Attributions of blame for customer mistreatment : Implications for employees’ service performance and customers’ negative word of mouth

Journal article


Garcia, Patrick Raymund James M., Restubog, Simon Lloyd D., Lu, Vinh Nhat, Amarnani, Rajiv K., Wang, Lu and Capezio, Alessandra. (2019). Attributions of blame for customer mistreatment : Implications for employees’ service performance and customers’ negative word of mouth. Journal of Vocational Behavior. 110, pp. 203-213. https://doi.org/10.1016/j.jvb.2018.12.001
AuthorsGarcia, Patrick Raymund James M., Restubog, Simon Lloyd D., Lu, Vinh Nhat, Amarnani, Rajiv K., Wang, Lu and Capezio, Alessandra
Abstract

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.

Keywordscustomer mistreatment; negative word of mouth; blame attributions; conservation of resources theory; attribution theory; performance
Year2019
JournalJournal of Vocational Behavior
Journal citation110, pp. 203-213
PublisherElsevier Inc.
ISSN0001-8791
Digital Object Identifier (DOI)https://doi.org/10.1016/j.jvb.2018.12.001
Scopus EID2-s2.0-85059175062
Research or scholarlyResearch
Page range203-213
Publisher's version
License
All rights reserved
File Access Level
Controlled
Output statusPublished
Publication dates
Online06 Dec 2018
Publication process dates
Accepted05 Dec 2018
Deposited31 Aug 2021
Permalink -

https://acuresearchbank.acu.edu.au/item/8wqw5/attributions-of-blame-for-customer-mistreatment-implications-for-employees-service-performance-and-customers-negative-word-of-mouth

Restricted files

Publisher's version

  • 74
    total views
  • 0
    total downloads
  • 2
    views this month
  • 0
    downloads this month
These values are for the period from 19th October 2020, when this repository was created.

Export as

Related outputs

Age as double-edged sword among victims of customer mistreatment : A self-esteem threat perspective
Amarnani, Rajiv, Restubog, Lloyd D., Bordia, Prashant and Abbasi, Ayeesha A.. (2019). Age as double-edged sword among victims of customer mistreatment : A self-esteem threat perspective. Human Resource Management. 58(3), pp. 285-299. https://doi.org/10.1002/hrm.21949
Laughter is (powerful) medicine : The effects of humor exposure on the well-being of victims of aggression
Cheng, David, Amarnani, Rajiv, Le, Tiffany and Restubog, Simon. (2019). Laughter is (powerful) medicine : The effects of humor exposure on the well-being of victims of aggression. Journal of Business and Psychology. 34(3), pp. 289-402. https://doi.org/10.1007/s10869-018-9548-7
Beyond tit-for-tat: Theorizing divergent employee reactions to customer mistreatment
Amarnani, Rajiv, Bordia, Prashant and Restubog, Simon Lloyd D.. (2019). Beyond tit-for-tat: Theorizing divergent employee reactions to customer mistreatment. Group and Organization Management. 44(4), pp. 687 - 717. https://doi.org/10.1177/1059601118755239
Dualistic passion for work and its impact on career outcomes: Scale validation and nomological network
Lajom, Jennifer Ann, Amarnani, Rajiv, Restubog, Simon Lloyd D., Bordia, Prashant and Tang, Robert L.. (2018). Dualistic passion for work and its impact on career outcomes: Scale validation and nomological network. Journal of Career Assessment. 26(4), pp. 631 - 648. https://doi.org/10.1177/1069072717723096
Categories of illustrated problems for training children in inductive reasoning
Reyes, Melissa Lopez and Amarnani, Rajiv K.. (2016). Categories of illustrated problems for training children in inductive reasoning. Asia-Pacific Education Researcher. 25(2), pp. 239 - 250. https://doi.org/10.1007/s40299-015-0257-y
Do you think i'm worth it? The self-verifying role of parental engagement in career adaptability and career persistence among STEM students
Amarnani, Rajiv K., Garcia, Patrick Raymund James M., Restubog, Simon Lloyd D., Bordia, Prashant and Bordia, Sarbari. (2016). Do you think i'm worth it? The self-verifying role of parental engagement in career adaptability and career persistence among STEM students. Journal of Career Assessment. https://doi.org/10.1177/1069072716679925
Categories of illustrated problems for training children in inductive reasoning
Reyes, Melissa Lopez and Amarnani, Rajiv K.. (2016). Categories of illustrated problems for training children in inductive reasoning. Asia-Pacific Education Researcher. 25(2), pp. 239 - 250. https://doi.org/10.1007/s40299-015-0257-y
Misbehaving customers: Understanding and managing customer injustice in service organizations
Van Jaarsveld, Danielle D., Restubog, Simon Lloyd D., Walker, David D. and Amarnani, Rajiv K.. (2015). Misbehaving customers: Understanding and managing customer injustice in service organizations. Organizational Dynamics. 44(1), pp. 273 - 280. https://doi.org/10.1016/j.orgdyn.2015.09.004
Yielding to (cyber)-temptation: Exploring the buffering role of self-control in the relationship between organizational justice and cyberloafing behavior in the workplace
Restubog, Simon Lloyd D., Garcia, Patrick Raymund J. M., Toledano, Lemuel S., Amarnani, Rajiv, Tolentino, Laramie R. and Tang, Robert L.. (2011). Yielding to (cyber)-temptation: Exploring the buffering role of self-control in the relationship between organizational justice and cyberloafing behavior in the workplace. Journal of Research in Personality. https://doi.org/10.1016/j.jrp.2011.01.006