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

Ching-Wen Yeh
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Ching-Wen Yeh: China University of Science and Technology, Nankang, Taiwan

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2016, vol. 7, issue 3, 18-33

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 service sabotage. 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.

Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jcrmm0:v:7:y:2016:i:3:p:18-33

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International Journal of Customer Relationship Marketing and Management (IJCRMM) is currently edited by Riyad Eid

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