Vol. 12 No. 3 (2024): Business & Management Studies: An International Journal
Articles

Jaycustomer behaviours from the perspective of hotel employees

PDF
  • Ozan Esen,
Ozan Esen
Dr., Ministry of Education, Aydın, Turkey

Published 2024-09-25

Keywords

  • Gayri Ahlaki Müşteri Davranışları, Işlevsiz Müşteri Davranışı, Tüketici Yanlış Davranışı, Sapkın Müşteri Davranışı
  • Jaycustomers, Dysfunctional Customer Behaviour, Consumer Misbehaviour, Deviant Customer Behaviour

How to Cite

Jaycustomer behaviours from the perspective of hotel employees. (2024). Business & Management Studies: An International Journal, 12(3), 505-520. https://doi.org/10.15295/bmij.v12i3.2410

Copyright (c) 2024 Dr. Ozan Esen

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

How to Cite

Jaycustomer behaviours from the perspective of hotel employees. (2024). Business & Management Studies: An International Journal, 12(3), 505-520. https://doi.org/10.15295/bmij.v12i3.2410

Abstract

Hotels operating for customer satisfaction experience some failures in the service delivery process. It is stated that the failures experienced may be caused by customers violating generally accepted behaviours. Jaycustomer behaviours ranging from theft to sexual harassment have severe effects on businesses, employees and other customers. This study aims to reveal various jaycustomer behaviours encountered by hospitality business employees in contact with guests and the approaches employees use to address these behaviours. In this context, semi-structured interviews were held with 12 department employees interacting with customers in five-star hotels in Kuşadası. The fact that employees working in animation, housekeeping, front office and food and beverage services departments, who have close interaction with customers, are included in the sample reflects the originality of the research. The data obtained was analysed using descriptive analysis. In this context, it has been observed that all department employees encounter jaycustomer behaviours. They commonly exhibit behaviours such as transferring information to their superiors, explaining, apologising and moving away from the environment to solve these problems. As a result of the research, essential inferences were provided to the relevant literature and hotel managers.

