Dance with problem customers: an examination of the moderating effect of emotional intelligence

Authors: Hsiu-Hua Hu

Journal: Chia Da Management Review. Jun. 2013, 33(1): 1-36.

Keywords: Conservation of resources theory; Emotional intelligence; Emotional labor tax; Positive service behaviors; Problem customer perceptions

Abstract:
Adopting a perspective of conservation of resources, the aim of this study is to examine the association among frontline employees' problem customer perceptions, emotional intelligence, emotional labor tax, and positive service behaviors. This study uses data collected from a field survey of 232 employee-supervisor matched dyads from 80 mid-size restaurants in Taiwan to test a framework of influences of problem customer perceptions. The results indicate that problem customer perceptions are positively related to frontline employees' emotional labor tax but negatively related to their positive service behaviors. Furthermore, emotional labor tax partially mediates the relationship between problem customer perceptions and positive service behaviors. Results also reveal that high emotional intelligence buffers the positive influence of problem customer perceptions on emotional labor tax but negative influence on positive service behaviors. Finally, the implications, limitations and suggestion for future research are discussed.