IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v111y2020icp1-11.html
   My bibliography  Save this article

Letting go or getting back: How organization culture shapes frontline employee response to customer incivility

Author

Listed:
  • Balaji, M.S.
  • Jiang, Yangyang
  • Singh, Gurbir
  • Jha, Subhash

Abstract

This study examines how different types of organizational culture moderate the effect of customer incivility on frontline employee (FLE) response. We propose that FLE forgiveness determines their customer-oriented behavior following customer incivility; FLE vengeance mediates the effect of customer incivility on dysfunctional behavior. We further posit that the effects of customer incivility on FLE forgiveness and vengeance would vary depending on the organizational culture (i.e., clan, adhocracy, market, and hierarchy). We test the research hypotheses by conducting a survey, followed by a scenario-based experiment. Our findings show that forgiveness of customer incivility determines FLEs’ customer-oriented behavior; whereas vengeance influences FLEs’ dysfunctional behavior following customer incivility. Furthermore, organizational culture moderates the effects of customer incivility on FLE responses such that clan culture and adhocracy culture positively moderate the effect of customer incivility on forgiveness, while market culture positively moderates the effect of customer incivility on vengeance.

Suggested Citation

  • Balaji, M.S. & Jiang, Yangyang & Singh, Gurbir & Jha, Subhash, 2020. "Letting go or getting back: How organization culture shapes frontline employee response to customer incivility," Journal of Business Research, Elsevier, vol. 111(C), pages 1-11.
    • Handle: RePEc:eee:jbrese:v:111:y:2020:i:c:p:1-11
    DOI: 10.1016/j.jbusres.2020.02.007
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296320300990
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2020.02.007?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Qiang Wang & Nathan A. Bowling & Qi-tao Tian & Gene M. Alarcon & Ho Kwong Kwan, 2018. "Workplace Harassment Intensity and Revenge: Mediation and Moderation Effects," Journal of Business Ethics, Springer, vol. 151(1), pages 213-234, August.
    2. Robert E. Quinn & John Rohrbaugh, 1983. "A Spatial Model of Effectiveness Criteria: Towards a Competing Values Approach to Organizational Analysis," Management Science, INFORMS, vol. 29(3), pages 363-377, March.
    3. Hougyun Kim, 2014. "Transformational Leadership, Organizational Clan Culture, Organizational Affective Commitment, and Organizational Citizenship Behavior: A Case of South Korea's Public Sector," Public Organization Review, Springer, vol. 14(3), pages 397-417, September.
    4. Dwyer, Sean & Richard, Orlando C. & Chadwick, Ken, 2003. "Gender diversity in management and firm performance: the influence of growth orientation and organizational culture," Journal of Business Research, Elsevier, vol. 56(12), pages 1009-1019, December.
    5. Sarkar Sengupta, Aditi & Balaji, M.S. & Krishnan, Balaji C., 2015. "How customers cope with service failure? A study of brand reputation and customer satisfaction," Journal of Business Research, Elsevier, vol. 68(3), pages 665-674.
    6. Booth, Jonathan E. & Park, Tae-Youn & Zhu, Luke (Lei) & Beauregard, T. Alexandra & Gu, Fan & Emery, Cécile, 2018. "Prosocial response to client-instigated victimization: the roles of forgiveness and workgroup conflict," LSE Research Online Documents on Economics 85632, London School of Economics and Political Science, LSE Library.
    7. Harrison-Walker, L. Jean, 2019. "The critical role of customer forgiveness in successful service recovery," Journal of Business Research, Elsevier, vol. 95(C), pages 376-391.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Lee, Jeoung Yul & Kim, Sunghoon & Noh, Shinwon & Jang, Seung Hoon & Lee, Sang Youn, 2024. "Paradoxical organizational culture, authoritarian leadership, and international firm performance: evidence from international firms in China," Journal of International Management, Elsevier, vol. 30(1).
    2. Boukis, Achilleas & Koritos, Christos & Papastathopoulos, Avraam & Buhalis, Dimitrios, 2023. "Customer incivility as an identity threat for frontline employees: The mitigating role of organizational rewards," Annals of Tourism Research, Elsevier, vol. 100(C).
    3. Chaouali, Walid & Hammami, Samiha Mjahed & Cristóvão Veríssimo, José Manuel & Harris, Lloyd C. & El-Manstrly, Dahlia & Woodside, Arch G., 2022. "Customers who misbehave: Identifying restaurant guests “acting out†via asymmetric case models," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    4. 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).
    5. Farizka Shafa Nabila & Mahendra Fakhri & Mahir Pradana & Budi Rustandi Kartawinata & Anita Silvianita, 2023. "Measuring financial satisfaction of Indonesian young adults: a SEM-PLS analysis," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-13, December.
