https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/696 2026-07-24T11:13:17Z https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/212942 Title: How insomnia among frontline service employees drives customer-directed counterproductive work behavior: Mediation of ego depletion and moderation of organizational health climate and health-oriented leadership Authors: Shin, Yuhyung; Hur, Won-Moo; Shin, Gyeongpyo Abstract: Frontline service employees (FSEs) often experience insomnia because of irregular work schedules, emotional labor, and demanding customer interactions. While previous research has mainly portrayed insomnia as a result of negative service encounters, little is known about whether insomnia itself leads to counterproductive service behavior. Using the conservation of resources theory, this study examined the effect of FSEs’ insomnia on customer-directed counterproductive work behavior (CD-CWB), with ego depletion as a mediating mechanism and organizational health climate (OHC) and health-oriented leadership (HoL) as contextual moderators. Three-wave survey data from 293 full-time FSEs in South Korea showed that insomnia was positively and indirectly related to CD-CWB through ego depletion. Moreover, OHC reduced the positive association between insomnia and ego depletion, making this association weaker when OHC was high. Although HoL did not exert a significant two-way moderating effect, the results indicated a significant three-way interaction: the relationship between insomnia and ego depletion was strongest when both OHC and HoL were low. These findings contribute to the service literature by extending sleep/resource-loss research to a frontline service deviance context and highlighting the buffering role of health-supportive organizational practices. 2026-08-01T00:00:00Z https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/219057 Title: Enablers and inhibitors of word-of-mouth in ridesharing apps: a dual perspective on user involvement Authors: Park, Jungkun; Ye, Christine; Chen, Yuhsuan Abstract: To promote ridesharing as a sustainable transportation innovation, service providers and transport officials must understand the factors influencing users’ involvement intention. This study investigates the drivers of users’ word-of-mouth (WOM) intention toward ridesharing apps using a dual-factor framework (i.e., service quality, information quality, and system quality) and inhibitors (i.e., perceived risk and perceived uncertainty). It also examines the impact of WOM on situational and enduring involvement intentions, and the moderating role of customer citizenship behavior. Data were obtained through an online survey of 286 U.S.-based ridesharing app users. Results highlight service and information quality as key antecedents of WOM, and identify perceived uncertainty as a significant inhibitor. WOM was found to positively influence both forms of involvement intention. By integrating enablers, inhibitors, WOM, and customer citizenship behavior, this study advances understanding of user engagement with ridesharing apps and offers strategic insights for managers in both digital commerce and transportation service sectors. 2026-08-01T00:00:00Z https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/211319 Title: Examining the relative impacts of multidimensional barriers on usage intentions toward service robots Authors: Kwon, Jookyung; Hsun, Chen Chia; Ahn, Jiseon Abstract: Service providers are increasingly using technology, such as service robots, for service delivery. Despite the increasing popularity of service robots in the restaurant industry, few studies have examined the antecedents of customer behavioral intentions to use them. Therefore, this study examined the relative impacts of multidimensional barriers (i.e., usage, value, tradition, risk, and image barriers) on customer avoidance and approach behaviors. Data were collected from 166 restaurant customers in the United States. The results showed that only usage barriers increased avoidance behavior, while customer perceptions of value and tradition barriers decreased approach intentions. Considering the increasing use of robots in the service sector, this study provides useful guidelines to reduce their negative effects on continued use. 2026-07-01T00:00:00Z https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/213381 Title: The Ironic Effects of Financial Constraint-Induced Suppression on Consumer Behavior Authors: So, Jane; Miao, Miao; Nishida, Yuki Abstract: Financial constraints are a pervasive concern for consumers, shaping spending patterns and psychological coping mechanisms. While previous research has primarily focused on behavioral adaptations, this study explores a cognitive mechanism: thought suppression. We propose that consumers experiencing financial constraints intentionally suppress thoughts related to their financial difficulties and spending desires to alleviate psychological discomfort. However, consistent with the ironic process theory, this suppression may trigger a rebound effect, where suppressed thoughts resurface with greater intensity when external cues, such as sales promotions, are encountered. Across three longitudinal studies, we investigate how financial constraints impact suppression and the conditions under which rebound effects occur. Study 1 shows that financially constrained consumers suppress purchase-related thoughts. Study 2 demonstrates that this suppression results from conscious effort and mediates the relationship between financial constraints and thought suppression. Study 3 reveals that suppressed thoughts resurface in response to sales promotions, particularly among consumers with high indulgence tendencies, resulting in a cognitive rebound effect. These findings contribute to the literature on financial constraints and thought suppression, offering practical insights for marketers. 2026-07-01T00:00:00Z