Full metadata record
DC Field | Value | Language |
---|---|---|
dc.contributor.author | 공태식 | - |
dc.date.accessioned | 2023-12-22T01:11:05Z | - |
dc.date.available | 2023-12-22T01:11:05Z | - |
dc.date.issued | 2023-09 | - |
dc.identifier.citation | Services Marketing Quarterly, v. 44, NO. 4, Page. 1.0-21.0 | - |
dc.identifier.issn | 1533-2969;1533-2977 | - |
dc.identifier.uri | https://www.tandfonline.com/doi/full/10.1080/15332969.2023.2254575 | en_US |
dc.identifier.uri | https://repository.hanyang.ac.kr/handle/20.500.11754/187725 | - |
dc.description.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. | - |
dc.description.sponsorship | This work was supported by the Ministry of Education of the Republic of Korea and the National Research Foundation of Korea (NRF-2022S1A5A2A0 | - |
dc.language | en | - |
dc.publisher | Taylor & Francis | - |
dc.subject | Caring climate | - |
dc.subject | dysfunctional customer behavior | - |
dc.subject | depersonalization | - |
dc.subject | service sabotage | - |
dc.title | Influence of dysfunctional customer behavior on depersonalization and service sabotage in the service industry | - |
dc.type | Article | - |
dc.relation.no | 4 | - |
dc.relation.volume | 44 | - |
dc.identifier.doi | 10.1080/15332969.2023.2254575 | - |
dc.relation.page | 1.0-21.0 | - |
dc.relation.journal | Services Marketing Quarterly | - |
dc.contributor.googleauthor | 공태식 | - |
dc.sector.campus | E | - |
dc.sector.daehak | 경상대학 | - |
dc.sector.department | 경영학부 | - |
dc.identifier.pid | gongts | - |
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