Jay Customer Behavior Research Articles

Jay-Customer Behavior's Influence on Job Stress and Customer Orientation: Perceived Organizational Support's Moderating Effect

Jay-Customer Behavior's Influence on Job Stress and Customer Orientation: Perceived Organizational Support's Moderating Effect

Dysfunctional tourism behaviors in national parks: An exploration of causes, typologies, and consequences in the case of Saharan tourism

This study explores a seldom explored area of inappropriate tourist behavior in African national parks in the Sahara through a case study to support the management and promotion of tourism activities. Using the critical incident technique, 09 frontline employees of the Tassili N'ajjer National Park in Algeria were interviewed to identify tourist behavior that deviates from generally accepted social norms. Based on the survey results, a theoretical framework consisting of seven causes, nine categories of inappropriate behaviors, and three consequence dimensions was constructed. This theoretical framework provides elements for critical discussion of the sustainability of tourism in national parks, as well as a basis for further research. The results also enrich the literature on the subject and provide a basis for the study of North-South tourism dynamics. Theoretical and managerial implications are also discussed. Managerial implicationsThis research study significantly enhances the strategies employed in the management of national parks and protected areas in several ways. Identifying incentives for Jaycustomer behaviorPoor enforcement of regulations, lack of supervision, low prices, lack of knowledge, ambiguity of experience, egocentricity (common tragedy), anonymity and ethnocentrism are the underlying motivations for inappropriate tourist behavior. Expanded Understanding of Jaycustomer BehaviorIn addition to the categories of jaycustomer behavior identified in previous studies, this research unveils tourist behaviors that have been rarely documented in the literature. These include disengagement, dishonesty, pollution, noise, and waste. Influential Situational FactorsThe study finds that the perceived legitimacy of regulations and the level of supervision are the most influential situational factors affecting jaycustomer behavior. The necessary actions include the need for solid regulation, enforced through vigilant control measures and sanctions, and the improvement of guide performance through staff education and training. Impact of Poor Assimilation and Lack of InformationThe research highlights that poor assimilation of park regulations and a lack of information about them exacerbate cognitive biases in judgment formation, shedding light on the importance of effective communication and education strategies.

Relationship between Jay Customer Behavior Hair Beauty Workers’ Emotional Labor, Emotional Exhaustion, and Service Sabotage

The purpose of this study was to analyze the relationship between jay customer behavior and hair beauty worker’s emotional labor, emotional exhaustion, and service sabotage. Data were collected adopting a face-to-face/non face-to-face survey method for 206 hair beauty experts in K Metropolitan City, and the collected data were subjected to descriptive, confirmatory factor analysis (CFA), reliability, correlation, and structural equation model analysis was conducted to verify the five hypothesis of this study. The conclusions drawn through a series of research procedures are as follows. First, hypothesis 1 were accepted as joy customer behavior had a statistically significant positive(+) effect on the emotional labor of hair beauty workers. Second, hypothesis 2 were accepted as joy customer behavior had a significant positive(+) effect on the emotional exhaustion of hair beauty workers. Third customer joy customer behavior had a significant positive(+) effect on service sabotage of hair beauty workers, so hypothesis 3 was adopted. Fourth, the emotional labor of hair beauty workers had a statistically significant but positive(+) effect on service sabotage, so Hypothesis 4 was adopted. Fifth, the emotional exhaustion of haird beauty workers did not show a significant effect on service sabotage, so Hypothesis 5 was rejected. The results of this study are expected to localize a healthy beauty culture between workers and customers in the hair beauty industry and contribute to the establishment of a culture of mutual respect.

