Staff Perceptions of Jaycustomers in Hong Kong Bars and Nightclubs

Abstract

A customer plays an important role in the service delivery process, especially in the hospitality industry. A misbehaving customer, known as a jaycustomer, ruins the service encounter and has a negative influence on the service contact employee, service organization, and other customers. Disputes in bars and nightclubs are common; thus, this study takes this context as a sampling framework. Service contact personnel behavior is examined. The aims of the study are to identify the acceptance level of behaviors of jaycustomers, as well as the response in dealing with jaycustomers; to investigate personnel perceptions of the effectiveness of various methods in dealing with jaycustomers; and to suggest training strategies for service encounter enhancement. Results indicate that employees dislike any kind of jaycustomer behavior, and the majority would seek assistance in handling jaycustomers. Several effective methods in handling jaycustomers are discussed, such as creating an atmosphere that shapes positive attitudes of customers and learning when to stop serving alcoholic drinks to those who show signs of impending intoxication.