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- W4284697029 abstract "Purpose This study examines the mediating effects of burnout on the relationship between dysfunctional customer behavior and commitment to service quality. The study also investigates the moderated mediation effects of caring and instrumental climates. Design/methodology/approach Data were collected from 622 frontline employees and 81 managers. Data analysis uses multi-level structural equation modeling. Findings The findings show that employee burnout negatively mediates the relationship between dysfunctional customer behavior and commitment to service quality. Moreover, a caring climate weakens this indirect effect. Originality/value This study reveals that dysfunctional customer behavior decreases commitment to service quality through burnout and caring climate decrease weakens this indirect effect." @default.
- W4284697029 created "2022-07-08" @default.
- W4284697029 creator A5010568484 @default.
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- W4284697029 date "2022-07-08" @default.
- W4284697029 modified "2023-09-27" @default.
- W4284697029 title "Dysfunctional customer behavior and commitment to service quality" @default.
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- W4284697029 doi "https://doi.org/10.1108/mip-01-2022-0009" @default.
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