压垮骆驼的稻草:服务提供商容易受到客户无礼的伤害

IF 3.9 3区 管理学 Q2 BUSINESS Journal of Service Theory and Practice Pub Date : 2022-06-24 DOI:10.1108/jstp-11-2021-0238
Jennifer Loh, Md. Irfanuzzaman Khan, Raechel Johns
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引用次数: 6

摘要

客户的不文明行为是服务供应商所关注的问题,可能导致他们或他们的客户越来越脆弱。本文旨在探讨顾客不文明行为与服务提供者报复和工作结果之间的互动关系。此外,权力距离取向和性别是顾客与报复行为之间的潜在调节因素。设计/方法/方法通过结构方程模型对五个假设进行了实证检验。总体而言,在澳大利亚(233人)、新加坡(199人)和菲律宾(247人)这三个国家招募的679名服务提供商(356名男性和323名女性)接受了在线调查。结果表明,不文明行为会导致工作疲劳,进而对工作满意度产生负向影响。权力距离取向调节了客户与报复性不礼貌行为之间的关系,导致员工对工作的疲惫和不满。重要的是,研究结果还显示,与男性服务提供者相比,权力距离较高的女性服务提供者更倾向于煽动不文明行为。独创性/价值本研究结合资源保护理论和消极螺旋不文明理论,对顾客不文明、报复性不文明与工作成果之间的直接效应和交互效应提供了一个完整的、有凝聚力的解释。此外,情绪耗竭促进工作不满的研究结果强调了检查前者角色的重要性,特别是在权力距离较高的女性服务提供者中,因为她们在不文明事件中可能无法抑制自己的报复行为。提出了若干切实可行的解决办法,旨在减少受虐待的服务提供者所遇到的脆弱性。
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The straw that breaks the camel's back: service provider vulnerability to customer incivility
PurposeUncivil customer behaviour is a concern for service providers and can result in increasing vulnerability for them or their customers. This paper aimed to investigate the interactional link between customer incivility and service provider retaliation and job outcomes. Furthermore, power distance orientation and gender were investigated as potential moderators between customer and retaliation incivilities.Design/methodology/approachFive hypotheses were examined empirically through structural equation modelling. Overall, 679 (356 males and 323 females) service providers recruited across three countries, namely Australia (N = 233), Singapore (N = 199) and the Philippines (N = 247), were surveyed online.FindingsThe results indicated that incivility caused work exhaustion, which negatively impacted job satisfaction. Power distance orientation moderated the association between customer and retaliatory incivilities, leading to exhaustion and dissatisfaction with one's job. Importantly, the results also revealed that the female service providers with a higher power distance tend to instigate incivility compared to their male counterparts.Originality/valueBy incorporating both conservation of resource and negative spiral incivility theories, this study provided an integrated and cohesive explanation for both the direct and interaction effects between customer incivility, retaliatory incivility and work outcomes. In addition, the finding that emotional exhaustion promoted job dissatisfaction highlighted the importance of examining the former's role especially among the female service providers with a higher power distance as they may be less able to restrain their retaliatory behaviours during uncivil incidents. Several practical solutions aimed at reducing the vulnerability encountered by the mistreated service providers were proposed.
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来源期刊
CiteScore
8.00
自引率
15.20%
发文量
29
期刊介绍: Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.
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