Witnessing verbal aggression: role of customers' self-conscious emotions

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dc.contributor.authorOkan, Mehmet
dc.contributor.authorElmadağ, Ayşe Banu
dc.date.accessioned2020-03-05T09:01:19Z
dc.date.available2020-03-05T09:01:19Z
dc.date.issued2020
dc.departmentAÇÜ, Hopa İktisadi ve İdari Bilimler Fakültesien_US
dc.description.abstractPurpose This paper aims to examine the widespread effects of service actors' verbal aggression on witness customers' intentions toward the service organizations through their self-conscious emotions. The moderating roles of the witness customers' empathic tendencies and the source of aggression are also examined. Design/methodology/approach In two scenario-based experiments and by adopting a multifoci approach, severity of mistreatment (aggression vs incivility vs no-mistreatment) and source of mistreatment (employee-to-employee and customer-to-customer) were manipulated to test distinctive effects of witnessing aggression on self-conscious emotions and intentions. Findings This study shows that witnessing aggression during service experiences negatively influences customers' intentions towards the service organization through self-conscious emotions. Moreover, empathic tendencies of customers make these effects more pronounced. It is also shown that witnessing employee-to-employee aggression has a stronger effect on self-conscious emotions and intentions than customer-to-customer aggression. Originality/value This paper is one of the first attempts to investigate the distinctive effects of witnessing aggression during service experiences and the roles of self-conscious emotions and emphatic tendencies.
dc.identifier.citationOkan, M., & Elmadağ, A. B. (2020). Witnessing verbal aggression: role of customers’ self-conscious emotions. Journal of Services Marketing. 34(2), 253-268, DOI: 10.1108/JSM-01-2019-0037en_US
dc.identifier.doi10.1108/JSM-01-2019-0037
dc.identifier.endpage268
dc.identifier.issue2
dc.identifier.scopusqualityQ2
dc.identifier.startpage253
dc.identifier.urihttps://hdl.handle.net/11494/1997
dc.identifier.volume34
dc.identifier.wosqualityQ2
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.institutionauthorOkan, Mehmet
dc.language.isoenen_US
dc.publisherEmerald Group Publishing Ltden_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.subjectEmpathyen_US
dc.subjectIncivilityen_US
dc.subjectFrontline service employeesen_US
dc.subjectAggressionen_US
dc.subjectWitnessingen_US
dc.subjectSelf-conscious emotionsen_US
dc.subjectOther customersen_US
dc.subjectAppraisal theoryen_US
dc.subjectDeonance theoryen_US
dc.titleWitnessing verbal aggression: role of customers' self-conscious emotionsen_US
dc.typeArticle

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