Dysfunctional customer behavior and commitment to service quality

Abstract

Purpose

This study examines the mediating effects of burnout on the relationship between dysfunctional customer behavior and commitment to service quality. The study also investigates the moderated mediation effects of caring and instrumental climates.

Design/methodology/approach

Data were collected from 622 frontline employees and 81 managers. Data analysis uses multi-level structural equation modeling.

Findings

The findings show that employee burnout negatively mediates the relationship between dysfunctional customer behavior and commitment to service quality. Moreover, a caring climate weakens this indirect effect.

Originality/value

This study reveals that dysfunctional customer behavior decreases commitment to service quality through burnout and caring climate decrease weakens this indirect effect.

Citation

Lee, K. and Gong, T. (2022), "Dysfunctional customer behavior and commitment to service quality", Marketing Intelligence & Planning, Vol. 40 No. 8, pp. 1024-1037. https://doi.org/10.1108/MIP-01-2022-0009