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Dysfunctional customer behavior and commitment to service quality
- Authors
- Lee, Kangcheol; Gong, Taeshik
- Issue Date
- Sep-2022
- Publisher
- Emerald Group Publishing Ltd.
- Keywords
- Dysfunctional customer behavior; Burnout; Commitment to service quality; Caring climate; Instrumental climate
- Citation
- Marketing Intelligence and Planning, v.40, no.8, pp 1024 - 1037
- Pages
- 14
- Indexed
- SSCI
SCOPUS
- Journal Title
- Marketing Intelligence and Planning
- Volume
- 40
- Number
- 8
- Start Page
- 1024
- End Page
- 1037
- ISSN
- 0263-4503
- Abstract
- Purpose This study examines the mediating effects of burnout on the relationship between dysfunctional customer behavior and commitment to service quality. The study also investigates the moderated mediation effects of caring and instrumental climates. Design/methodology/approach Data were collected from 622 frontline employees and 81 managers. Data analysis uses multi-level structural equation modeling. Findings The findings show that employee burnout negatively mediates the relationship between dysfunctional customer behavior and commitment to service quality. Moreover, a caring climate weakens this indirect effect. Originality/value This study reveals that dysfunctional customer behavior decreases commitment to service quality through burnout and caring climate decrease weakens this indirect effect.
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Related Researcher
- Gong, Taeshik
- COLLEGE OF BUSINESS AND ECONOMICS (DIVISION OF BUSINESS ADMINISTRATION)