IDEAS home Printed from https://ideas.repec.org/a/igg/jcrmm0/v7y2016i2p1-15.html
   My bibliography  Save this article

The Consequence of Customer Verbal Aggression-the Moderating Roles of Person-Organization Fit

Author

Listed:
  • Ching-Wen Yeh

    (China University of Science and Technology, Taipei, Taiwan)

Abstract

This study integrated research on stimulus–organism–response and COR theory to examine whether customer verbal aggression lead to employee service sabotage through emotional dissonance and whether person-organization fit moderate the relationship between customer verbal aggression and emotional dissonance. To achieve this goal, this study surveyed flight attendants employed by six airlines in Taiwan. Out of 1000 questionnaires distributed, 504 valid questionnaires were returned, yielding a valid response rate of 50.4 percent. The research results demonstrate that emotional dissonance partially mediates the relationship between the customer verbal aggression and emotional dissonance. Additionally, person-organization fit negatively moderates the relationship between customer verbal aggression and emotional dissonance. Based on these results, suggestions regarding service management are presented as a reference for airlines.

Suggested Citation

  • Ching-Wen Yeh, 2016. "The Consequence of Customer Verbal Aggression-the Moderating Roles of Person-Organization Fit," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 7(2), pages 1-15, April.
  • Handle: RePEc:igg:jcrmm0:v:7:y:2016:i:2:p:1-15
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJCRMM.2016040101
    Download Restriction: no
    ---><---

    More about this item

    Statistics

    Access and download statistics

    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:igg:jcrmm0:v:7:y:2016:i:2:p:1-15. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    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.