TY - JOUR
T1 - How should I respond to a complaining customer? A model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
AU - Loo, P.T.
AU - Khoo, C.
AU - Boo, H.C.
N1 - Cited By :4
Export Date: 27 March 2022
CODEN: IJHMD
Correspondence Address: Loo, P.T.; I-Shou University, No. 1, Section, 1, Xuecheng Road, Dashu District, Taiwan; email: [email protected]
Funding details: Taylor’s University
Funding text 1: This study was supported by Taylor’s University, Malaysia under the PhD fellowship scheme.
Funding text 2: This study was supported by Taylor's University, Malaysia under the PhD fellowship scheme.
PY - 2021
Y1 - 2021
N2 - Many studies on coping have been conducted in diverse industries but within the hospitality industry, studies on how employees cope with customer complaints have only just begun, despite the task being one of the most significant stressors amongst service employees. The aim of this paper was to explore the cognitive appraisals, emotional elicitations, emotional coping behavior and complaint handling behavior of service employees. In-depth interviews were conducted with a total of 26 frontline restaurant employees. The results show that service employees engaged in different cognitive appraisals and emotional reactions in response to different customer complaints. Subsequently, they engaged in different emotional coping behaviors including both positive and negative of avoidance and approach. Theoretically, a model was developed to depict a holistic picture of Cognitive-Emotive-Behavioral in a complaint-handling context. The findings might assist industry practitioners to devise better complaint handling and coping strategies to enhance both customer and employee satisfaction. © 2021
AB - Many studies on coping have been conducted in diverse industries but within the hospitality industry, studies on how employees cope with customer complaints have only just begun, despite the task being one of the most significant stressors amongst service employees. The aim of this paper was to explore the cognitive appraisals, emotional elicitations, emotional coping behavior and complaint handling behavior of service employees. In-depth interviews were conducted with a total of 26 frontline restaurant employees. The results show that service employees engaged in different cognitive appraisals and emotional reactions in response to different customer complaints. Subsequently, they engaged in different emotional coping behaviors including both positive and negative of avoidance and approach. Theoretically, a model was developed to depict a holistic picture of Cognitive-Emotive-Behavioral in a complaint-handling context. The findings might assist industry practitioners to devise better complaint handling and coping strategies to enhance both customer and employee satisfaction. © 2021
KW - Cognitive appraisals
KW - Emotional coping behaviors
KW - Emotional elicitations
KW - Service employees
KW - Table service restaurants
U2 - 10.1016/j.ijhm.2021.102882
DO - 10.1016/j.ijhm.2021.102882
M3 - Article
SN - 0278-4319
VL - 95
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
ER -
