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Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers

Author

Listed:
  • Asif Nawaz

    (Department of Business Administration, Sukkur IBA University, Sukkur 65200, Pakistan)

  • Beenish Tariq

    (NUST Business School, National University of Sciences and Technology, Islamabad 44000, Pakistan)

  • Sarfraz Ahmed Dakhan

    (Department of Business Administration, Sukkur IBA University, Sukkur 65200, Pakistan)

  • Antonio Ariza-Montes

    (Department of Management, Universidad Loyola Andalucía, C/Escritor Castilla Aguayo, 4, 14004 Córdoba, Spain)

  • Niaz Ahmed Bhutto

    (Department of Business Administration, Sukkur IBA University, Sukkur 65200, Pakistan)

  • Heesup Han

    (College of Hospitality and Tourism Management, Sejong University, Seoul 05006, Korea)

Abstract

This study examined the trickle in, out, around and trickle back effect of dysfunctional customer behavior on employees and consequently employees’ incivility and service recovery efforts toward customers. Furthermore, this study has specifically tested the mediating effect of employee burnout to examine the trickle around and trickle back effect. To explore the multi-level trickle effect, this study has collected data from two sources, i.e., customers and employees. The data was analyzed with the help of AMOS. The results revealed that customer’s verbal aggression escalates employee’s burnout, which in turn affects employee’s incivility towards customers. However, the indirect paths from disproportionate customer demand toward service recovery efforts and employee’s incivility towards customers were found to be insignificant. This study addressed the existing gap in the literature by examining the trickle effect within and outside the boundaries of an organization. The results of this study laid down some useful managerial and theoretical implications.

Suggested Citation

  • Asif Nawaz & Beenish Tariq & Sarfraz Ahmed Dakhan & Antonio Ariza-Montes & Niaz Ahmed Bhutto & Heesup Han, 2020. "Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers," Sustainability, MDPI, vol. 12(20), pages 1-17, October.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:20:p:8427-:d:427178
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    References listed on IDEAS

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    1. Asif Nawaz & Kamran Yousef Sandhu & Nafeesa Mughal, 2018. "Customer related social stressors a challenge to employee satisfaction: evidences from luxury bus service providers in Pakistan," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 16(3), pages 257-268.
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    Cited by:

    1. Stanley Y. B. Huang & Yu-Ming Fei & Yue-Shi Lee, 2021. "Predicting Job Burnout and Its Antecedents: Evidence from Financial Information Technology Firms," Sustainability, MDPI, vol. 13(9), pages 1-10, April.
    2. Horacio Molina-Sánchez & Gabriele Giorgi & Dante Castillo Guajardo & Antonio Ariza-Montes, 2022. "Special Issue “Rethinking the Subjective Wellbeing for a New Workplace Scenario”," Sustainability, MDPI, vol. 14(8), pages 1-6, April.

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