterly, v. 44, NO. 4, Page. 1.0-21.0
- 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.
- URI
- https://www.tandfonline.com/doi/full/10.1080/15332969.2023.2254575https://repository.hanyang.ac.kr/handle/20.500.11754/187725
- ISSN
- 1533-2969;1533-2977
- DOI
- 10.1080/15332969.2023.2254575
- Appears in Collections:
- COLLEGE OF BUSINESS AND ECONOMICS[E](경상대학) > BUSINESS ADMINISTRATION(경영학부) > Articles
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