TY - JOUR T1 - Dysfunctional Customer Behavior, Employee Service Sabotage, and Sustainability: Can Social Support Make a Difference? AU - Hwang,Jinsoo, AU - Yoo,Yekyoung, AU - Kim,Insin, Y1 - 2021/03/31/ PY - 2021/03/02/received PY - 2021/03/27/revised PY - 2021/03/29/accepted PY - 2021/4/3/entrez PY - 2021/4/4/pubmed PY - 2021/4/28/medline KW - dysfunctional customer behavior KW - emotional exhaustion KW - restaurant industry KW - service sabotage KW - social support JF - International journal of environmental research and public health JO - Int J Environ Res Public Health VL - 18 IS - 7 N2 - 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. SN - 1660-4601 UR - https://www.unboundmedicine.com/medline/citation/33807315/Dysfunctional_Customer_Behavior_Employee_Service_Sabotage_and_Sustainability:_Can_Social_Support_Make_a_Difference DB - PRIME DP - Unbound Medicine ER -