고객불량행동이 스트레스와 친사회적 서비스행동에 미치는 영향: 승무원 경력을 조절효과로

This study aims to present the significance of effective human resource management in the aviation industry by analyzing the moderating effect of job experience and whether job stress of cabin crew caused by jay customers affects pro-social service behavior. The empirical study conducted a self-reported survey of cabin crews from November 2020 to January 2021. With a total of 322 samples, Frequency analysis, correlation analysis, and reliability analysis were performed using SPSS 23 and SMART PLS statistical program. The results indicated that all factors of four sub-dimensions of jay customer behavior had a negative effect on job stress. However, jay customer behavior did not significantly affect pro-social service behavior. In addition, job stress negatively affected pro-social service behavior and had a full mediation role in the relationship between jay customer behavior and pro-social service behavior. The moderating effect of job experience was found to have more stress on the crew group with long-term work experience than the group with short-term work experience, regardless of the severity of jay customer behavior.

Typological Analysis on Jaycustomer Behavior Perceived by Hotel Employees: Focusing on Q-Methodological Approach

Purpose - This research examined the types of subjective perceptions that hotel employees have regarding jaycustomer behavior by using Q-methodology. Design/Methodology/Approach - 27 Q-statements were extracted from in-depth interviews with staffs working in five-star hotels as well as prior research. In addition, 30 hotel employees were selected as the P-sample and they carried out Q-sorting. The classified data were then analyzed using the Ken-Q analysis program. Findings - The results showed that the types of perceptions were divided into three types: ‘physical injury and facility damage’, ‘physical injury and verbal violence’ and ‘physical injury and attempts of physical contact’. It was found that the statement of ‘to injure the employee’s body or face’ was most agreeable in all three types as the same. This study applied Q-methodology that a new method of data analysis to explore human perspectives. Research Implications - The findings will be used as basic data for effective human resource management and business strategy establishment.

고객불량행동에 의한 종업원 직무스트레스와 이탈의도 간 권한위임의 조절효과

고객불량행동에 의한 종업원 직무스트레스와 이탈의도 간 권한위임의 조절효과

고객불량행동이 종업원 직무열정과 직무성과에 미치는 영향과 권한위임의 조절효과

고객불량행동이 종업원 직무열정과 직무성과에 미치는 영향과 권한위임의 조절효과

고객불량행동이 안경사의 직무열의와 직장 내 일탈행동에 미치는 영향: 수도권 및 경상북도를 중심으로

고객불량행동이 안경사의 직무열의와 직장 내 일탈행동에 미치는 영향: 수도권 및 경상북도를 중심으로

고객불량행동이 접점종업원을 화나게 하는가? 권한위임의 조절효과

고객불량행동이 접점종업원을 화나게 하는가? 권한위임의 조절효과

고객불량행동이 직무몰입에 미치는 영향과 권한위임의 조절효과

이 연구목표는 고객불량행동이 종사원의 직무몰입에 미치는 영향과 권한위임의 조절효과를 실증적 접근으로 확인하고, 시사점을 모색하는 것이었다. 분석결과는 다음과 같이 요악할 수 있다. 첫째, 고객불량행동이 종업원의 직무몰입에 직접적 부의영향을 미치고 있음이 확인되었다. 서비스접점 종사원이 고객불량행동으로부터 받게 되는 부정적 감정반응이 직무몰입을 방해하여 업무 생산성과 효율성을 떨어뜨리는 것을 의미한다. 고객불량행동의 발생빈도와 심각성의 경중에 상관없이 그 자체만으로도 종사원 사기를 꺽어 불쾌감, 자존감, 자괴감, 상실감, 우울감 등의 부정적 감정반응으로 발현하여, 직무몰입도와 애착도를 낮추고, 업무생산성을 저하시킬 수 있는 원인이 될 수 있음을 시사한다. 때문에 이분야 경영자와 관리자는 고객불량행동을 차단하고, 종사원을 보호하여, 직무몰입도를 높여 생산성을 제고할 수 있는 방안 마련의 필요성이 요구된다. 둘째, 고객불량행동과 종사원 직무몰입 사이에서 권한위임의 조절효과가 유의하게 작용하며, 완전매게하는 것으로 확인되었다. 고객불량행동이 종사원 직무몰입도를 감소시킴에도 불구하고, 권한위임의 조절효과를 통해서 직무몰입도 저감을 차단하는 효과로 작용할 수 있음을 시사한다. 때문에 이분야 경영자와 관리자는 고객불량행동을 예방하여, 종사원 직무몰입도를 향상시키는 제도와 전략마련의 필요성을 시사한다. 끝으로 이 연구의 실무적 시사점과 연구의 한계를 논하였다.

