Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers

Nawaz, Asif; Tariq, Beenish; Dakhan, Sarfraz Ahmed; Ariza-Montes, Antonio; Bhutto, Niaz Ahmed; Han, Heesup

doi:10.3390/su12208427

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Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers

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Department of Business Administration, Sukkur IBA University, Sukkur 65200, Pakistan

NUST Business School, National University of Sciences and Technology, Islamabad 44000, Pakistan

Department of Management, Universidad Loyola Andalucía, C/Escritor Castilla Aguayo, 4, 14004 Córdoba, Spain

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College of Hospitality and Tourism Management, Sejong University, Seoul 05006, Korea

Author to whom correspondence should be addressed.

Sustainability 2020, 12(20), 8427; https://doi.org/10.3390/su12208427

Received: 5 September 2020 / Revised: 6 October 2020 / Accepted: 9 October 2020 / Published: 13 October 2020

(This article belongs to the Special Issue Rethinking the Subjective Wellbeing for a New Workplace Scenario)

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Abstract

This study examined the trickle in, out, around and trickle back effect of dysfunctional customer behavior on employees and consequently employees’ incivility and service recovery efforts toward customers. Furthermore, this study has specifically tested the mediating effect of employee burnout to examine the trickle around and trickle back effect. To explore the multi-level trickle effect, this study has collected data from two sources, i.e., customers and employees. The data was analyzed with the help of AMOS. The results revealed that customer’s verbal aggression escalates employee’s burnout, which in turn affects employee’s incivility towards customers. However, the indirect paths from disproportionate customer demand toward service recovery efforts and employee’s incivility towards customers were found to be insignificant. This study addressed the existing gap in the literature by examining the trickle effect within and outside the boundaries of an organization. The results of this study laid down some useful managerial and theoretical implications. View Full-Text

Keywords: customer verbal aggression; burnout; deviant work behavior; service recovery; trickle effect

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Nawaz, A.; Tariq, B.; Dakhan, S.A.; Ariza-Montes, A.; Bhutto, N.A.; Han, H. Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers. Sustainability 2020, 12, 8427. https://doi.org/10.3390/su12208427

AMA Style

Nawaz A, Tariq B, Dakhan SA, Ariza-Montes A, Bhutto NA, Han H. Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers. Sustainability. 2020; 12(20):8427. https://doi.org/10.3390/su12208427

Chicago/Turabian Style

Nawaz, Asif, Beenish Tariq, Sarfraz A. Dakhan, Antonio Ariza-Montes, Niaz A. Bhutto, and Heesup Han. 2020. "Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers" Sustainability 12, no. 20: 8427. https://doi.org/10.3390/su12208427

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