Frontline employee age and customer mistreatment: a meta-analysis

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dc.authorid0000-0002-9303-5768en_US
dc.authorid0000-0002-3611-3977en_US
dc.contributor.authorOkan, Mehmet
dc.contributor.authorElmadağ, Ayşe Banu
dc.contributor.authorİdemen, Elif
dc.date.accessioned2020-07-06T06:31:59Z
dc.date.available2020-07-06T06:31:59Z
dc.date.issued2020
dc.departmentAÇÜ, İşletme Fakültesien_US
dc.description.abstractPurpose: The purpose of this paper is to provide a comprehensive meta-analytic examination of the relationship between employee age and customer mistreatment. Drawing on socioemotional selectivity theory and taking the cross-cultural and cross-sectoral differences into account and making the country-level and occupation-level comparisons possible for uncovering when age matters, the role of employee age on decreasing customer mistreatment is examined. Design/methodology/approach: The data comprises of 103 independent samples collected from 48,067 frontline employees. Random effects individual correction meta-analysis procedure is used to aggregate correlation coefficients and correct them for sampling, measurement and range restriction errors. Meta-regression is used for examining the impact of key moderators. Findings: Results consistently show that frontline employee exposure to customer mistreatment is decreased with age. Regarding national differences, negative associations are stronger in low power distance countries. Age has more potential to provide high-quality relations with customers in healthcare, banking, compared to call centers and hospitality sectors. Practical implications: Healthy customer relations with fewer customer mistreatments come with employee age. However, results warn service managers about cultural and industry-related boundary conditions such as power distance and service orientation expectations. Originality/value: This study is the first meta-analysis on the relationship between two contemporary challenges in organizational frontlines: the aging workforce and customer mistreatment. By conducting comprehensive data collection and analyses, this study concludes that older employees, especially in low power distance cultures, bring wisdom to service environments.
dc.identifier.citationOkan, M., Elmadag, A. B., & İdemen, E. (2020). Frontline employee age and customer mistreatment: a meta-analysis. Journal of Services Marketing. 35(1), 98-115, DOI: 10.1108/JSM-06-2019-0246.en_US
dc.identifier.doi10.1108/JSM-06-2019-0246
dc.identifier.endpage115
dc.identifier.issue1
dc.identifier.scopusqualityQ2
dc.identifier.startpage98
dc.identifier.urihttps://hdl.handle.net/11494/2138
dc.identifier.volume35
dc.identifier.wosqualityQ2
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.institutionauthorOkan, Mehmet
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Ltd.en_US
dc.relation.ispartofJournal of Services Marketing
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectCustomer mistreatmenten_US
dc.subjectCustomer serviceen_US
dc.subjectDysfunctional customersen_US
dc.subjectEmployee ageen_US
dc.subjectFrontline service employeesen_US
dc.subjectMeta-analysisen_US
dc.subjectPower distanceen_US
dc.subjectQuantitative researchen_US
dc.subjectSocioemotional selectivity theoryen_US
dc.titleFrontline employee age and customer mistreatment: a meta-analysisen_US
dc.typeArticle

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