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Attributions of blame for customer mistreatment : Implications for employees’ service performance and customers’ negative word of mouth
Garcia, Patrick Raymund James M. Restubog, Simon Lloyd D. Lu, Vinh Nhat Amarnani, Rajiv K. Wang, Lu Capezio, Alessandra
Garcia, Patrick Raymund James M.
Restubog, Simon Lloyd D.
Lu, Vinh Nhat
Amarnani, Rajiv K.
Wang, Lu
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.
Keywords
customer mistreatment, negative word of mouth, blame attributions, conservation of resources theory, attribution theory, performance
Date
2019
Type
Journal article
Journal
Journal of Vocational Behavior
Book
Volume
110
Issue
Page Range
203-213
Article Number
ACU Department
Collections
Relation URI
Source URL
Event URL
Open Access Status
License
All rights reserved
File Access
Controlled