Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
11011927 | Journal of Retailing and Consumer Services | 2019 | 10 Pages |
Abstract
This study investigates the effects of customers' uncivil treatments on frontline retail employees' emotions, deviant behaviors and relationship with the retail organization. Our theoretical model is based on both marketing and personnel management literatures. 415 frontline retailing American employees answered our questionnaire. Employees treated uncivilly by customers feel angry but have to hide their negative emotions, which leads them to emotional exhaustion and deviant behaviors. Paradoxically, employees' strong commitment to their retailing organization brings about more deviant behaviors. We propose some managerial strategies to cope with uncivil customers, as well as future research on this important and under-researched topic.
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Marketing
Authors
Benoît Gaucher, Jean-Charles Chebat,