Investigating employees’ emotional and cognitive reactions to customer mistreatment: an experimental study

ABSTRACT

With increasing market competitiveness, companies strive to deliver high-quality services. Negative reactions from employees to customer mistreatment erodes the quality of the service provided. This study investigated whether negative emotions and cognitive impairment are mechanisms through which customer mistreatment is related to generalized customer-directed incivility. 157 Italian (Study 1) and 259 Irish (Study 2) research participants completed questionnaires which included an experimental task that manipulated customer misbehaviour levels through scenarios to create three conditions (control, incivility, verbal aggression). Emotional reactions, cognitive impairment and generalized customer-directed incivility intentions as a result of the scenarios were investigated. In both studies, participants in the mistreatment conditions reported more negative emotions, greater cognitive impairment and higher generalized customer-directed incivility intentions than those in the control condition. In Italy (Study 1) negative emotions mediated the relationship between exposure to a customer mistreatment event and generalized customer-directed incivility intentions, but not in Ireland (Study 2), demonstrating the importance of considering contextual conditions in understanding such mediating mechanisms. This study extends research by showing how a single encounter with a misbehaving customer can contribute to the development of incivility intentions towards customers as entities. The implications of these findings for theory and practice are discussed.     

Production of Inflected Novel Words in Older Adults With and Without Dementia

While cognitive changes in aging and neurodegenerative disease have been widely studied, language changes in these populations are less well understood. Inflecting novel words in a language with complex inflectional paradigms provides a good opportunity to observe how language processes change in normal and abnormal aging. Studies of language acquisition suggest that children inflect novel words based on their phonological similarity to real words they already know. It is unclear whether speakers continue to use the same strategy when encountering novel words throughout the lifespan or whether adult speakers apply symbolic rules. We administered a simple speech elicitation task involving Finnish-conforming pseudo-words and real Finnish words to healthy older adults, individuals with mild cognitive impairment, and individuals with Alzheimer's disease (AD) to investigate inflectional choices in these groups and how linguistic variables and disease severity predict inflection patterns. Phonological resemblance of novel words to both a regular and an irregular inflectional type, as well as bigram frequency of the novel words, significantly influenced participants' inflectional choices for novel words among the healthy elderly group and people with AD. The results support theories of inflection by phonological analogy (single-route models) and contradict theories advocating for formal symbolic rules (dual-route models).