PDF

References

  1. Atanga, B. A., Peng, Z. L., & Mattila, A. S. (2024). Customer misbehaviour: The impact of a symbolic recovery strategy and cultural tightness-looseness on observing customers. Journal of Hospitality and Tourism Management, 60, 63-71.
  2. Arslan, A., & Tanrisevdi, A. (2022). Turist rehberlerinin mesleki performansının turistlerin memnuniyetine etkisi. Yönetim ve Ekonomi Dergisi, 29(2), 237-257.
  3. Aslan, A., & Kozak, M. (2012). Customer deviance in resort hotels: The case of Turkey. Journal of Hospitality Marketing & Management, 21(6), 679-701.
  4. Aydin İl Kültür Turizm Müdürlüğü, (2023). https://aydin.ktb.gov.tr/ Retrieved December 15, 2023
  5. Bahar Isin, F., Altintas, H., & Cinar Altintas, F. (2010). Research on the attitudes of consumers and workers towards customer misbehaviours. Journal of Service Science, 2, 55-80.
  6. Berry, L. L., & Seiders, K. (2008). Serving unfair customers. Business Horizons, 51(1), 29-37.
  7. Bhati, A., & Pearce, P. (2016). Vandalism and tourism settings: An integrative review. Tourism Management, 57, 91-105.
  8. Boddy, C. R. (2016). Sample size for qualitative research. Qualitative Market Research: An International Journal, 19(4), 426-432.
  9. Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. Journal of marketing, 58(4), 95-106. https://doi.org/10.1177/002224299405800408
  10. Chebli, A., Moussa-Alloui, L. A., Kadri, B., & Falardeau, I. (2024). Dysfunctional tourism behaviours in national parks: An exploration of causes, typologies, and consequences in the case of Saharan tourism. Journal of Outdoor Recreation and Tourism, 45, 100713.
  11. Creswell, J. W. (2016). Nitel araştırma yöntemleri: Beş yaklaşıma göre nitel araştırma ve araştırma deseni. Siyasal kitabevi.
  12. Daunt, K. L., & Harris, L. C. (2012). Motives of dysfunctional customer behaviour: an empirical study. Journal of Services Marketing, 26(4), 293-308. https://doi.org/10.1108/08876041211237587
  13. Daunt, K. L., & Harris, L. C. (2014). Linking employee and customer misbehaviour: The moderating role of past misdemeanours. Journal of Marketing Management, 30(3-4), 221-244. https://doi.org/10.1080/0267257X.2013.812977
  14. Echeverri, P., Salomonson, N., & Åberg, A. (2012). Dealing with customer misbehaviour: Employees' tactics, practical judgement and implicit knowledge. Marketing Theory, 12(4), 427-449. https://doi.org/10.1177/1470593112457741
  15. Esen, O., & Atay, H. (2023). Otel İşletmelerinde Çalışanların İş Yaşam Kalitesini Etkileyen Boyutlar: Kuşadası Örneği. İşletme Araştırmaları Dergisi, 15(4), 2823-2845.
  16. Fisk, R., Grove, S., Harris, L. C., Keeffe, D. A., Daunt, K. L., Russell‐Bennett, R., & Wirtz, J. (2010). Customers behaving badly: a state of the art review, research agenda and implications for practitioners. Journal of Services Marketing, 24(6), 417-429. https://doi.org/10.1108/08876041011072537
  17. Fong, L. H. N., So, A. S. I., & Law, R. (2017). Exploring jaycustomer behaviour and handling approach in casinos. International Journal of Contemporary Hospitality Management, 29(5), 1403-1425. https://doi.org/10.1108/IJCHM-12-2015-0691
  18. Fullerton, R. A., & Punj, G. (2004). Repercussions of promoting an ideology of consumption: consumer misbehaviour. Journal of Business Research, 57(11), 1239-1249. https://doi.org/10.1016/S0148-2963(02)00455-1
  19. Garcia, P. R. J. M., Restubog, S. L. D., Lu, V. N., Amarnani, R. K., Wang, L., & Capezio, A. (2019). Attributions of blame for customer mistreatment: Implications for employees' service performance and customers' negative word of mouth. Journal of Vocational Behaviour, 110, 203-213. https://doi.org/10.1016/j.jvb.2018.12.001
  20. Grandey, A. A., Dickter, D. N., & Sin, H. P. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behaviour: The International Journal of Industrial, Occupational and Organizational Psychology and Behaviour, 25(3), 397-418. https://doi.org/10.1002/job.252
  21. Goh, E., & Kong, S. (2016). Theft in the hotel workplace: Exploring frontline employees' perceptions towards hotel employee theft. Tourism and Hospitality Research, 18(4), 442-455. https://doi.org/10.1177/1467358416683770
  22. Gupta, S., & Ramachandran, D. (2021). Emerging market retail: transitioning from a product-centric to a customer-centric approach. Journal of Retailing, 97(4), 597-620. https://doi.org/10.1016/j.jretai.2021.01.008
  23. Guler, O., Dalgıç, A., & Tor Kadıoğlu, C. (2017). Gayriahlaki müşteri davranışı ve başa çıkma taktikleri: Restoran ve otel çalışanları üzerine bir araştırma. In The First Internatıonal Congress On Future of Tourısm: Innovation, Entrepreneurship and Sustainability, Proceedıng Book.
  24. Harris, L. C., & Reynolds, K. L. (2003). The consequences of dysfunctional customer behaviour. Journal of service research, 6(2), 144-161. https://doi.org/10.1177/1094670503257044
  25. Harris, L. C., & Reynolds, K. L. (2004). Jaycustomer behaviour: an exploration of types and motives in the hospitality industry. Journal of Services Marketing, 18(5), 339-357. https://doi.org/10.1108/08876040410548276
  26. Huang, W. H. (2008). The impact of other‐customer failure on service satisfaction. International Journal of Service Industry Management, 19(4), 521-536. https://doi.org/10.1108/09564230810891941
  27. Huang, Z., & Miao, L. (2016). Illegitimate customer complaining behaviour in hospitality service encounters: A frontline employee perspective. Journal of Hospitality & Tourism Research, 40(6), 655-684. https://doi.org/10.1177/1096348013515916
  28. Kashif, M., Braganca, E., Awang, Z., & Cyril De Run, E. (2017). You abuse but I will stay: The combined effects of job stress, customer abuse, and emotional intelligence on employee turnover. Journal of Management Development, 36(7), 899-914. https://doi.org/10.1108/JMD-06-2016-0095
