The purpose of this study was to confirm the direct effect of dysfunctional customers as perceived by service employees on depersonalization, as well as the mediation effect of depersonalization on dysfunctional customer behavior and service sabotage, and the moderated effect of a caring climate...

Purpose: Dysfunctional customer behavior is believed to engender employee stress and, in turn, fuel employee turnover. However, little research has examined the moderating role of individual-level and contextual-level resource variables. The purpose of this paper is to fill these gaps by...

Purpose: This study aims to investigate the moderating role of cultural value orientations on the relationship between brand ownership and customer brand engagement behavior through brand responsibility and self-enhancement. Design/methodology/approach: Respondents came from firm-managed online...