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How CSR serves as a preventive mechanism for coping with dysfunctional customer behavior

Author

Listed:
  • Jiyoung Kim

    (Cornell University)

  • Russell Lacey

    (Xavier University)

  • Hae-Ryong Kim

    (Konkuk University)

  • Jaebeom Suh

    (Kansas State University)

Abstract

Based on empirical results involving 237 frontline service employees (FSEs) of a South Korean insurance company, this study reveals how FSEs’ views of their company’s corporate social responsibility (CSR) performance impact both their customer orientation and self-efficacy of their work. This marks the first study to demonstrate how the psychological mechanisms of CSR vary by stakeholder perspectives. CSR initiatives aimed at internal stakeholders (i.e., employees) made a stronger impact on FSEs’ beliefs to successfully perform their jobs. CSR initiatives directed at helping charitable organizations and other groups of external stakeholders were shown to strengthen FSEs’ customer orientation. Strengthening FSEs’ levels of empathy and self-efficacy diminish their revenge intentions in response to dysfunctional customer behavior.

Suggested Citation

  • 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.
    • Handle: RePEc:spr:svcbiz:v:13:y:2019:i:4:d:10.1007_s11628-019-00400-w
    DOI: 10.1007/s11628-019-00400-w
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    References listed on IDEAS

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    Cited by:

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    2. 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.
    3. Miri Chung & Young-Hye Jang & Steven A. Edelson, 2021. "The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 77-102, March.
    4. Nicolas G. A. Lorgnier & Nicolas Chanavat & Che-Jen Su & Shawn M. O’Rourke, 2020. "Examining the influence of brand-based value congruity: do the values of the International Olympic Committee really matter?," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 73-99, March.

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