Dysfunctional Customer Behavior, Employee Service Sabotage, and Sustainability: Can Social Support Make a Difference?

Jinsoo Hwang, Yekyoung Yoo and Insin Kim
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Jinsoo Hwang: The College of Hospitality and Tourism Management, Sejong University, Seoul 143-747, Korea
Yekyoung Yoo: Institute of Economics and International Trade, Pusan National University, Busan 46241, Korea
Insin Kim: Department of Tourism and Convention, Pusan National University, Busan 46241, Korea

IJERPH, 2021, vol. 18, issue 7, 1-16

Abstract: In a restaurant industry, dysfunctional customer behavior damages customer-contact service employees’ mental health which may lead to employee defection. This study examined the effects of dysfunctional customer behavior on service employees’ service sabotage which is a mechanisms for protecting themselves from outside pressures. Additionally, it determined if emotional exhaustion plays a mediating role in the relationship between dysfunctional customer behavior and employees’ service sabotage and verified the moderating role of social support. The proposed model was tested empirically using the data from 329 restaurant customer-contact service employees in South Korea. The results indicated that dysfunctional customer behavior increased the incidence of employees’ service sabotage. Moreover, emotional exhaustion was a significant mediator in the link from dysfunctional customer behavior to employees’ service sabotage. In addition, social support moderated the effects of dysfunctional customer behavior on service sabotage. This study provides insights into the effects of dysfunctional customer behavior and methods of supporting employees socially.

Keywords: dysfunctional customer behavior; emotional exhaustion; service sabotage; social support; restaurant industry (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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