Rude customers and service performance: roles of motivation and personality. Issue 1 (25th January 2022)

• Record Type: Journal Article
• Authors: Yoon, David J.
• Is Part Of: Service industries journal. Volume 42:Issue 1/2(2022)
• Page Start: 81
• Page End: 106
• Publication Date: 2022-01-25
• Subjects: Customer incivility -- intrinsic motivation -- core self-evaluations -- service performance; 顾客不文明行为 -- 内在动机 -- 核心自我评价 -- 服务绩效; Service industries -- Periodicals; Service industries -- Great Britain -- Periodicals; 338.4
• DOI: 10.1080/02642069.2020.1826453
• Languages: English
• ISSNs: 0264-2069

Abstract

ABSTRACT: On the basis of the self-determination theory, we develop and test an integrative framework that explains when and why customer incivility impairs employee service performance. Using multisource data collected through two waves in a shopping mall, we found that the strength of the mediated relationship between customer incivility and employee service performance (via employee intrinsic motivation) varied based on employee core-self evaluations; the negative indirect effect of customer incivility via intrinsic motivation on service performance was weaker for employees with high levels of core-self evaluations than for employees with low levels of core-self evaluations.