  29. Knani, M. (2014). Ethics in the hospitality industry: Review and research agenda. International Journal of Business and Management, 9(3), 1. https://doi.org/10.5539/ijbm.v9n3p1
  30. Kozak, M. (2017). Bilimsel Arastirma: Tasarim, Yazim ve Yayim Teknikleri. Ankara: Detay Yayincilik. Search in.
  31. Lages, C. R., Perez-Vega, R., Kadić-Maglajlić, S., & Borghei-Razavi, N. (2023). A systematic review and bibliometric analysis of the dark side of customer behaviour: An integrative customer incivility framework. Journal of Business Research, 161, 113779. https://doi.org/10.1016/j.jbusres.2023.113779
  32. Lovelock, C. (2001). Services Marketing: People, Technology, Strategy, 4th ed., Prentice Hall, Upper Saddle River, NJ.
  33. Lu, H. T., Cheng, P. Y., & Wang, Y. C. (2017, July). The effect of Jaycustomer misbehaviour on the Mehrabian-Russell Model. In 2017 International Conference on Organizational Innovation (ICOI 2017) (pp. 346-353). Atlantis Press. https://doi.org/10.2991/icoi-17.2017.60
  34. Lugosi, P. (2019). Deviance, deviant behaviour and hospitality management: Sources, forms and drivers. Tourism Management, 74, 81-98. https://doi.org/10.1016/j.tourman.2019.02.014
  35. Lundberg, C. (2011). Critical service encounters in hotel restaurants: The personnel's perspective. Scandinavian Journal of Hospitality and Tourism, 11(1), 1-19. https://doi.org/10.1080/15022250.2011.525027
  36. Merriam, S. B. (2013). Nitel araştırma. Desen ve uygulama için bir rehber (S. Turan, Çev. Ed.). Ankara. Nobel.
  37. Mills, M. K., & Bonoma, T. V. (1979). Deviant consumer behaviour: new challenge for marketing research. In Educators Conference Proceedings American Marketing Association (pp. 445-9).
  38. Neumann, W. L. (2006). Toplumsal Araştırma Yöntemleri Nitel ve Nicel Yaklaşımlar 2. CİLT(S. Özge Çev. Ed). Ankara. Siyasal Kitabevi.
  39. Patton, M. Q. (2018). Nitel araştırma ve değerlendirme yöntemleri. (M. Bütün ve S. B. Demir, Çev. Ed.). Ankara: Pegem Akademi.
  40. Pratt, S. (2022). Tourists "stealing" stuff. Tourism Economics, 28(2), 495-514.
  41. Reynolds, K. L., & Harris, L. C. (2006). Deviant customer behaviour: An exploration of frontline employee tactics. Journal of marketing theory and practice, 14(2), 95-111. https://doi.org/10.2753/MTP1069-6679140201
  42. Reynolds, K. L., & Harris, L. C. (2009). Dysfunctional customer behaviour severity: An empirical examination. Journal of retailing, 85(3), 321-335. https://doi.org/10.1016/j.jretai.2009.05.005
  43. Ro, H., & Wong, J. (2012). Customer opportunistic complaints management: A critical incident approach. International Journal of Hospitality Management, 31(2), 419-427. https://doi.org/10.1016/j.ijhm.2011.06.017
  44. Robertson, N., Rotman, J., McQuilken, L., & Ringer, A. (2023). The customer is often wrong: Investigating the influence of customer failures and apologies on frontline service employee well‐being. Psychology & Marketing, 40(4), 825-844.
  45. Rummelhagen, K., & Benkenstein, M. (2017). Whose fault is it? An empirical study on the impact of responsibility attribution for customer misbehaviour. European Journal of Marketing, 51(11/12), 1856-1875. https://doi.org/10.1108/EJM-01-2016-0014
  46. Seger-Guttmann, T., Vilnai-Yavetz, I., Wang, C. Y., & Petruzzellis, L. (2018). Illegitimate returns as a trigger for customers' ethical dissonance. Journal of Retailing and Consumer Services, 45, 120-131. https://doi.org/10.1016/j.jretconser.2018.08.014
  47. Stevens, B. (2011). Hotel managers identify ethical problems: A survey of their concerns. Hospitality Review, 29(2), 2.
  48. Sufi, T., Ranga, B., & Ranga, I. (2023). Dealing with hotel customer stealing practices: a managerial perspective. Journal of Hospitality and Tourism Insights, 6(5), 2545-2564.
  49. Tan, A. J., Loi, R., Lam, L. W., & Chow, C. C. (2020). Buffering negative impacts of jaycustomer behaviour on service employees. Journal of Services Marketing, 34(5), 635-650. https://doi.org/10.1108/JSM-03-2019-0112
  50. Tsang, N. K., Lee, L. Y., & Chan, P. K. (2011). Staff Perceptions of Jaycustomers in Hong Kong Bars and Nightclubs: Journal of China Tourism Research, 7(3), 326-342. https://doi.org/10.1080/19388160.2011.599254
  51. Tsaur, S. H., Cheng, T. M., & Hong, C. Y. (2019). Exploring tour member misbehaviour in group package tours. Tourism Management, 71, 34-43. https://doi.org/10.1016/j.tourman.2018.09.018
  52. Wilson, M., Robson, K., & Pitt, L. (2022). Consumer subversion and its relationship to anti‐consumption, deviant and dysfunctional behaviours, and consumer revenge. Psychology & Marketing, 39(3), 598-611. https://doi.org/10.1002/mar.21583
  53. Yagil, D. (2008). When the customer is wrong: A review of research on aggression and sexual harassment in service encounters. Aggression and Violent Behaviour, 13(2), 141-152. https://doi.org/10.1016/j.avb.2008.03.002
  54. Yagil, D., & Luria, G. (2014). Being difficult: Customers' sensemaking of their deviant behaviour. Deviant Behaviour, 35(11), 921-937. https://doi.org/10.1080/01639625.2014.901052
  55. Yıldırım, A., & Simsek, H. (2016). Sosyal bilimlerde nitel araştırma yöntemleri (10. baski: 1999-2018).
  56. Yi, Y., & Gong, T. (2006). The antecedents and consequences of service customer citizenship and badness behaviour. Seoul Journal of Business, 12(2), 145-176.
  57. Zemke, R. & Anderson, K. (1990). "Customers From Hell", Training, pp 25-31
  58. Zhou, Y., Mistry, T. G., Kim, W. G., & Cobanoglu, C. (2021). Workplace mistreatment in the hospitality and tourism industry: a systematic literature review and future research suggestions. Journal of Hospitality and Tourism Management, 49, 309-320. https://doi.org/10.1016/j.jhtm.2021.09.024

Similar Articles

You may also start an advanced similarity search for this article.