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When perspective-taking fails to inhibit customer aggression toward service employees

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  • Yongju Kwon
  • Youjae Yi

Abstract

The current research proposed boundary conditions for the inhibiting effect of perspective-taking on customer aggression toward service employees. In Study 1, we recruited participants (N = 241) from Prolific and conducted an online survey. The results showed that the inhibiting role of perspective-taking appeared among people with low perceived economic mobility (PEM) but disappeared among those with high PEM. In Study 2, we recruited people (N = 241) from MTurk and tested whether self-other referent priming influences the aforementioned effect by conducting an online experiment randomly assigning participants to either a self- or other-referent priming condition. The results revealed that perspective-taking inhibited customer aggression more among people with low (vs. high) PEM in the self-referent priming condition, but in the other-referent priming condition, the inhibiting effect appeared more among people with high (vs. low) PEM. The current research provides practical implications to help service firms to inhibit customer aggression.

Suggested Citation

  • Yongju Kwon & Youjae Yi, 2023. "When perspective-taking fails to inhibit customer aggression toward service employees," The Service Industries Journal, Taylor & Francis Journals, vol. 43(13-14), pages 1034-1054, October.
    • Handle: RePEc:taf:servic:v:43:y:2023:i:13-14:p:1034-1054
    DOI: 10.1080/02642069.2021.1972976
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