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Links Between Violent Shoppers and Employees’ Deviant Behavior

By Prof. Jean-Charles Chebat
Location Bloomfield 527
Advisor(s):
Academic Program: Please choose
 
Wednesday 22 March 2017, 11:30 - 12:30

Customers are increasingly violent toward frontline employees. Service  corporations developed three commonsensical strategies to deal with consumers, that is, "customer is king", "service with a smile", and "corporation as a family". Our empirical data (some 500 service employees) show that such strategies bring about paradoxical consequences on the employees' behaviors toward the service corporation, especially in  terms of reduced commitment to the employer and deviant behavior. Employees show an increased level of anger toward the corporation, emotional exhaustion. Managerial conclusions are drawn from the findings.

Customers are increasingly violent toward frontline employees. Service

corporations developed three commonsensical strategies to deal with consumers, that is,

"customer is king", "service with a smile", and "corporation as a family". Our empirical

data (some 500 service employees) show that such strategies bring about paradoxical

consequences on the employees' behaviors toward the service corporation, especially in

terms of reduced commitment to the employer and deviant behavior. Employees show an

increased level of anger toward the corporation, emotional exhaustion. Managerial

conclusions are drawn from the findings.