IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v72y2023ics0969698923000383.html
   My bibliography  Save this article

Customer deviance in retailing: Managers’ emotional support and employees’ affective wellbeing

Author

Listed:
  • Mayr, Kathrin
  • Teller, Christoph

Abstract

Retail employees are increasingly under pressure as they are confronted with the dark side of customer behaviour: Customer deviance (NCD). Consequently, retailers face difficulties retaining employees in the job leading to workforce shortage in the industry as more and more retail workers leave their jobs. While some academic research displays the impact of NCD in retail, it leaves its effects on employees, their intentions to leave the job, including the mitigating factor of managerial support structures unexplored. Applying the job demands-resources model, this research fills this gap by investigating NCD in store-based retail, by identifying a series of employees' responses in correspondence with such behaviours and by revealing various support factors as moderators of NCD's effects on employees. Structural equation modelling of data obtained from surveying 108 retail employees in stores confirms the mediation of emotional exhaustion, affective ill-being and job (dis-)satisfaction, in the context of employees facing NCD and their leaving intention. The research raises awareness for emotional care in the form of managerial strategies targeting emotions, the supervisor's role and trust-enhancing mechanisms in retail care management, in order to attenuate NCD's negative effects on retail employees.

Suggested Citation

  • Mayr, Kathrin & Teller, Christoph, 2023. "Customer deviance in retailing: Managers’ emotional support and employees’ affective wellbeing," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    • Handle: RePEc:eee:joreco:v:72:y:2023:i:c:s0969698923000383
    DOI: 10.1016/j.jretconser.2023.103291
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698923000383
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2023.103291?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Esbjerg, Lars & Buck, Nuka & Grunert, Klaus G., 2010. "Making working in retailing interesting: A study of human resource management practices in Danish grocery retail chains," Journal of Retailing and Consumer Services, Elsevier, vol. 17(2), pages 97-108.
    2. McColl-Kennedy, Janet R. & Patterson, Paul G. & Smith, Amy K. & Brady, Michael K., 2009. "Customer Rage Episodes: Emotions, Expressions and Behaviors," Journal of Retailing, Elsevier, vol. 85(2), pages 222-237.
    3. Zhang, Danni & Frei, Regina & Senyo, P.K. & Bayer, Steffen & Gerding, Enrico & Wills, Gary & Beck, Adrian, 2023. "Understanding fraudulent returns and mitigation strategies in multichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    4. Lindblom, Arto & Lindblom, Taru & Wechtler, Heidi, 2020. "Retail entrepreneurs’ exit intentions: Influence and mediations of personality and job-related factors," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    5. Jarvis, Cheryl Burke & MacKenzie, Scott B & Podsakoff, Philip M, 2003. "A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 30(2), pages 199-218, September.
    6. Vieira, Valter Afonso & Perin, Marcelo Gattermann & Sampaio, Claudio Hoffmann, 2018. "The moderating effect of managers' leadership behavior on salespeople's self-efficacy," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 150-162.
    7. Pandey, Pallavi & Singh, Saumya & Pathak, Pramod, 2021. "An exploratory study on factors contributing to job dissatisfaction of retail employees in India," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    8. Hamelin, Nicolas & Thaichon, Park & Abraham, Christopher & Driver, Nicholas & Lipscombe, Joe & Pillai, Jayarethanam, 2020. "Storytelling, the scale of persuasion and retention: A neuromarketing approach," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    9. Jung, Jin Ho & Brown, Tom J. & Zablah, Alex R., 2022. "How Customer Requests Influence Frontline Employee Job Outcomes: The Role of Personal Appraisal Tendencies and Situational Customer Demandingness," Journal of Retailing, Elsevier, vol. 98(2), pages 315-334.
    10. Gaucher, Benoît & Chebat, Jean-Charles, 2019. "How uncivil customers corrode the relationship between frontline employees and retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 1-10.
    11. Michel Tenenhaus, 2011. "Regularized generalized canonical correlation analysis," Post-Print hal-00578321, HAL.
    12. Fombelle, Paul W. & Voorhees, Clay M. & Jenkins, Mason R. & Sidaoui, Karim & Benoit, Sabine & Gruber, Thorsten & Gustafsson, Anders & Abosag, Ibrahim, 2020. "Customer deviance: A framework, prevention strategies, and opportunities for future research," Journal of Business Research, Elsevier, vol. 116(C), pages 387-400.
    13. Aamir Chughtai & Marann Byrne & Barbara Flood, 2015. "Linking Ethical Leadership to Employee Well-Being: The Role of Trust in Supervisor," Journal of Business Ethics, Springer, vol. 128(3), pages 653-663, May.
