The Impact of Disruptive Customers Behaviors on Frontline Employees Reaction Tourism Organizations, Moderating the Behavioral Approach of Managers and Partners

Document Type : Original Article


1 MSc. Department of Public Administration and Tourism, Faculty of Social Sciences, Mohaghegh Ardabili University, Ardabil, Iran

2 Associate Professor. Department of Business Administration. Faculty of Economic and Mangement. Urmia University, Urmia, Iran

3 Assistant Professor, Department of Public Administration and Tourism, Faculty of Social Sciences, Mohaghegh Ardabili University, Ardabil, Iran

4 PhD Student of Business Management, Faculty of Social Sciences, University of Mohaghegh Ardabili, Ardabil, Iran


The purpose of this study was to investigate the effect of customers 'destructive behaviors on employees' reactions such as leaving the service, job satisfaction of frontline employees with regard to the moderating role of behavioral approach of managers and colleagues in tourism agencies in Tehran. The leading study used a survey-correlation method to collect data. Statistical population of all travel agencies in Tehran that are somehow involved with tourists and customers. For this purpose, 400 questionnaires were distributed and 384 questionnaires were collected. In this research, the standard questionnaire has been used in absentia and the data have been analyzed through SPSS and lisrel software. Destructive behaviors of customers have an effect on job feelings (emotional disharmony and emotional burnout) of employees and also job feelings of employees have a direct effect on intention to leave the job and job satisfaction. Based on the results, it can be said that the destructive behaviors of customers increase job leaving and decrease employee job satisfaction. Managers' behavioral approach, the use of emotional intelligence and customer orientation seek to neutralize these negative emotions in employees and customers. It is also necessary to increase cooperation in the behavioral approach of colleagues and reduce unhealthy competition. Destructive behaviors of customers can affect the negative emotions of employees and by considering the moderating effect of emotional intelligence, customer orientation, cooperation, competition cause behavioral reactions such as leaving the job and job satisfaction.


Main Subjects

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