고객불량행동이 종사원의 직무스트레스와 직무불만족 및 이탈의도에 미치는 영향

이 연구의도는 고객불량행동이 종사원의 직무스트레스와 직무불만족 및 이탈의도에 미치는 영향을 실증적 접근 확인하고, 관련 발견점을 탐색하는 것으로, L호텔 그룹의 대면접점부서 종사원 250명의 유효표본을 중심으로 구조화된 설문지를 이용 SPSS 26을 이용 실증분석 결과에 따른 발견점을 다음과 같이 정리할 수 있다. 첫째, 고객불량행동이 대면 · 비대면접촉(예: 콜센터)을 통해 종사원의 직무스트레스에 직접적 영향을 미칠 수 있음이 확인되었다. 둘째, 고객불량행동이 대면 · 비대면접촉(예: 콜센터)을 통해 종사원의 이직의도에 직접적으로 유의한 영향을 미칠 수 있다는 가설은 지지되었다. 셋째, 고객불량행동이 대면 · 비대면접촉(예: 콜센터)을 통해 종사원의 직무불만족에 직접적으로 유의한 영향을 미칠 수 있다는 가설은 지지되지 않았다. 넷째, 고객불량행동에 의한 직무스트레스가 직무불만족에 직접적으로 유의한 영향을 미칠 수 있다는 가설은 지지되었다. 다섯째, 고객불량행동에 의한 직무스트레스가 종사원의 이직의도에 직접적으로 유의한 영향을 미칠 수 있다는 가설은 지지 되었다. 여섯째, 고객불량행동에 의한 직무불만족이 종사원의 이직의도에 직접적으로 유의한 영향을 미칠 수 있다는 가설은 지지되었다. 끝으로 이 연구의 실무적 시사점과 연구의 한계를 논하였다.

항공사종사원의 고객불량행동 지각이 감정소진과 조직시민행동에 미치는 영향 연구 : 사회적 자원의 조절효과를 중심으로

The purpose of this study is to verify the effect of Jaycustomer behavior perceived by employees on burnout and organizational citizenship behaviors of airline ground staff. The moderating effects of social support on organizational citizenship behavior were also examined. Based on extensive literature review, the three factors of Jaycustomer behavior were selected: ‘language and physical violence’, ‘rude attitude and behavior’, and ‘sexual harassment’. The survey was conducted online and offline from July 11, 2017 to August 31, 2017, and a total of 287 copies were used for the statistical analysis.BR As findings, all jaycustomer behavior factors had a positive effect on airline employee

Buffering negative impacts of jaycustomer behavior on service employees

PurposeService employees often encounter jaycustomer behavior in their daily interactions with customers. This paper aims to investigate the influences of day-to-day jaycustomer behavior on service employees’ performance and behavior, as well as the managerial practice to buffer its negative impacts in the retail industry.Design/methodology/approachDiary survey data was collected from 73 service employees in 10 consecutive working days. Multi-level modeling analyses were used to analyze the data.FindingsDaily jaycustomer behavior triggered daily anger and daily anxiety, which, in turn, led to daily sabotage and shrunken daily service delivery, respectively. Procedural justice weakened the jaycustomer behavior – anger relationship but did not buffer the relationship between jaycustomer behavior and anxiety. The indirect effect of jaycustomer behavior on sabotage via anger was stronger when employees perceived low rather than high procedural justice.Research limitations/implicationsFuture research can explore other types of contextual factors to alleviate the negative impacts of jaycustomer behavior.Practical implicationsConsidering the importance of procedural justice in reducing negative consequences of jaycustomer behavior, retail organizations should develop fair decision-making procedures.Originality/valueThis study has several contributions. First, this study advances understanding on detrimental impacts of jaycustomer behavior by distinguishing employees’ acute emotional responses and explaining the differential behavioral outcomes on service quality. Second, the authors apply a daily research paradigm to better capture the daily-happening nature of jaycustomer behavior. Third, the authors add to the insufficient knowledge of buffering the negative effects of jaycustomer behavior on service employees by investigating procedural justice as a moderator.

