When perspective-taking fails to inhibit customer aggression toward service employees

Yongju Kwon and Youjae Yi

The Service Industries Journal, 2023, vol. 43, issue 13-14, 1034-1054

Abstract: The current research proposed boundary conditions for the inhibiting effect of perspective-taking on customer aggression toward service employees. In Study 1, we recruited participants (N = 241) from Prolific and conducted an online survey. The results showed that the inhibiting role of perspective-taking appeared among people with low perceived economic mobility (PEM) but disappeared among those with high PEM. In Study 2, we recruited people (N = 241) from MTurk and tested whether self-other referent priming influences the aforementioned effect by conducting an online experiment randomly assigning participants to either a self- or other-referent priming condition. The results revealed that perspective-taking inhibited customer aggression more among people with low (vs. high) PEM in the self-referent priming condition, but in the other-referent priming condition, the inhibiting effect appeared more among people with high (vs. low) PEM. The current research provides practical implications to help service firms to inhibit customer aggression.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:43:y:2023:i:13-14:p:1034-1054

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DOI: 10.1080/02642069.2021.1972976

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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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