    14. Arthur Tenenhaus & Michel Tenenhaus, 2011. "Regularized Generalized Canonical Correlation Analysis," Psychometrika, Springer;The Psychometric Society, vol. 76(2), pages 257-284, April.
    15. MacKenzie, Scott B. & Podsakoff, Philip M., 2012. "Common Method Bias in Marketing: Causes, Mechanisms, and Procedural Remedies," Journal of Retailing, Elsevier, vol. 88(4), pages 542-555.
    16. Michel Tenenhaus & Arthur Tenenhaus, 2011. "Regularized Generalized Canonical Correlation Analysis," Post-Print hal-00609220, HAL.
    17. Zhihui Jia & Xiaotong Wen & Xiaohui Lin & Yixiang Lin & Xuyang Li & Guoqing Li & Zhaokang Yuan, 2021. "Working Hours, Job Burnout, and Subjective Well-Being of Hospital Administrators: An Empirical Study Based on China’s Tertiary Public Hospitals," IJERPH, MDPI, vol. 18(9), pages 1-13, April.
    18. Homburg, Christian & Stock, Ruth, 2004. "The Link Between Sales People’s Job Satisfaction and Customer Satisfaction in a Business-to-Business Context: A Dyadic Analysis," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 35550, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    19. Sok, Phyra & Danaher, Tracey S. & Sok, Keo Mony, 2021. "Matching the Personal Initiative Capabilities of FLEs to Their Self-Regulatory Processes and the Firm's Initiative Climate," Journal of Retailing, Elsevier, vol. 97(3), pages 319-335.
    20. Homburg, Christian & Stock, Ruth, 2004. "The Link between Sales People’s Job Satisfaction and Customer Satisfaction in a Business-to-Business Context: A Dyadic Analysis," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 60486, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    21. John Hulland, 1999. "Use of partial least squares (PLS) in strategic management research: a review of four recent studies," Strategic Management Journal, Wiley Blackwell, vol. 20(2), pages 195-204, February.
    22. Gong, Taeshik & Wang, Chen-Ya & Lee, Kangcheol, 2022. "Effects of characteristics of in-store retail technology on customer citizenship behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    23. Arnold, Todd J. & Grewal, Dhruv & Motyka, Scott & Kim, Namwoon & Sharma, Arun & Srivastava, Rajendra, 2019. "Store Manager–Store Performance Relationship: A Research Note," Journal of Retailing, Elsevier, vol. 95(2), pages 144-155.
    24. Matthew J. Robson & Constantine S. Katsikeas & Daniel C. Bello, 2008. "Drivers and Performance Outcomes of Trust in International Strategic Alliances: The Role of Organizational Complexity," Organization Science, INFORMS, vol. 19(4), pages 647-665, August.
    25. repec:ucp:bkecon:9780226316529 is not listed on IDEAS
    26. Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
    27. Bylon ABeeku Bamfo & Courage Simon Kofi Dogbe & Harry Mingle, 2018. "Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction," Cogent Business & Management, Taylor & Francis Journals, vol. 5(1), pages 1522753-152, January.
    28. Alatalo, Sari & Oikarinen, Eeva-Liisa & Reiman, Arto & Tan, Teck Ming & Heikka, Eija-Liisa & Hurmelinna-Laukkanen, Pia & Muhos, Matti & Vuorela, Taina, 2018. "Linking concepts of playfulness and well-being at work in retail sector," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 226-233.
    29. Reynolds, Kate L. & Harris, Lloyd C., 2009. "Dysfunctional Customer Behavior Severity: An Empirical Examination," Journal of Retailing, Elsevier, vol. 85(3), pages 321-335.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Serravalle, Francesca & Pantano, Eleonora, 2023. "Mastering care management strategies to improve retailing: Mechanisms, capabilities, impacts and emerging opportunities," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    2. Castaldo, Sandro & Ciacci, Andrea & Penco, Lara, 2023. "Perceived corporate social responsibility and job satisfaction in grocery retail: A comparison between low- and high-productivity stores," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    3. Gaan, Niharika & Shin, Yuhyung, 2023. "Sales employees’ polychronicity and sales-service ambidexterity: Mediation of work engagement and moderation of store manager support," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Evermann, Joerg & Tate, Mary, 2016. "Assessing the predictive performance of structural equation model estimators," Journal of Business Research, Elsevier, vol. 69(10), pages 4565-4582.
    2. Sarstedt, Marko & Hair, Joseph F. & Ringle, Christian M. & Thiele, Kai O. & Gudergan, Siegfried P., 2016. "Estimation issues with PLS and CBSEM: Where the bias lies!," Journal of Business Research, Elsevier, vol. 69(10), pages 3998-4010.
    3. Tania Bucic & Liem Viet Ngo & Ashish Sinha, 2017. "Improving the effectiveness of market-oriented organisation: Empirical evidence from an emerging economy," Australian Journal of Management, Australian School of Business, vol. 42(2), pages 308-327, May.
