Negative behaviours of employees and customers in tourism service delivery - the case of the catering industry
DOI:
https://doi.org/10.24917/20801653.353.19Keywords:
catering industry, customers, employees, negative behaviours, tourism servicesAbstract
There are numerous and intense interactions between employees and customers in tourism service delivery. The quality of these interactions is of vital importance for service providers to create service experience and to achieve competitive advantage on the market. The purpose of the paper is to examine the intensity of the negative behaviours of employees and customers in tourism enterprises, as well as the nature and strength of the relationship between these behaviours. To achieve the goal, a survey was conducted among 108 people with professional experience in one of tourism industries - the catering industry. Research has shown that there is a positive moderate correlation between employee and customer antisocial behaviours directed at service interaction partners. The identified relationships emphasise the importance of actions to be taken by tourism entrepreneurs to neutralise the negative effects of undesirable customer behaviours on employee behaviours and job performance.
Downloads
Metrics
References
Bednarska, M., Olszewski, M. (2016). Uwarunkowania postaw wobec pracy w gospodarce turystycznej w kontekście kreowania kapitału klienta. Ekonomiczne Problemy Turystyki, 2, 387–398.
Bitner, M.J., Booms, B.H., Tetreault, M.S. (1990). The service encounter. Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71–84.
Bougie, R., Pieters, R., Zeelenberg, M. (2003). Angry customers don’t come back, they get back. The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31(4), 377–393.
Boukis, A., Christos, K., Daunt, K.L., Papastathopoulos, A. (2020). Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management, 77, Article 103997.
Calantone, R.J., Mazanec, J.A. (1991). Marketing management and tourism. Annals of Tourism Research, 18(1), 101–119.
Chen, M.C., Chen, S.H., Lee, H.T. (2013). Interrelationships between physical environment quality, personal interaction quality, satisfaction and behavioural intentions in relation to customer loyalty. The case of Kinmen’s bed and breakfast industry. Asia Pacific Journal of Tourism Research, 18(3), 262–287.
Chi, N.-W., Tsai, W.-C., Tseng, S.-M. (2013). Customer negative events and employee service sabotage. The roles of employee hostility, personality and group affective tone. Work & Stress, 27(3), 298–319.
Diefendorff, J.M., Richard, E.M., Yang, J. (2008). Linking emotion regulation strategies to affective events and negative emotions at work. Journal of Vocational Behavior, 73(3), 498–508.
Dormann, C., Zapf, D. (2004). Customer-related social stressors and burnout. Journal of Occupational and Health Psychology, 9(1), 61–82.
Eurostat. (2021, 2 lipca). Employment and unemployment (Labour Force Survey). Pozyskano z https://ec.europa.eu/eurostat/web/lfs/data/database.
Gazzoli, G., Hancer, M., Kim, B.C. (2013). Explaining why employee-customer orientation influences customers’ perceptions of the service encounter. Journal of Service Management, 24(4), 382–400.
Greenberg, J. (1987). A taxonomy of organizational justice theories. Academy of Management Review, 12(1), 9–22.
Greenberg, J. (1993). The social side of fairness. Interpersonal and informational classes of organizational justice. W: R. Cropanzano (red.), Justice in the workplace. Approaching fairness in human resource management. Hillsdale: Lawrence Erlbaum Associates, 79–103.
Grobelna, A. (2015). Zachowania klientów a wyczerpanie emocjonalne pracowników branży hotelarskiej. Konsekwencje dla procesu obsługi. Prace Naukowe Uniwersytetu Ekonomicznego we Wrocławiu, 379, 383–395.
Groth, M., Grandey, A. (2012). From bad to worse. Negative exchange spirals in employee−customer service interactions. Organizational Psychology Review, 2(3), 208–233.
Harris, L.C., Ogbonna, E. (2006). Service sabotage. A study of antecedents and consequences. Journal of the Academy of Marketing Science, 34(4), 543–558.
Harrison-Walker, L.J. (2019). The effect of consumer emotions on outcome behaviors following service failure. Journal of Services Marketing, 33(3), 285–302.
Hobfoll, S.E. (1989). Conservation of resources. A new attempt at conceptualizing stress. American Psychologist, 44(3), 513–524.
Hobfoll, S.E., Dunahoo, C.L., Ben-Porath, Y., Monnier, J. (1994). Gender and coping. The dual-axis model of coping. American Journal of Community Psychology, 22(1), 49–82.
Homburg, C., Wieseke, J., Bornemann, T. (2009). Implementing the marketing concept at the employee–customer interface. The role of customer need knowledge. Journal of Marketing, 73(4), 64–81.
Hunter, E.M., Penney, L.M. (2014). The waiter spit in my soup! Antecedents of customer-directed counterproductive work behavior. Human Performance, 27(3), 262–281.
Mustelier-Puig, L.C., Anjum, A., Ming, X. (2018). Interaction quality and satisfaction. An empirical study of international tourists when buying Shanghai tourist attraction services. Cogent Business & Management, 5(1), Article 1470890.
Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Podsakoff, P.M., MacKenzie, S.B., Lee, J.-Y., Podsakoff, N.P. (2003). Common method biases in behavioral research. A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903.
Shao, R., Skarlicki, D.P. (2014). Service employees’ reactions to mistreatment by customers. A comparison between North America and East Asia. Personnel Psychology, 67(1), 23–59.
Skarlicki, D.P., van Jaarsveld, D.D., Walker, D.D. (2008). Getting even for customer mistreatment. The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. Journal of Applied Psychology, 93(6), 1335–1347.
Stowarzyszenie na Rzecz Badania, Rozwoju i Promocji Turystyki. (2017). Rachunek satelitarny turystyki dla Polski za rok 2013 i oszacowania za rok 2015. Warszawa: Stowarzyszenie na Rzecz Badania, Rozwoju i Promocji Turystyki.
Torres, E.N., van Niekerk, M., Orlowski, M. (2017). Customer and employee incivility and its causal effects in the hospitality industry. Journal of Hospitality and Tourism Management, 26(1), 48–66.
Wang, X., Wang, H. (2017). How to survive mistreatment by customers. Employees’ work withdrawal and their coping resources. International Journal of Conflict Management, 28(4), 464–482.
Yee, R.W.Y., Yeung, A.C.L., Cheng, T.C.E. (2011). The service-profit chain. An empirical analysis in high-contact service industries. International Journal of Production Economics, 130(2), 236–245.
Yemchuk T., Arpul O. (2020). Competitive positions in restaurant business in present-day conditions based on the example of Chernivtsi (Ukraine). Prace Komisji Geografii Przemysłu Polskiego Towarzystwa Geograficznego, 34(1), 92–107. doi: https://doi.org/10.24917/20801653.341.7.
Yoon, M.H., Suh, J. (2003). Organizational citizenship behaviors and service quality as external effectiveness of contact employees. Journal of Business Research, 56(8), 597–611.
Zeelenberg, M., Pieters, R. (2004). Beyond valence in customer dissatisfaction. A review and new findings on behavioral responses to regret and disappointment in failed services. Journal of Business Research, 57(4), 445–455.
Zeithaml, V.A., Berry, L.L., Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science, 21(1), 1–12.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.
Articles are published under the terms of the Creative Commons License (CC BY-ND 4.0; Attribution– NoDerivs).
