Rude customers and service performance: roles of motivation and personality

Yoon, David J.

doi:10.1080/02642069.2020.1826453

Cited by 20 publications

(12 citation statements)

References 105 publications

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“…Nevertheless, both explanations rely on the protective role of GSE as a personal resource. Similar to the results concerning the protective role of core self-evaluations in service interactions (Yoon, 2022) or distress tolerance as a personal resource (Hongbo et al ., 2018) our study shows how the general self-efficacy of the flight attendants can function as a personal resource that buffers the detrimental consequences of emotional job demands (Heuven et al. , 2006; Jerusalem and Schwarzer, 1992; Sahi et al ., 2022).…”

Section: Discussionsupporting

confidence: 86%

“…Highly efficacious cabin attendants report a weaker association between exposure to UPB and the use of aggressive humor in their groups, thus tend to report less negativity in the interpersonal interactions during flights. A plausible explanation is that a positive self-image stimulates employee resilience in dealing with the negative emotions triggered by customer uncivility or aggressive humor and ultimately preserves service performance (Yoon, 2022; Hongbo et al ., 2018). Another explanation is that cabin crews with members scoring high on GSE benefit from this personal resource by addressing more effectively, in the interaction with the passengers, the UPB such that ultimately it does not affect the cabin crew.…”

Section: Discussionmentioning

confidence: 99%

“…Moreover, in a study on cabin crews, highly efficacious flight attendants were able to better deal with the emotional job demands of their work and use more effective coping strategies and resources (Heuven et al, 2006). In a recent study on reactions to uncivil customer behaviors, Yoon (2022) showed that core self-evaluations attenuate the negative association between customer incivility and intrinsic motivation. Moreover, Goussinsky (2012) showed that in service encounters, self-efficacy attenuated the use of venting and the required social support.…”

Section: Theory and Hypothesesmentioning

confidence: 99%

See 2 more Smart Citations

Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct

Curşeu

Gheorghe²,

Bria³

et al. 2022

JSTP

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PurposeThe authors present a fist attempt to test the mediating role of humor in the relation between unruly passenger behavior and occupational stress in cabin crews.Design/methodology/approachThis study used an experience sampling design to investigate the relationship between a frequent job hassle in air service provision, namely unruly passenger behavior (UPB), and the stress experienced by flight attendants.FindingsThe results of multilevel analyses show that UPB is positively related to the use of aggressive humor and negatively related to the use of affiliative humor in cabin crews. Moreover, humor mediates the relationship between unruly passenger behavior and stress. In addition the results show that general self-efficacy as a personal resource buffers the association between passenger misconduct and the use of aggressive humor.Originality/valueThis study is among the first empirical attempts to explore the role of humor as a mediator between uncivil customer behavior and stress in air service employee.

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Section: Discussionsupporting

confidence: 86%

Section: Discussionmentioning

confidence: 99%

Section: Theory and Hypothesesmentioning

confidence: 99%

See 1 more Smart Citation

Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct

Curşeu

Gheorghe²,

Bria³

et al. 2022

JSTP

View full text Add to dashboard Cite

show abstract

“…For instance, ref. [ 31 ] discovered that the mediation of intrinsic motivation on the relationship between customer incivility and staff service performance varied based on staff CSEs.…”

Section: Theoretical Framework and Hypothesesmentioning

confidence: 99%

The Impact of Core Self-Evaluations on Job Satisfaction and Turnover Intention among Higher Education Academic Staff: Mediating Roles of Intrinsic and Extrinsic Motivation

Akosile

Ekemen

2022

Behavioral Sciences

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Job satisfaction and turnover intention among academic staff remains a challenge in higher education institutions. To aid understanding of the factors that can reduce intention to leave and increase job satisfaction among academic staff, the present research investigated the impact of core self-evaluations (CSEs) on job satisfaction and turnover intention by proposing a parallel mediation model. The researcher used quantitative approach. The sample consisted of (n = 305) academic staff working in higher education institutions in Nigeria, with a total of 80 females and 225 males. The study attempted to investigate the connection between core self-evaluations, job satisfaction, and turnover intention using self-determination theory to investigate the parallel mediating role of intrinsic and extrinsic motivation on the relationship. Through application of structural equation modeling, the findings showed that CSEs had an impact on job satisfaction and turnover intention, mainly through the mediating role of intrinsic and extrinsic motivation. The mediating role of intrinsic and extrinsic motivation provided new insight into the connections between core self-evaluations, job satisfaction, and turnover expectations.

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“…Although our work shows that organizational support climate helps employees capitalize on the benefits of customer courtesy, it may also be worthwhile for future research to outline which employee characteristics or individual differences may also help augment the benefits of courtesy. For instance, we know that employees with higher core self-evaluations (Yoon, 2020), lower negative affectivity, and longer job tenure (Wang et al, 2011) can better withstand customer mistreatment. However, because courtesy and incivility are distinct, it is unclear whether some people demonstrate stronger benefits due to interacting with courteous customers.…”

Section: Future Researchmentioning

confidence: 99%

Customer courtesy and service performance: The roles of self‐efficacy and social context

et al. 2022

Self Cite

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While the impact of negative customer treatment on service employees and their organizations is often emphasized in both scholarship and the popular press, relatively little work has examined the effects of customer courtesy. We draw on the social cognitive theory to theorize that customer courtesy can enhance service performance via its positive effect on employee self-efficacy. Although getting customers to display courtesy may be outside an organization's direct control, we reason that management can amplify these benefits by establishing a strong organizational support climate. To examine our predictions, we developed a customer courtesy scale, then deployed it among service employees in the United States (Study 1) and hotel employees and their supervisors in East Asia (Study 2). We also collected experimental data (Study 3) to test our causal model. Across our studies, our data support the benefits of customer courtesy on employee self-efficacy and, by extension, employee service performance. Moreover, our data reveal that when organizational support climate increases, the effect of customer courtesy on self-efficacy and thus, service performance increases. Although it may be the case that bad is sometimes stronger than good, our work highlights the importance of positive workplace interactions (e.g., customer courtesy) on valued employee outcomes.

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Rude customers and service performance: roles of motivation and personality

Cited by 20 publications

References 105 publications

Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct

Humor in the sky: the use of affiliative and aggressive humor in cabin crews facing passenger misconduct

The Impact of Core Self-Evaluations on Job Satisfaction and Turnover Intention among Higher Education Academic Staff: Mediating Roles of Intrinsic and Extrinsic Motivation

Customer courtesy and service performance: The roles of self‐efficacy and social context

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