Nawaz A. , Tariq B. , Dakhan S.A. , ARIZA MONTES, JOSÉ ANTONIO, Bhutto N.A. , Han H.
No
Sustainability
Article
Científica
3.251
0.612
01/01/2020
000583070300001
2-s2.0-85092909251
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. © 2020 by the authors. Licensee MDPI, Basel, Switzerland.
aggression; assessment method; management practice; theoretical study