Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective

被引:101
作者
Cai, Ruiying [1 ]
Lu, Lu [2 ]
Gursoy, Dogan [3 ,4 ]
机构
[1] Colorado Mesa Univ, Dept Business, 1100 North Ave, Grand Junction, CO 81501 USA
[2] Temple Univ, Sch Sports Tourism & Hospitality Management, Dept Tourism & Hospitality Management, Philadelphia, PA 19122 USA
[3] Washington State Univ, Carson Coll Business, Sch Hospitality Business Management, Pullman, WA 99164 USA
[4] Univ Johannesburg, Fac Management, Sch Tourism & Hospitality, Johannesburg, South Africa
关键词
Customer misbehavior; Disruptive customers; Appraisal theory; Perceived powerlessness; Perceived betrayal; Negative emotions; MORAL IDENTITY; COGNITIVE APPRAISAL; SHARING ECONOMY; MODERATING ROLE; CO-CREATION; SATISFACTION; EMOTION; IMPACT; POWER; CONSUMERS;
D O I
10.1016/j.tourman.2018.06.013
中图分类号
X [环境科学、安全科学];
学科分类号
08 ; 0830 ;
摘要
Drawing upon the appraisal theory, this study proposes and tests a conceptual model to delineate customers' evaluative process of disruptive customer behaviors in a shared service environment (e.g., theme parks, airplanes, restaurants). Using a scenario-based online experiment, two sets of data were collected from U.S. customers and analyzed by a series of regression analyses. Findings suggest that customers go through a systematic evaluative process of primary appraisal (e.g., congruence and relevance) and secondary appraisal (e.g., cognitions and emotions), which results in the development of coping behaviors (e.g., active and passive coping). Cognitions are found to have direct influences on passive and active coping. Perceived powerlessness, perceived betrayal, and perceived identity threat are identified as critical cognitions. Negative emotions are found to result in active coping. Primary appraisal (e.g., congruence and relevance) either directly affects coping behaviors, or indirectly through cognitions and negative emotions. Theoretical and managerial implications are further elaborated.
引用
收藏
页码:330 / 344
页数:15
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