Abstract
The critical incident technique was adopted to collect 174 critical events which were divided into 3 categories and 9 types about the complaint behaviors among the front-line service employees witnessed by the consumers. In addition, this paper discusses the influence mechanism of employees’ complaint behavior on consumers and enriches the theory research of employees' complaints and brand internalization.
Highlights
Open Access reason of work or interpersonal relationship, and complain about these grievances in the workplace or in private
Complaints between front-line service employees According to the involved stakeholders (Mcwilliams and Siegel 2002) [10], the types of complaints among employees can be divided into three aspects: a) Complaints triggered by the corporate employee responsibility
For the consumer to describe the process of the event in detail, we refer to Hoffman’s (1995) research to require that critical incidents meet the following four criteria: First, the front-line employees complained about the behavior occurred in the workplace
Summary
Complaints between front-line service employees According to the involved stakeholders (Mcwilliams and Siegel 2002) [10], the types of complaints among employees can be divided into three aspects: a) Complaints triggered by the corporate employee responsibility. We conclude that the following two mechanisms may cause the complaints among front-line service employees to affect consumers: emotional infection, service encounter evaluation model. In the service encounter, employee complaining behavior as a negative emotional expression can cause emotional infection between employees and consumers. If the consumer witnesses the complaining behavior of the employee, it may cause negative emotions. Consumers witness to front-line service employees complaining, will spontaneously form the attribution of complaints, and influence the evaluation of the enterprise. When consumers see or hear employee complaining, if consumers feel that the employee’s complaint is that the enterprise can control but have no control, it will lead to more negative evaluation of the enterprise. When consumers see or hear employee complaining, If consumers feel that their employees complain that their behavior is stable and likely to happen again, they will have more negative comments on the business than the consumers feel the employee complains is accidental
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