Helping employees deal with dysfunctional customers: the underlying employee perceived justice mechanism

Taeshik Gong, Youjae Yi, Jin Nam Choi

Research output: Contribution to journalArticle

27 Citations (Scopus)

Abstract

While considerable research explores job stress interventions for employees dealing with legitimate customer complaint behavior, managerial interventions relating to illegitimate, unreasonably dysfunctional customer behavior have been largely overlooked. Drawing on justice theory and using survey and experimental data, this study investigates perceived justice as the underlying mechanism through which managerial interventions affect outcomes such as satisfaction and loyalty among employees exposed to dysfunctional customer behavior. In addition, this study explores the contingency factors that affect this relationship. The findings offer managerial insights into how to protect employees from detrimental consequences of highly negative interactions with dysfunctional customers. This research suggests that managers should continually reinforce employees’ perceptions of fairness through interventions such as social support, participation, empowerment, and reward. Results also indicate that managers particularly need to direct intervention efforts to employees who are exposed to frequent and seriously negative interactions with dysfunctional customers.
Original languageEnglish
Pages (from-to)102-116
Number of pages15
JournalJournal of Service Research
Volume17
Issue number1
Early online date23 Sep 2013
DOIs
Publication statusPublished - 1 Feb 2014

Keywords

  • dysfunctional customer behavior
  • intervention
  • employee satisfaction
  • employee loyalty

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  • Research Output

    • 27 Citations
    • 1 Proceeding

    The outcomes of internal service recovery effort

    Gong, T., Yi, Y. & Choi, J. N., 7 Jun 2012, p. 87-87. 1 p.

    Research output: Contribution to conferenceProceeding

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