Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm

Abstract

The present studies examined observer responses to failed recoveries following a service failure in a restaurant setting. Study 1 demonstrated that, relative to a neutral response, a negative server response increased desire for revenge and negative firm attitudes, which reduce tipping and return intentions, but revealed no benefits of a positive server response. Study 2 highlighted the full buffering effect of management apology on firm-related outcomes (attitudes, return intentions) which did not extend to employee-related outcomes (desire for revenge, tipping). Study 2 also supported a structural model in which negative server responses generate perceived deontic injustice, which predicts desire for revenge and firm attitudes, which in turn predict tipping and return intentions. By including outcomes more directly reflecting "revenge seeking" (tipping), and testing the most comprehensive structural model to date, the present work contributes to a fuller understanding of how customers respond to observed service failures.

Should I leave this industry? The role of stress and negative emotions in response to an industry negative work event

“…Negative emotions, in turn, motivate individuals to assess the situation (e.g., its implications for their well-being) and respond in a way to address it (Lazarus & Folkman, 1984) often resulting in job strains (Spector & Goh, 2001), which are negative reactions to a work stressor and can manifest as psychological (e.g., negative work attitudes) or behavioral (e.g., counter-productive behaviors) (Pindek et al, 2019). Particularly for industries impacted by work events, this process can lead employees to develop negative attitudes and behaviors toward their industry, such as industry turnover intentions, defined as an employee's willingness to leave an industry (Tongchaiprasit, & Ariyabuddhiphongs, 2016) and industry negative word-of-mouth, defined as the communication of personal experiences with an industry (Karabas, Joireman, & Kim, 2019). In other words, as a way to deal with the stress and negative emotions, employees might direct their emotions and behaviors toward leaving or staying in their industry.…”

The role of blocked gratitude in non-voluntary tipping

“…Because most services are high in quality (Azar, 2009), it is critical to understand factors that may negatively affect the customer experience in such settings. To punish (Karabas et al , 2019; Voorhees et al , 2006) or to reward (Lynn, 2009, 2016) are both possible tipping motivations, and non-voluntary tipping encumbers both. As noted, the present results showed that, under high-quality service, non-voluntary tipping undermines the ability to reward one’s server, which interferes with positive emotions, translating into reduced return intentions.…”

“…“any service-related mishaps or problems (real and/or perceived) that occur during consumer’s experience with a firm” (Maxham, 2001, p. 11)]. Service failures (and failed recoveries) lead to perceived injustice (Goodwin and Ross, 1992), perceived negative motives (Joireman et al , 2013), desire for revenge (Karabas et al , 2019), anger (McColl-Kennedy et al , 2009; McColl-Kennedy et al , 2011), dissatisfaction (Maxham and Netemeyer, 2002; McCollough et al , 2000), negative word of mouth (Blodgett et al , 1997), switching (Bechwati and Morrin, 2003) and sabotage (Kähr et al , 2016). Research indicates such retaliatory behaviors aim to get even with the employees and the firm (Bechwati and Morrin, 2003).…”

“…One retaliatory behavior, central to the current work, is reducing one’s tip (Karabas et al , 2019; Voorhees et al , 2006). Research shows that service quality evaluations are a determinant of tipping (Lynn et al , 1993; Lynn and McCall, 2000), indicating that customers change the amount of tip they give as a function of the service quality they receive.…”

“…To understand why high-quality service failed to buffer the negative effect of non-voluntary tipping systems, it is necessary to recognize that tipping serves a wide range of motives. While lower tips can be used to express displeasure and punish a server (Karabas et al , 2019; Voorhees et al , 2006), many of the motives underlying tipping are positive (e.g. helping the server and/or expressing gratitude toward the server; Lynn, 2016).…”