The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance
Author
Abstract
Suggested Citation
Download full text from publisher
References listed on IDEAS
- Bougie, J.R.G. & Pieters, R. & Zeelenberg, M., 2003. "Angry customers don't come back, they get back : The experience and behavioral implications of anger and dissatisfaction in services," Other publications TiSEM 1708fb71-fd68-41d9-b870-e, Tilburg University, School of Economics and Management.
- Osman M. Karatepe & Mine Haktanir & Ilkay Yorganci, 2008. "The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion," The Service Industries Journal, Taylor & Francis Journals, vol. 30(9), pages 1565-1579, September.
- Taegoo Kim & Soyon Paek & Chang Choi & Gyehee Lee, 2012. "Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 503-526, December.
- Babakus, Emin & Yavas, Ugur & Ashill, Nicholas J., 2009. "The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective," Journal of Retailing, Elsevier, vol. 85(4), pages 480-492.
- Osman M. Karatepe & Georgiana Karadas, 2011. "The effect of management commitment to service quality on job embeddedness and performance outcomes," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 13(4), pages 614-636, July.
- Luthans, Fred & Avolio, Bruce J. & Walumbwa, Fred O. & Li, Weixing, 2005. "The Psychological Capital of Chinese Workers: Exploring the Relationship with Performance," Management and Organization Review, Cambridge University Press, vol. 1(2), pages 249-271, July.
- Walsh, Gianfranco, 2011. "Unfriendly customers as a social stressor - An indirect antecedent of service employees' quitting intention," European Management Journal, Elsevier, vol. 29(1), pages 67-78, February.
- Annamaria Di Fabio & José María Peiró, 2018. "Human Capital Sustainability Leadership to Promote Sustainable Development and Healthy Organizations: A New Scale," Sustainability, MDPI, vol. 10(7), pages 1-11, July.
- Karatepe, Osman M. & Talebzadeh, Niusha, 2016. "An empirical investigation of psychological capital among flight attendants," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 193-202.
- Maxham, James III, 2001. "Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions," Journal of Business Research, Elsevier, vol. 54(1), pages 11-24, October.
- da Cruz, Nuno Ferreira & Marques, Rui Cunha, 2014. "Revisiting the determinants of local government performance," Omega, Elsevier, vol. 44(C), pages 91-103.
- Satish K. Nair, 2015. "Boundary Spanning Challenges in a Co-Creative Enterprise: Lesson from Social Problem-Solving Collaborations," Springer Books, in: Sunil Sahadev & Keyoor Purani & Neeru Malhotra (ed.), Boundary Spanning Elements and the Marketing Function in Organizations, edition 127, pages 161-173, Springer.
- Fred Luthans & Bruce J. Avolio & Fred O. Walumbwa & Weixing Li, 2005. "The Psychological Capital of Chinese Workers: Exploring the Relationship with Performance," Management and Organization Review, International Association of Chinese Management Research, vol. 1(2), pages 249-271, July.
Citations
Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
Cited by:
- Hur, Won-Moo & Shin, Yuhyung & Shin, Gyeongpyo, 2022. "Daily relationships between customer incivility, organizational control, self-efficacy, and service performance," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
- Yu Zhang & Bingjia Shao, 2019. "The Effectiveness of Customer Participation and Affective Misforecasting in Online Post-Recovery Satisfaction," Sustainability, MDPI, vol. 11(24), pages 1-22, December.
- Bilal Ahmad & Liu Da & Mirza Huzaifa Asif & Muhammad Irfan & Shahid Ali & Muhammad Imad Ud Din Akbar, 2021. "Understanding the Antecedents and Consequences of Service-Sales Ambidexterity: A Motivation-Opportunity-Ability (MOA) Framework," Sustainability, MDPI, vol. 13(17), pages 1-19, August.
- Salih DURSUN & Oğuz BAŞOL, 2020. "Müşteri Sözlü Saldırganlığının Çalışanların İşten Ayrılma Niyeti Üzerine Etkisi: Duygusal Tükenmenin Aracılık Rolü The Effect of Verbal Customer Aggression on Employee," Journal of Social Policy Conferences, Istanbul University, Faculty of Economics, vol. 0(78), pages 147-169, June.
- Stanley Y. B. Huang & Yu-Ming Fei & Yue-Shi Lee, 2021. "Predicting Job Burnout and Its Antecedents: Evidence from Financial Information Technology Firms," Sustainability, MDPI, vol. 13(9), pages 1-10, April.
- Asif Nawaz & Beenish Tariq & Sarfraz Ahmed Dakhan & Antonio Ariza-Montes & Niaz Ahmed Bhutto & Heesup Han, 2020. "Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers," Sustainability, MDPI, vol. 12(20), pages 1-17, October.
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.- Ki-Seoung Lee & Yoon-Seo Kim & Hyoung-Chul Shin, 2022. "The Effect of Personal Environment Suitability and Work Environment of Luxury Hotels on Psychological Capital and Innovation Behavior," Sustainability, MDPI, vol. 14(12), pages 1-16, June.
