Dysfunctional Customer Behavior, Employee Service Sabotage, and Sustainability: Can Social Support Make a Difference?

被引：16

作者：

Hwang, Jinsoo ^{[1
]}

Yoo, Yekyoung ^{[2
]}

Kim, Insin ^{[3
]}

机构：

[1] Sejong Univ, Coll Hospitality & Tourism Management, Seoul 143747, South Korea

[2] Pusan Natl Univ, Inst Econ & Int Trade, Busan 46241, South Korea

[3] Pusan Natl Univ, Dept Tourism & Convent, Busan 46241, South Korea

来源：

INTERNATIONAL JOURNAL OF ENVIRONMENTAL RESEARCH AND PUBLIC HEALTH | 2021年 / 18卷 / 07期

关键词：

dysfunctional customer behavior; emotional exhaustion; service sabotage; social support; restaurant industry; EMOTIONAL EXHAUSTION; FRONTLINE EMPLOYEES; RESTAURANT INDUSTRY; MODERATING ROLE; INCIVILITY; ORIENTATION; STRESS; CONSERVATION; RESOURCES; INJUSTICE;

D O I：

10.3390/ijerph18073628

中图分类号：

X [环境科学、安全科学];

学科分类号：

08 ; 0830 ;

摘要：

In a restaurant industry, dysfunctional customer behavior damages customer-contact service employees' mental health which may lead to employee defection. This study examined the effects of dysfunctional customer behavior on service employees' service sabotage which is a mechanisms for protecting themselves from outside pressures. Additionally, it determined if emotional exhaustion plays a mediating role in the relationship between dysfunctional customer behavior and employees' service sabotage and verified the moderating role of social support. The proposed model was tested empirically using the data from 329 restaurant customer-contact service employees in South Korea. The results indicated that dysfunctional customer behavior increased the incidence of employees' service sabotage. Moreover, emotional exhaustion was a significant mediator in the link from dysfunctional customer behavior to employees' service sabotage. In addition, social support moderated the effects of dysfunctional customer behavior on service sabotage. This study provides insights into the effects of dysfunctional customer behavior and methods of supporting employees socially.

引用

页数：16

共 103 条

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