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Rude customers and service performance: roles of motivation and personality

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  • David J. Yoon

Abstract

On the basis of the self-determination theory, we develop and test an integrative framework that explains when and why customer incivility impairs employee service performance. Using multisource data collected through two waves in a shopping mall, we found that the strength of the mediated relationship between customer incivility and employee service performance (via employee intrinsic motivation) varied based on employee core-self evaluations; the negative indirect effect of customer incivility via intrinsic motivation on service performance was weaker for employees with high levels of core-self evaluations than for employees with low levels of core-self evaluations.

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  • David J. Yoon, 2022. "Rude customers and service performance: roles of motivation and personality," The Service Industries Journal, Taylor & Francis Journals, vol. 42(1-2), pages 81-106, January.
    • Handle: RePEc:taf:servic:v:42:y:2022:i:1-2:p:81-106
    DOI: 10.1080/02642069.2020.1826453
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    Cited by:

    1. Wang, I-An & Chen, Pei-Chi & Chi, Nai-Wen, 2023. "Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage: Critical roles of service recovery behaviors," Journal of Business Research, Elsevier, vol. 154(C).

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