Being Difficult: Customers’ Sensemaking of Their Deviant Behavior
Being Difficult: Customers’ Sensemaking of Their Deviant Behavior
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DOI：
10.1080/01639625.2014.901052
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发表时间：
2014-07
期刊：
影响因子：
1.6
通讯作者：
D. Yagil;G. Luria
中科院分区：
文献类型：
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作者：
D. Yagil;G. Luria
客户在与服务员工的互动中不断偏离社会规范。以往的研究大多是从服务人员的角度来探讨顾客的越轨行为，而忽略了顾客自身对越轨行为的看法。在访谈的基础上，我们提出了一个顾客在服务互动中对其越轨行为的个人和社会感知模型。客户认为他们的行为与服务提供商的脚本违规行为密不可分。越轨被视为一种正当的行为，即通过接管来取代没有动机或无能力的服务提供者。社会耸人听闻倾向于通过提供认可来证实这种行为，从而加强服务中的越轨行为规范。
Customers constantly deviate from social norms in their interactions with service employees. Previous research has explored customers’ deviance from the service employee’s viewpoint, overlooking the customers’ own perspective of their deviance. Based on interviews, we present a model of customers’ individual and social sensemaking of their deviant behavior in service interactions. Customers frame their behavior as inseparable from script violations by the service provider. Deviance is viewed as a justified act of taking charge to substitute an unmotivated or incapable service provider. Social sensemaking tends to validate such behavior by providing approval, thereby reinforcing norms of deviance in service.