Dysfunctional customer behavior and commitment to service quality

초록

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.

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