Dysfunctional customer behavior and commitment to service quality
Marketing Intelligence & Planning
ISSN: 0263-4503
Article publication date: 8 July 2022
Issue publication date: 20 September 2022
Abstract
Purpose
This study examines the mediating effects of burnout on the relationship between dysfunctional customer behavior and commitment to service quality. The study also investigates the moderated mediation effects of caring and instrumental climates.
Design/methodology/approach
Data were collected from 622 frontline employees and 81 managers. Data analysis uses multi-level structural equation modeling.
Findings
The findings show that employee burnout negatively mediates the relationship between dysfunctional customer behavior and commitment to service quality. Moreover, a caring climate weakens this indirect effect.
Originality/value
This study reveals that dysfunctional customer behavior decreases commitment to service quality through burnout and caring climate decrease weakens this indirect effect.
Keywords
Acknowledgements
Funding: This work was supported by the research fund of Hanyang University (HY-2021-G).
Citation
Lee, K. and Gong, T. (2022), "Dysfunctional customer behavior and commitment to service quality", Marketing Intelligence & Planning, Vol. 40 No. 8, pp. 1024-1037. https://doi.org/10.1108/MIP-01-2022-0009
Publisher
:Emerald Publishing Limited
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