- Cheng, Tien-Ming & Hong, Ci-Yao & Yang, Bo-Cheng, 2018. "Examining the moderating effects of service climate on psychological capital, work engagement, and service behavior among flight attendants," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 94-102.
- Taegoo Terry Kim & Osman M. Karatepe & Gyehee Lee, 2018. "Psychological contract breach and service innovation behavior: psychological capital as a mediator," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 305-329, June.
- Ayatakshee Sarkar & Naval Garg & DK Srivastava & BK Punia, 2024. "Can Gratitude Counter Workplace Toxicity? Exploring the Mediating Role of Psychological Capital (PsyCap)," Business Perspectives and Research, , vol. 12(2), pages 261-276, April.
- Mohd Hizam Hanafiah, & Sheikh Usman Yousaf, & Bushra Usman,, 2017. "The influence of psychological capital on the growth intentions of entrepreneurs: A study on Malaysian SME entrepreneurs," Business and Economic Horizons (BEH), Prague Development Center, vol. 13(5), pages 556-569, December.
- Kalamas, Maria & Laroche, Michel & Makdessian, Lucy, 2008. "Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures," Journal of Business Research, Elsevier, vol. 61(8), pages 813-824, August.
- Aistė Dirzytė & Ona Gražina Rakauskienė & Vaida Servetkienė, 2017. "Evaluation of resilience impact on socio-economic inequality," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 4(4), pages 489-501, June.
- Yuan-Shuh Lii & May-Ching Ding & Chih-Huang Lin, 2018. "Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery," Sustainability, MDPI, vol. 10(12), pages 1-21, December.
- Fred Luthans & Steven M. Norman & Susan M. Jensen, 2007. "The value of the psychological capital of immigrant entrepreneurs," International Journal of Business and Globalisation, Inderscience Enterprises Ltd, vol. 1(2), pages 161-175.
- Nasser Saad Al Kahtani & Sulphey M. M., 2022. "A Study on How Psychological Capital, Social Capital, Workplace Wellbeing, and Employee Engagement Relate to Task Performance," SAGE Open, , vol. 12(2), pages 21582440221, May.
- Francoise Contreras & Juan C. Espinosa & Gustavo A. Esguerra, 2020. "Could Personal Resources Influence Work Engagement and Burnout? A Study in a Group of Nursing Staff," SAGE Open, , vol. 10(1), pages 21582440199, January.
- Yogesh Upadhyay & Dharmendra Kumar, 2020. "Leader–Member Exchange, Psychological Capital and Employees’ Creativity," Vision, , vol. 24(4), pages 406-418, December.
- Cixian Lv & Peijin Yang & Jingjing Xu & Jia Sun & Yuelong Ming & Xiaotong Zhi & Xinghua Wang, 2023. "Association between Urban Educational Policies and Migrant Children’s Social Integration in China: Mediated by Psychological Capital," IJERPH, MDPI, vol. 20(4), pages 1-18, February.
- Xinxin Wang & Shidan Xu & Yubo Zhuo & Julian Chun-Chung Chow, 2023. "Higher Income but Lower Happiness with Left-Behind Experience? A Study of Long-Term Effects for China’s Migrants," Applied Research in Quality of Life, Springer;International Society for Quality-of-Life Studies, vol. 18(1), pages 411-434, February.
- Urmila Rani Srivastava & Vandana Maurya, 2017. "Organizational and Individual Level Antecedents of Psychological Capital and its Associated Outcomes: Development of a Conceptual Framework," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 42(3), pages 205-236, August.
- Bret Crane, 2022. "Eudaimonia in Crisis: How Ethical Purpose Finding Transforms Crisis," Humanistic Management Journal, Springer, vol. 7(3), pages 391-416, December.
- Sheng-min Liu & Jian-qiao Liao & Hongguo Wei, 2015. "Authentic Leadership and Whistleblowing: Mediating Roles of Psychological Safety and Personal Identification," Journal of Business Ethics, Springer, vol. 131(1), pages 107-119, September.
- Diego R. Toubes & Noelia Araújo-Vila & Arthur Filipe Araújo & José Antonio Fraiz-Brea, 2023. "Resilience and individual competitive productivity: the role of age in the tourism industry," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-11, December.
- K. Coussement & D. Van Den Poel, 2008.
"Improving Customer Attrition Prediction by Integrating Emotions from Client/Company Interaction Emails and Evaluating Multiple Classifiers,"
Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium
08/527, Ghent University, Faculty of Economics and Business Administration.
- K. Coussement & D. van den Poel, 2009. "Improving customer attrition prediction by integrating emotions from client/company interaction emails and evaluating multiple classifiers," Post-Print halshs-00581595, HAL.
- Ebru Yildiz, 2017. "The Effect of the Psychological Capital and Personality Characteristics of Employees on Their Organizational Commitment and Contribution to the Work: A Qualitative Research on Managers," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 8(4), pages 34-46, August.
More about this item
Keywords
customer-related social stressors; resilience; customer orientation; service recovery performance; psychology of sustainability;All these keywords.
Statistics
Access and download statisticsCorrections
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:gam:jsusta:v:11:y:2019:i:1:p:285-:d:195747. 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.