Unit:
Κατεύθυνση Διοικητική Επιχειρήσεων και ΤραπεζώνLibrary of the Faculty of Economics and of the Faculty of Business Administration
Author:
Moustaka Aikaterini-Maria
Supervisors info:
Σιάχου Ευαγγελία, Επίκουρη Καθηγήτρια, Τμήμα Οικονομικών Επιστημών, ΕΚΠΑ
Original Title:
Αγενής συμπεριφορά πελατών και απόδοση των εργαζομένων: εμπειρική μελέτη στον κλάδο των υπηρεσιών
Translated title:
Customer incivility and employee performance: empirical study in the service sector
Summary:
The aim of this study was to investigate the phenomenon of customer incivility towards frontline employees in the service sector. Our study focused on both investigating employee perceptions and reactions to customer incivility, the factors that prompt customers to be uncivil to employees, and the effect of customer incivility on employee performance. For that purpose, personal interviews were conducted with 10 employees who worked in various service organizations operating in the Greek market and specifically in the region of Attica. From the research results three themes emerged that could initially lead to customer incivility: characteristics of the customer, characteristics of the organization/environment, and characteristics of the service employee. Furthermore, from the analysis was observed the manifestation of both emotional and behavioral reactions of the service employees when dealing with uncivil customers. It was generally found that customer incivility is negatively related to employee performance. The results also showed that the procedural and emotional management’s support has a positive effect on minimizing the negative effects of customer incivility on employees and improving employee performance. In this context, business managements should seek to implement long-term business strategies in order to better deal with customer incivility situations and implement strategies to mitigate the negative effects of incivility.
Main subject category:
Social, Political and Economic sciences
Keywords:
customer incivility, frontline employees, resource conservation theory, employee performance, managerial support
