Dysfunctional customer behavior and commitment to service quality
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Lee, Kangcheol | - |
dc.contributor.author | Gong, Taeshik | - |
dc.date.accessioned | 2022-12-20T05:53:07Z | - |
dc.date.available | 2022-12-20T05:53:07Z | - |
dc.date.issued | 2022-09 | - |
dc.identifier.issn | 0263-4503 | - |
dc.identifier.uri | https://scholarworks.bwise.kr/erica/handle/2021.sw.erica/111359 | - |
dc.description.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. | - |
dc.format.extent | 14 | - |
dc.language | 영어 | - |
dc.language.iso | ENG | - |
dc.publisher | Emerald Group Publishing Ltd. | - |
dc.title | Dysfunctional customer behavior and commitment to service quality | - |
dc.type | Article | - |
dc.publisher.location | 영국 | - |
dc.identifier.doi | 10.1108/MIP-01-2022-0009 | - |
dc.identifier.scopusid | 2-s2.0-85133577024 | - |
dc.identifier.wosid | 000821575400001 | - |
dc.identifier.bibliographicCitation | Marketing Intelligence and Planning, v.40, no.8, pp 1024 - 1037 | - |
dc.citation.title | Marketing Intelligence and Planning | - |
dc.citation.volume | 40 | - |
dc.citation.number | 8 | - |
dc.citation.startPage | 1024 | - |
dc.citation.endPage | 1037 | - |
dc.type.docType | Article | - |
dc.description.isOpenAccess | N | - |
dc.description.journalRegisteredClass | ssci | - |
dc.description.journalRegisteredClass | scopus | - |
dc.relation.journalResearchArea | Business & Economics | - |
dc.relation.journalWebOfScienceCategory | Business | - |
dc.subject.keywordPlus | ETHICAL WORK CLIMATE | - |
dc.subject.keywordPlus | ORGANIZATIONAL COMMITMENT | - |
dc.subject.keywordPlus | EMOTIONAL LABOR | - |
dc.subject.keywordPlus | IN-ROLE | - |
dc.subject.keywordPlus | EMPLOYEE | - |
dc.subject.keywordPlus | MISTREATMENT | - |
dc.subject.keywordPlus | PERFORMANCE | - |
dc.subject.keywordPlus | WITHDRAWAL | - |
dc.subject.keywordPlus | INTERVENTION | - |
dc.subject.keywordPlus | CONSERVATION | - |
dc.subject.keywordAuthor | Dysfunctional customer behavior | - |
dc.subject.keywordAuthor | Burnout | - |
dc.subject.keywordAuthor | Commitment to service quality | - |
dc.subject.keywordAuthor | Caring climate | - |
dc.subject.keywordAuthor | Instrumental climate | - |
dc.identifier.url | https://www.emerald.com/insight/content/doi/10.1108/MIP-01-2022-0009/full/html | - |
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.
55 Hanyangdeahak-ro, Sangnok-gu, Ansan, Gyeonggi-do, 15588, Korea+82-31-400-4269 sweetbrain@hanyang.ac.kr
COPYRIGHT © 2021 HANYANG UNIVERSITY. ALL RIGHTS RESERVED.
Certain data included herein are derived from the © Web of Science of Clarivate Analytics. All rights reserved.
You may not copy or re-distribute this material in whole or in part without the prior written consent of Clarivate Analytics.