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Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior

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  • Won-Moo Hur

    (Inha University)

  • Tae-Won Moon

    (Hongik University)

  • Minsung Kim

    (Inha University)

Abstract

This study examined the relationship between customer incivility and salespeople’s up-selling behavior as mediated via emotional exhaustion and the moderating effect of sales control systems (e.g., outcome-based control and behavior-based control) on the relationship. Survey data from 397 salespeople working at department stores in South Korea were examined. The results indicated that the negative relationship between customer incivility and up-selling behavior was mediated by emotional exhaustion. Outcome-based control buffered the negative outcomes of customer incivility, whereas behavior-based control strengthened the negative relationship between customer incivility and emotional exhaustion. Furthermore, outcome-based control decreased the negative indirect relationship between customer incivility and up-selling behavior, while behavior-based control amplified it.

Suggested Citation

  • Won-Moo Hur & Tae-Won Moon & Minsung Kim, 2021. "Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 639-665, December.
    • Handle: RePEc:spr:svcbiz:v:15:y:2021:i:4:d:10.1007_s11628-021-00457-6
    DOI: 10.1007/s11628-021-00457-6
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    References listed on IDEAS

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    1. Miao Li & Luluo Peng & Guijun Zhuang, 2020. "Sales Control Systems and Salesperson Commitment: The Moderating Role of Behavior Uncertainty," Sustainability, MDPI, vol. 12(7), pages 1-18, March.
    2. Dana Yagil & Hana Medler-Liraz, 2019. "The effect of customer social status and dissatisfaction on service performance," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 153-169, March.
    3. Jiyoung Kim & Russell Lacey & Hae-Ryong Kim & Jaebeom Suh, 2019. "How CSR serves as a preventive mechanism for coping with dysfunctional customer behavior," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 671-694, December.
    4. Ayşe Banu Elmadağ & Alexander E. Ellinger, 2018. "Alleviating job stress to improve service employee work affect: the influence of rewarding," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 121-141, March.
    5. Minjeong Kang & Taeshik Gong, 2019. "Dysfunctional customer behavior: conceptualization and empirical validation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(4), pages 625-646, December.
    6. Clay M. Voorhees & Michael K. Brady & Roger Calantone & Edward Ramirez, 2016. "Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 119-134, January.
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    Cited by:

    1. Park, Hyewon & Hur, Won-Moo, 2023. "Customer showrooming behavior, customer orientation, and emotional labor: Sales control as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    2. Agnihotri, Arpita & Bhattacharya, Saurabh & Gupta, Suraksha, 2023. "Do morally disengaged employees withdraw from customer-oriented citizenship behavior in response to customers’ uncivil behavior?," Journal of Business Research, Elsevier, vol. 165(C).

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