The effects of a psychological contract breach on customer-directed deviance
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DOI: 10.1016/j.jbusres.2021.09.040
Abstract: Abstract Based on conservation of resource theory, this study proposes that a psychological contract breach influences psychological contract violation and forgiveness, which in turn lead to customer-directed deviance. Moreover, this study investigates the moderating role… read more here.
Keywords: contract breach; customer directed; contract; psychological contract ... See more keywords
Attributions of blame for customer mistreatment: Implications for employees' service performance and customers' negative word of mouth
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DOI: 10.1016/j.jvb.2018.12.001
Abstract: Abstract Integrating conservation of resources and attribution theories, this study investigates the extent to which perceived customer mistreatment increases customers' negative word of mouth by reducing service workers' subsequent customer-directed in-role performance and customer-directed organizational… read more here.
Keywords: customer directed; customer; customer mistreatment; word mouth ... See more keywords
Go home and kick the dog
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DOI: 10.1108/jstp-03-2018-0052
Abstract: Purpose The purpose of this paper is to examine the spillover effects of coworker incivility on customer-directed counterproductive work behavior (CWB) and how emotional exhaustion mediates the relationship between them. The authors predicted that job… read more here.
Keywords: incivility; coworker incivility; experienced coworker; customer directed ... See more keywords
The Relationship Between Employees’ Daily Customer Injustice and Customer-Directed Sabotage: Cross-Level Moderation Effects of Emotional Stability and Attentiveness
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DOI: 10.3389/fpsyg.2022.819396
Abstract: Customer injustice has received considerable attention in the field of organizational behavior because it generates a variety of negative outcomes. Among possible negative consequences, customer-directed sabotage is the most common reaction, which impacts individuals’ well-being… read more here.
Keywords: customer directed; directed sabotage; customer; customer injustice ... See more keywords