    6. Honora, Andreawan & Chih, Wen-Hai & Wang, Kai-Yu, 2022. "Managing social media recovery: The important role of service recovery transparency in retaining customers," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    7. Sanda Rašić Jelavić & Ana Aleksić & Ivana Načinović Braje, 2021. "Behind the Curtain: Workplace Incivility—Individual Actors in Cultural Settings," Sustainability, MDPI, vol. 13(3), pages 1-14, January.
    8. Gong, Taeshik & Wang, Chen-Ya, 2022. "The effects of a psychological contract breach on customer-directed deviance," Journal of Business Research, Elsevier, vol. 138(C), pages 374-386.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Gong, Limin & Jiang, Shisong & Liang, Xin, 2022. "Competing value framework-based culture transformation," Journal of Business Research, Elsevier, vol. 145(C), pages 853-863.
    2. Bozkurt, Sıddık & Gligor, David, 2021. "Distinguishing between the impact of social media public and private compliments on customers’ future service recovery expectations," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    3. Harun, Ahasan & Rokonuzzaman, Md, 2021. "Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    4. Li, Jinhua & Liu, Li & Qing, Qiankai, 2022. "Differentiated consumer forgiveness for different corporate social irresponsibility domains: The moderating role of corporate reputation and patriotism," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
    5. Simanchala Das & Biswajit Acharjya, 2021. "Understanding Organisational Effectiveness Through Sustainable Human Relations Approach: The Role of Empowerment Climate in Selected Industrial Establishments," International Journal of System Dynamics Applications (IJSDA), IGI Global, vol. 10(2), pages 33-52, April.
    6. Treur, Kim A.D. & Van Der Sluis, Lidewey E.C., 2005. "The Benefits of Coaching for Employees and their Organisations," Serie Research Memoranda 0013, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    7. Nils Grashof, 2020. "Sinking or swimming in the cluster labour pool? A firm-specific analysis of the effect of specialized labour," Jena Economics Research Papers 2020-006, Friedrich-Schiller-University Jena.
    8. A. Emre Demirci, 2013. "Strategic Representation of an Abstract Reality: Spiraling Relations between Organizational Culture and Innovativeness," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 4(3), pages 39-55, August.
    9. Hock-Doepgen, Marianne & Clauss, Thomas & Kraus, Sascha & Cheng, Cheng-Feng, 2021. "Knowledge management capabilities and organizational risk-taking for business model innovation in SMEs," Journal of Business Research, Elsevier, vol. 130(C), pages 683-697.
    10. Suat BEGEÇ, 2013. "Effective Diversity Management Initiatives," International Review of Management and Marketing, Econjournals, vol. 3(2), pages 63-74.
    11. Raju, Sekar & Rajagopal, Priyali & Murdock, Mitchel R., 2021. "The moderating effects of prior trust on consumer responses to firm failures," Journal of Business Research, Elsevier, vol. 122(C), pages 24-37.
    12. Julia Naranjo-Valencia & Ricardo Vidal-Patiño & Gregorio Calderón-Hernández, 2019. "Characterization of Innovation Research Published in Latin American Journals Indexed in WoS," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(07), pages 1-38, November.
    13. Dritan Shoraj & Shyqyri Llaci, 2015. "Motivation and Its Impact on Organizational Effectiveness in Albanian Businesses," SAGE Open, , vol. 5(2), pages 21582440155, April.
    14. Gregorio Sánchez-Marín & Gabriel Lozano-Reina & Mané Beglaryan, 2022. "HRM Policies and SMEs Performance: The Moderating Role of CSR Orientation," Central European Business Review, Prague University of Economics and Business, vol. 2022(1), pages 85-110.
    15. Shuyue Huang & Lena Jingen Liang & Hwansuk Chris Choi, 2022. "How We Failed in Context: A Text-Mining Approach to Understanding Hotel Service Failures," Sustainability, MDPI, vol. 14(5), pages 1-18, February.
    16. Alev Ozer Torgaloz & Mehmet Fatih Acar & Cemil Kuzey, 2023. "The effects of organizational learning culture and decentralization upon supply chain collaboration: analysis of covid-19 period," Operations Management Research, Springer, vol. 16(1), pages 511-530, March.
    17. Hoang Linh VU & Dominique BONET FERNANDEZ, 2014. "Proposition d’un modèle de relations producteur-distributeur : une application à la gestion des conflits en contexte interculturel," Working Papers 2014-231, Department of Research, Ipag Business School.
    18. Gupta, Manjul & George, Joey F. & Xia, Weidong, 2019. "Relationships between IT department culture and agile software development practices: An empirical investigation," International Journal of Information Management, Elsevier, vol. 44(C), pages 13-24.
    19. Nika Meyer (née Mozafari) & Melanie Schwede & Maik Hammerschmidt & Welf Hermann Weiger, 2022. "Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2491-2505, December.
    20. Maitland, A. & Hills, L.A. & Rhind, D.J., 2015. "Organisational culture in sport – A systematic review," Sport Management Review, Elsevier, vol. 18(4), pages 501-516.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:111:y:2020:i:c:p:1-11. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.