Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender.
This paper aims to examine how gender interacts with various recovery actions on perceived employee effort, complaint handling satisfaction, and behavioral intention in the case of deviant customer behavior in an East-Asian context. Study 1, a qualitative study, reveals that consumers expect compani...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Elsevier
2013
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| Online Access: | http://psasir.upm.edu.my/id/eprint/30510/ http://psasir.upm.edu.my/id/eprint/30510/1/Effectiveness%20of%20recovery%20actions%20on%20deviant%20customer%20behavior.pdf |
| _version_ | 1848846697587802112 |
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| author | Boo, Huey Chern Matilla, Anna S. Tan, Ching Yeng |
| author_facet | Boo, Huey Chern Matilla, Anna S. Tan, Ching Yeng |
| author_sort | Boo, Huey Chern |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | This paper aims to examine how gender interacts with various recovery actions on perceived employee effort, complaint handling satisfaction, and behavioral intention in the case of deviant customer behavior in an East-Asian context. Study 1, a qualitative study, reveals that consumers expect companies to take appropriate remedial actions when a service consumption experience is affected by deviant customer behaviors (e.g., smoking in non designated area). Study 2 employed a 2 (gender) × 6(recovery actions) between subject design in a restaurant setting. Results show that confronting the deviant customer received the highest customer ratings in terms of perceived employee effort, complaint handling satisfaction, and behavioral intention. However, gender moderated the relative effectiveness of recovery actions. Relocating the focal customer was equally good as compensation for women while men were less appreciative of relocation than compensation. In sum, service providers are advised to initiate some form of recovery action in response to deviant customer behaviors. |
| first_indexed | 2025-11-15T09:06:50Z |
| format | Article |
| id | upm-30510 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T09:06:50Z |
| publishDate | 2013 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-305102015-08-24T06:57:56Z http://psasir.upm.edu.my/id/eprint/30510/ Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender. Boo, Huey Chern Matilla, Anna S. Tan, Ching Yeng This paper aims to examine how gender interacts with various recovery actions on perceived employee effort, complaint handling satisfaction, and behavioral intention in the case of deviant customer behavior in an East-Asian context. Study 1, a qualitative study, reveals that consumers expect companies to take appropriate remedial actions when a service consumption experience is affected by deviant customer behaviors (e.g., smoking in non designated area). Study 2 employed a 2 (gender) × 6(recovery actions) between subject design in a restaurant setting. Results show that confronting the deviant customer received the highest customer ratings in terms of perceived employee effort, complaint handling satisfaction, and behavioral intention. However, gender moderated the relative effectiveness of recovery actions. Relocating the focal customer was equally good as compensation for women while men were less appreciative of relocation than compensation. In sum, service providers are advised to initiate some form of recovery action in response to deviant customer behaviors. Elsevier 2013 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/30510/1/Effectiveness%20of%20recovery%20actions%20on%20deviant%20customer%20behavior.pdf Boo, Huey Chern and Matilla, Anna S. and Tan, Ching Yeng (2013) Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender. International Journal of Hospitality Management, 35. pp. 180-192. ISSN 0278-4319; ESSN: 1873-4693 10.1016/j.ijhm.2013.06.005 |
| spellingShingle | Boo, Huey Chern Matilla, Anna S. Tan, Ching Yeng Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender. |
| title | Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender. |
| title_full | Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender. |
| title_fullStr | Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender. |
| title_full_unstemmed | Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender. |
| title_short | Effectiveness of recovery actions on deviant customer behavior — the moderating role of gender. |
| title_sort | effectiveness of recovery actions on deviant customer behavior — the moderating role of gender. |
| url | http://psasir.upm.edu.my/id/eprint/30510/ http://psasir.upm.edu.my/id/eprint/30510/ http://psasir.upm.edu.my/id/eprint/30510/1/Effectiveness%20of%20recovery%20actions%20on%20deviant%20customer%20behavior.pdf |