Tags

Type your tag names separated by a space and hit enter

Dysfunctional customer behavior influences on employees' emotional labor: The moderating roles of customer orientation and perceived organizational support.
Front Psychol. 2022; 13:966845.FP

Abstract

Despite increasing interest being given to dysfunctional customer behavior in multiple service sectors, it is unclear how and why different types of dysfunctional customer behavior (verbal abuse, disproportionate demand, and illegitimate complaint) affect frontline employees' emotional labor during the service interactions. Drawing upon the conservation of resources theory, we propose a conceptual model in which verbal abuse, disproportionate demand, and illegitimate complaint differentially influence frontline employees' emotional labor strategies (surface acting and deep acting). Further, the boundary conditions of these relationships are considered by introducing perceived organizational support and customer orientation as moderators. Using survey data from 436 frontline employees of five call centers in China, hypotheses were tested through a hierarchical regression analysis. The results indicated that verbal abuse and illegitimate complaint exerted positive effects on surface acting. Particularly, these positive effects were weaker when frontline employees perceived organizational support was high. Also, verbal abuse's positive effect on surface acting was weaker when frontline employees' customer orientation was high. Customer's verbal abuse, disproportionate demand, and illegitimate complaint negatively influenced frontline employees' deep acting. The negative effect of disproportionate demand on deep acting was weaker when perceived organizational support was high. However, when frontline employees' customer orientation was high, the negative effects of disproportionate demand and illegitimate complaints on deep acting were weaker.

Authors+Show Affiliations

School of Economics and Management, Xi'an University of Technology, Xi'an, China.School of Economics and Management, Xi'an University of Technology, Xi'an, China.School of Economics and Management, Xi'an University of Technology, Xi'an, China.School of Economics and Management, Xi'an University of Technology, Xi'an, China.

Pub Type(s)

Journal Article

Language

eng

PubMed ID

36300074

Citation

Cheng, Pengfei, et al. "Dysfunctional Customer Behavior Influences On Employees' Emotional Labor: the Moderating Roles of Customer Orientation and Perceived Organizational Support." Frontiers in Psychology, vol. 13, 2022, p. 966845.
Cheng P, Jiang J, Xie S, et al. Dysfunctional customer behavior influences on employees' emotional labor: The moderating roles of customer orientation and perceived organizational support. Front Psychol. 2022;13:966845.
Cheng, P., Jiang, J., Xie, S., & Liu, Z. (2022). Dysfunctional customer behavior influences on employees' emotional labor: The moderating roles of customer orientation and perceived organizational support. Frontiers in Psychology, 13, 966845. https://doi.org/10.3389/fpsyg.2022.966845
Cheng P, et al. Dysfunctional Customer Behavior Influences On Employees' Emotional Labor: the Moderating Roles of Customer Orientation and Perceived Organizational Support. Front Psychol. 2022;13:966845. PubMed PMID: 36300074.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Dysfunctional customer behavior influences on employees' emotional labor: The moderating roles of customer orientation and perceived organizational support. AU - Cheng,Pengfei, AU - Jiang,Jingxuan, AU - Xie,Sanbin, AU - Liu,Zhuangzi, Y1 - 2022/10/10/ PY - 2022/06/11/received PY - 2022/09/16/accepted PY - 2022/10/27/entrez PY - 2022/10/28/pubmed PY - 2022/10/28/medline KW - conservation of resources theory KW - customer orientation KW - dysfunctional customer behavior KW - emotional labor KW - perceived organizational support SP - 966845 EP - 966845 JF - Frontiers in psychology JO - Front Psychol VL - 13 N2 - Despite increasing interest being given to dysfunctional customer behavior in multiple service sectors, it is unclear how and why different types of dysfunctional customer behavior (verbal abuse, disproportionate demand, and illegitimate complaint) affect frontline employees' emotional labor during the service interactions. Drawing upon the conservation of resources theory, we propose a conceptual model in which verbal abuse, disproportionate demand, and illegitimate complaint differentially influence frontline employees' emotional labor strategies (surface acting and deep acting). Further, the boundary conditions of these relationships are considered by introducing perceived organizational support and customer orientation as moderators. Using survey data from 436 frontline employees of five call centers in China, hypotheses were tested through a hierarchical regression analysis. The results indicated that verbal abuse and illegitimate complaint exerted positive effects on surface acting. Particularly, these positive effects were weaker when frontline employees perceived organizational support was high. Also, verbal abuse's positive effect on surface acting was weaker when frontline employees' customer orientation was high. Customer's verbal abuse, disproportionate demand, and illegitimate complaint negatively influenced frontline employees' deep acting. The negative effect of disproportionate demand on deep acting was weaker when perceived organizational support was high. However, when frontline employees' customer orientation was high, the negative effects of disproportionate demand and illegitimate complaints on deep acting were weaker. SN - 1664-1078 UR - https://www.unboundmedicine.com/medline/citation/36300074/Dysfunctional_customer_behavior_influences_on_employees'_emotional_labor:_The_moderating_roles_of_customer_orientation_and_perceived_organizational_support_ DB - PRIME DP - Unbound Medicine ER -
Try the Free App:
Prime PubMed app for iOS iPhone iPad
Prime PubMed app for Android
Prime PubMed is provided
free to individuals by:
Unbound Medicine.