PUTTING CUSTOMER SERVICE AT RISK: WHY AND WHEN FAMILY OSTRACISM RELATES TO CUSTOMER-ORIENTED BEHAVIORS
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Date
2022
Authors
Rahaman, H M Saidur
Kwan, Ho Kwong
Babalola, Mayowa T.
Chen, Haixiao
Journal Title
Journal ISSN
Volume Title
Publisher
International Journal of Hospitality Management
Abstract
This study examines why and when family ostracism can have an adverse effect on employees’ customer service
behaviors. Drawing on self-determination theory (SDT), we theorize the existence of moderated multi-mediation
relationships between family ostracism and employees’ customer service behaviors (i.e., customer-oriented
organizational citizenship behaviors and customer-oriented voice behaviors) through harmonious passion for
work and customer orientation, with social skills playing a moderating role. We used a time-lagged design to
collect data from service employees in China. Our results show that controlling for workplace ostracism at Time
1, the relationship between family ostracism and employees’ customer service behaviors is negative and serially
mediated by both harmonious passion for work and customer orientation. Furthermore, employees who are less
socially skilled are more prone to the adverse effects of family ostracism. Last, female employees are more
vulnerable to the effects of family ostracism on their customer service.
Description
Keywords
Type of access: Open Access, Family ostracism, Harmonious passion for work, Customer orientation, Customer-focused organizational citizenship behavior, Customer-focused voice, Social skills
Citation
Rahaman, H. M. S., Kwan, H. K., Babalola, M. T., & Chen, H. (2023). Putting customer service at risk: Why and when family ostracism relates to customer-oriented behaviors. International Journal of Hospitality Management, 109, 103390. https://doi.org/10.1016/j.ijhm.2022.103390