Rude customers and service performance: roles of motivation and personality

David J. Yoon

The Service Industries Journal, 2022, vol. 42, issue 1-2, 81-106

Abstract: On the basis of the self-determination theory, we develop and test an integrative framework that explains when and why customer incivility impairs employee service performance. Using multisource data collected through two waves in a shopping mall, we found that the strength of the mediated relationship between customer incivility and employee service performance (via employee intrinsic motivation) varied based on employee core-self evaluations; the negative indirect effect of customer incivility via intrinsic motivation on service performance was weaker for employees with high levels of core-self evaluations than for employees with low levels of core-self evaluations.

Date: 2022
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DOI: 10.1080/02642069.2020.1826453

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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