    4. Harmancioglu, Nukhet & Grinstein, Amir & Goldman, Arieh, 2010. "Innovation and performance outcomes of market information collection efforts: The role of top management team involvement," International Journal of Research in Marketing, Elsevier, vol. 27(1), pages 33-43.
    5. Husson, François & Josse, Julie & Saporta, Gilbert, 2016. "Jan de Leeuw and the French School of Data Analysis," Journal of Statistical Software, Foundation for Open Access Statistics, vol. 73(i06).
    6. Xiuli Du & Xiaohu Jiang & Jinguan Lin, 2023. "Multinomial Logistic Factor Regression for Multi-source Functional Block-wise Missing Data," Psychometrika, Springer;The Psychometric Society, vol. 88(3), pages 975-1001, September.
    7. Wang, Wenjia & Zhou, Yi-Hui, 2021. "Eigenvector-based sparse canonical correlation analysis: Fast computation for estimation of multiple canonical vectors," Journal of Multivariate Analysis, Elsevier, vol. 185(C).
    8. Tenenhaus, Arthur & Philippe, Cathy & Frouin, Vincent, 2015. "Kernel Generalized Canonical Correlation Analysis," Computational Statistics & Data Analysis, Elsevier, vol. 90(C), pages 114-131.
    9. Heungsun Hwang & Gyeongcheol Cho, 2020. "Global Least Squares Path Modeling: A Full-Information Alternative to Partial Least Squares Path Modeling," Psychometrika, Springer;The Psychometric Society, vol. 85(4), pages 947-972, December.
    10. Baumgarth, Carsten & Binckebanck, Lars, 2010. "Sales force impact on B-to-B brand equity: Conceptual framework and empirical test," Arbeitspapiere der Nordakademie 2010-07, Nordakademie - Hochschule der Wirtschaft.
    11. Michel Tenenhaus & Arthur Tenenhaus & Patrick J. F. Groenen, 2017. "Regularized Generalized Canonical Correlation Analysis: A Framework for Sequential Multiblock Component Methods," Psychometrika, Springer;The Psychometric Society, vol. 82(3), pages 737-777, September.
    12. Joseph F. Hair & G. Tomas M. Hult & Christian M. Ringle & Marko Sarstedt & Kai Oliver Thiele, 2017. "Mirror, mirror on the wall: a comparative evaluation of composite-based structural equation modeling methods," Journal of the Academy of Marketing Science, Springer, vol. 45(5), pages 616-632, September.
    13. Rosaria Romano & Francesco Palumbo, 2021. "Partial possibilistic regression path modeling: handling uncertainty in path modeling," Computational Statistics, Springer, vol. 36(1), pages 615-639, March.
    14. Florian Rohart & Benoît Gautier & Amrit Singh & Kim-Anh Lê Cao, 2017. "mixOmics: An R package for ‘omics feature selection and multiple data integration," PLOS Computational Biology, Public Library of Science, vol. 13(11), pages 1-19, November.
    15. Lukáš Malec & Vladimír Janovský, 2020. "Connecting the multivariate partial least squares with canonical analysis: a path-following approach," Advances in Data Analysis and Classification, Springer;German Classification Society - Gesellschaft für Klassifikation (GfKl);Japanese Classification Society (JCS);Classification and Data Analysis Group of the Italian Statistical Society (CLADAG);International Federation of Classification Societies (IFCS), vol. 14(3), pages 589-609, September.
    16. Shen, Cencheng & Sun, Ming & Tang, Minh & Priebe, Carey E., 2014. "Generalized canonical correlation analysis for classification," Journal of Multivariate Analysis, Elsevier, vol. 130(C), pages 310-322.
    17. Stéphanie Bougeard & Hervé Abdi & Gilbert Saporta & Ndèye Niang, 2018. "Clusterwise analysis for multiblock component methods," Advances in Data Analysis and Classification, Springer;German Classification Society - Gesellschaft für Klassifikation (GfKl);Japanese Classification Society (JCS);Classification and Data Analysis Group of the Italian Statistical Society (CLADAG);International Federation of Classification Societies (IFCS), vol. 12(2), pages 285-313, June.
    18. Cristina Davino & Vincenzo Esposito Vinzi, 2016. "Quantile composite-based path modeling," Advances in Data Analysis and Classification, Springer;German Classification Society - Gesellschaft für Klassifikation (GfKl);Japanese Classification Society (JCS);Classification and Data Analysis Group of the Italian Statistical Society (CLADAG);International Federation of Classification Societies (IFCS), vol. 10(4), pages 491-520, December.
    19. Mütterlein, Joschka & Kunz, Reinhard E. & Baier, Daniel, 2019. "Effects of lead-usership on the acceptance of media innovations: A mobile augmented reality case," Technological Forecasting and Social Change, Elsevier, vol. 145(C), pages 113-124.
    20. Cristina Davino & Pasquale Dolce & Stefania Taralli & Domenico Vistocco, 2022. "Composite-Based Path Modeling for Conditional Quantiles Prediction. An Application to Assess Health Differences at Local Level in a Well-Being Perspective," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 161(2), pages 907-936, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:72:y:2023:i:c:s0969698923000383. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.