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عنوان فارسی مقاله:
بی ادبی مشتریان: درک و مدیریت بی عدالتی مشتری در سازمان های خدماتی
عنوان انگلیسی مقاله:
Misbehaving customers: Understanding and managing customer injustice in service organizations
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بخشی از مقاله انگلیسی:
An increasing body of research consistently demonstrates that customer injustice has detrimental consequences for customers, employees, and organizations. Customer outcomes. Research undertaken by Skarlicki, van Jaarsveld, and Walker primarily examines the reactions of the service workforce to customer injustice that can directly impact customers. For example, we showed that employees who thought they were unfairly treated by customers retaliated by sabotaging customers. Customer service representatives who experienced interpersonal unfairness from customers were more likely to hang up on customers, disconnect a call on purpose, intentionally put customers on hold for long periods of time, and inform customers that they fixed something without actually doing so. We also showed that whether employees decide to react to customer interpersonal unfairness by sabotaging customers depends on moral identity. Moral identity consists of internalization (the degree to which one’s moral traits are central to self concept) and symbolization (the degree to which reactions to moral issues are expressed publicly through an individual’s actions). The relationship between customer interpersonal unfairness and customer-directed sabotage was stronger for employees who reported higher levels of symbolization, and these moderation effects were weaker for employees who reported higher levels of internalization. Employee performance. While customer-directed sabotage can undermine organizational goals to deliver high quality customer service, customer unfairness can also affect job performance. Although not the main focus of our study, we found that employees who engaged in customer-directed sabotage had lower performance ratings. Emerging evidence + Models ORGDYN-548; No. of Pages 8 Please cite this article in press as: D.D. van Jaarsveld, et al., Misbehaving customers, Organ Dyn (2015), http://dx.doi.org/10.1016/ j.orgdyn.2015.09.004 2 D.D. van Jaarsveld et al. is also showing the consequences of customer interpersonal injustice on customer satisfaction. For example, Amarnani, Restubog and Bordia reported that retail employees, employed by a large retailer in the Philippines, who experienced customer interpersonal injustice were less likely to exert additional effort on behalf of customers, resulting in reduced customer satisfaction.
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کلمات کلیدی:
Dealing with customer misbehaviour - Dec 09, 2012 - SAGE Journals journals.sagepub.com/doi/abs/10.1177/1470593112457741 by P Echeverri - 2012 - Cited by 22 - Related articles PDF download for Dealing with customer misbehaviour, Article Information .... Fellesson M., Åberg A., Salomonson N. (2011) 'Misbehaving Customers – Are we ... [PDF]Misbehaving Customers and Their Influence on Employees www.sauder.ubc.ca/.../Danielle-customers%20VANJ%203%204%20JLAM.ashx Misbehaving Customers and Their Influence on. Employees. Danielle van Jaarsveld. David Walker. Daniel Skarlicki. UBC Celebrate Research Week 2012 ... Misbehaving customers: Understanding and managing customer ... connection.ebscohost.com/.../misbehaving-customers-understanding-managing-custo... EBSCOhost serves thousands of libraries with premium essays, articles and other content including Misbehaving customers: Understanding and managing ... Customer Misbehavior - ORCA - Cardiff University https://orca.cf.ac.uk/.../Daunt%20JMM%20Linking%20Employee%20and%20Customer... by KL Daunt - Cited by 14 - Related articles Traditionally, studies that examine the activities of misbehaving employees and customers have done so in a separate and unrelated manner. Drawing on ... Searches related to Misbehaving customers consumer misbehavior examples list of consumer misbehavior consumer misbehavior article reasons for consumer misbehavior customer misbehaviour
