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

Taeshik Gong, Youjae Yi, Jin Nam Choi

Research output: Contribution to journalArticle

21 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.
LanguageEnglish
Pages102-116
Number of pages15
JournalJournal of Service Research
Volume17
Issue number1
Early online date23 Sep 2013
DOIs
Publication statusPublished - 1 Feb 2014

Fingerprint

customer
justice
employee
Personnel
Managers
manager
interaction
loyalty
complaint
contingency
fairness
reward
social support
empowerment
Perceived justice
Employees
participation
Interaction
Customer behavior

Keywords

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

Cite this

Gong, Taeshik ; Yi, Youjae ; Choi, Jin Nam. / Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism. In: Journal of Service Research. 2014 ; Vol. 17, No. 1. pp. 102-116.
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Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism. / Gong, Taeshik; Yi, Youjae; Choi, Jin Nam.

In: Journal of Service Research, Vol. 17, No. 1, 01.02.2014, p. 102-116.

Research output: Contribution to journalArticle

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