TY - JOUR
T1 - Attributions of blame for customer mistreatment
T2 - Implications for employees’ service performance and customers’ negative word of mouth
AU - Garcia, Patrick Raymund James M.
AU - Restubog, Simon Lloyd D.
AU - Lu, Vinh Nhat
AU - Amarnani, Rajiv K.
AU - Wang, Lu
AU - Capezio, Alessandra
PY - 2019/2/1
Y1 - 2019/2/1
N2 - Integrating conservation of resources and attribution theories, this study investigates the extent to which perceived customer mistreatment increases customers’ negative word of mouth by reducing service workers’ subsequent customer-directed in-role performance and customer-directed organizational citizenship behaviors. We also hypothesized that customer-directed blame attributions would moderate these relationships. Data collected from 153 restaurant servers, 153 coworkers, 149 supervisors and 306 customers show that the negative relationship between customer mistreatment and customer-directed behaviors (both in-role performance and organizational citizenship behaviors) is stronger for employees who engage in high as opposed to low levels of customer-directed blame attributions. Furthermore, the conditional indirect effect of customer mistreatment on negative word of mouth, via customer-directed organizational citizenship behaviors, is stronger for those employees who engage in high as opposed to low levels of customer-directed blame attributions.
AB - Integrating conservation of resources and attribution theories, this study investigates the extent to which perceived customer mistreatment increases customers’ negative word of mouth by reducing service workers’ subsequent customer-directed in-role performance and customer-directed organizational citizenship behaviors. We also hypothesized that customer-directed blame attributions would moderate these relationships. Data collected from 153 restaurant servers, 153 coworkers, 149 supervisors and 306 customers show that the negative relationship between customer mistreatment and customer-directed behaviors (both in-role performance and organizational citizenship behaviors) is stronger for employees who engage in high as opposed to low levels of customer-directed blame attributions. Furthermore, the conditional indirect effect of customer mistreatment on negative word of mouth, via customer-directed organizational citizenship behaviors, is stronger for those employees who engage in high as opposed to low levels of customer-directed blame attributions.
KW - Attribution theory
KW - Blame attributions
KW - Conservation of resources theory
KW - Customer mistreatment
KW - Negative word of mouth
KW - Performance
UR - http://www.scopus.com/inward/record.url?scp=85059175062&partnerID=8YFLogxK
U2 - 10.1016/j.jvb.2018.12.001
DO - 10.1016/j.jvb.2018.12.001
M3 - Article
AN - SCOPUS:85059175062
SN - 0001-8791
VL - 110
SP - 203
EP - 213
JO - Journal of Vocational Behavior
JF - Journal of Vocational Behavior
ER -