BIV Today Podcast
BIV Today Podcast

How customer behaviour affects turnover in the service industry (BIV Today No. 389)

December 6, 2019, 11:24am

On BIV Today…

A new study led by UBC’s Sauder School of Business is among the first to link a specific type of customer behaviour to voluntary turnover on the service industry.
Study co-author Daniel Skarlicki – Sauder’s Edgar F. Kaiser chair of organizational behaviour – discusses what the study found, and what it means for retail and restaurant management.

One finding with key implications for businesses is that fair treatment from supervisors actually reduces employees’ tendency to perceive negative emotions after customer unfairness.

The study is titled Unpacking the Relationship Between Customer (In)Justice and Employee Turnover Outcomes: Can Fair Supervisor Treatment Reduce Employees’ Emotional Turmoil?

Hayley Woodin hosts.