저비용항공사 승무원이 지각하는 고객 불량행동이 감정소진에 미치는 영향: 사회적지원의 조절효과

저비용항공사 승무원이 지각하는 고객 불량행동이 감정소진에 미치는 영향: 사회적지원의 조절효과

Exploring jaycustomer behavior and handling approach in casinos

PurposeThis paper aims to uncover various types of jaycustomer behaviors, causes of the behaviors and employees’ handling approaches in casinos, which is an underresearched sector in the literature.Design/methodology/approachUsing critical incident technique (CIT), the researchers prompted 52 casino employees in Macao to recall critical incidents about jaycustomer behavior that they had encountered. The informants, then, described the circumstances that led up to the situation, the responses of customers and how they and their colleagues handled the situation. Content analysis was used to develop the categories.FindingsThe findings of this study report 9 categories of jaycustomer behaviors, 9 causes of the behaviors and 12 handling approaches. Different from previous findings, breaking a promise and instigation are identified for the first time. Such causes as a losing experience and superstition are specific to the casino industry. Strict handling approaches are rarely adopted to handle jaycustomers, especially the premium customers.Practical implicationsCasino operators are recommended to ensure that employees are well-trained and provide clear guidelines on handling jaycustomers. Conniving approaches should be re-evaluated. Seeking support from other personnel has to be tactical. Moreover, customers should be educated to reduce their misunderstanding of gaming and transaction procedures.Originality/valueThere has been increasing scholarly focus on jaycustomer behaviors. However, very less is known regarding such behaviors, their causes and employees’ handling approaches in casino, a sector which is different from other hospitality sectors. The current study unveiled jaycustomer behaviors which have not been found in previous studies and causes which are specific to the casino sector.

A study on the effect of jaycustomer behavior on job stress and emotional exhaustion of airline ground staff

A study on the effect of jaycustomer behavior on job stress and emotional exhaustion of airline ground staff

The Impact of Perceived Jaycustomer's Behavior on Customer Contact Service Employees' Emotions and Prosocial Service Behavior Intentions - Moderating Effects of Self-Monitoring and Locus of Control

The Impact of Perceived Jaycustomer's Behavior on Customer Contact Service Employees' Emotions and Prosocial Service Behavior Intentions - Moderating Effects of Self-Monitoring and Locus of Control

Staff Perceptions of Jaycustomers in Hong Kong Bars and Nightclubs

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.

Jaycustomer behavior: an exploration of types and motives in the hospitality industry

Christopher Lovelock originated the term “jaycustomer” behavior to refer to customers who deliberately act in a thoughtless or abusive manner, causing problems for the firm, employees, or other customers. An overview of existing literature reveals the focal concentration of empirical research regarding the listing or categorization of jaycustomer behaviors has been on individual forms. While the need for a development of a typology of general or all‐embracing jaycustomer behaviors has been recognized, and forwarded by a small number of researchers, such efforts have been anecdotal or conceptual in nature, or have emerged as part of wider research. The aim of this study is to advance understanding of the different forms of jaycustomer behaviors through providing empirical insights that explore and describe the activities and motivations of such “deviant” or “dysfunctional” customer behaviors through garnering empirical insights from both customer‐contact employees and customers themselves. After a review of existing literatures and a discussion of the research design and approach adopted, the findings from over 100 in‐depth interviews, utilizing critical incident technique, are presented and the implications of the study discussed.