Drawing on the justice- and resource-based perspectives, we designed two complementary studies to predict the detrimental effects of customer mistreatment on service failure and sabotage and to prescribe solutions (i.e., service recovery behaviors) to mitigate these effects. In Study 1, we employed a room reservation simulation to demonstrate the causal effects of customer mistreatment on hotel interns’ immediate and subsequent service failures/sabotage. In Study 2, the experience sampling method was used to collect 232 employee-customer paired encounter data from 70 hotel/restaurant frontline employees. The results of the two studies indicate that customer mistreatment produces positive immediate and lagged effects on customer-rated service failure and service sabotage. Importantly, the positive immediate and lagged effects of customer mistreatment on customer-rated service failure and service sabotage are mitigated when frontline employees employ a courteous and prompt problem-handling strategy.

中文翻译：

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减轻客户虐待对服务失败和破坏的直接和滞后影响：服务恢复行为的关键作用

借鉴基于正义和基于资源的观点，我们设计了两项补充研究来预测客户虐待对服务失败和破坏的有害影响，并制定解决方案（即服务恢复行为）来减轻这些影响。在研究 1 中，我们采用了房间预订模拟来证明客户虐待对酒店实习生立即和随后的服务失败/破坏的因果影响。在研究2中，采用体验抽样方法收集了70名酒店/餐厅一线员工的232个员工-顾客配对遭遇数据。这两项研究的结果表明，客户虐待会对客户评价的服务失败和服务破坏产生积极的直接和滞后影响。重要的是，当一线员工采用礼貌且迅速的问题处理策略时，客户虐待对客户评价的服务失败和服务破坏的积极的直接和滞后影响就会减轻。