Service staff encounters with dysfunctional customer behavior: Does supervisor support mitigate negative emotions?

ABSTRACT: Dysfunctional customer behavior is common in service settings. For frontline employees, negative encounters can cause short-term despondency or have profound, long-term psychological effects that often result in both direct and indirect costs to service firms. Existing research has explored the influence of dysfunctional customer behavior on employee emotions, but it has not fully investigated the psychological mechanism through which customer misbehavior transforms into employee responses. To maintain service quality and employee well-being, it is important to understand the impact of customer misconduct on employee emotions and its effect on subsequent service behavior. To assess the process through which dysfunctional customer behavior manifests as negative emotions in frontline service

SUBMITTER: Xiao B 

PROVIDER: S-EPMC9465484 | biostudies-literature | 2022

REPOSITORIES: biostudies-literature