Attributions of blame for customer mistreatment: Implications for employees' service performance and customers' negative word of mouth
Sign Up to like & getrecommendations! Published in 2019 at "Journal of Vocational Behavior"
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
How customer mistreatment influences hotel employees’ perceptions of their organization and even their careers: a moderated mediation model
Sign Up to like & getrecommendations! Published in 2025 at "Asia Pacific Journal of Marketing and Logistics"
DOI: 10.1108/apjml-01-2025-0085
Abstract: Customer mistreatment is an inevitable and significant work-related stressor for the service workers. Drawing on rumination theory and the effort-recovery model, the study aims to explore how customer mistreatment affects frontline hotel employees’ organizational and… read more here.
Keywords: hotel employees; customer; customer mistreatment; model ... See more keywords
Sleepless nights at work: examining the mediating role of insomnia in customer mistreatment
Sign Up to like & getrecommendations! Published in 2024 at "Baltic Journal of Management"
DOI: 10.1108/bjm-11-2023-0426
Abstract: PurposeGrounded in the conservation of resources theory, this study proposes the mechanisms and conditions under which customer mistreatment affects employee proactive behavior. This study focuses on insomnia as a mediating mechanism and resilience as a… read more here.
Keywords: proactive behavior; insomnia; mistreatment; customer mistreatment ... See more keywords
“I want to help but customers mistreat me”: the dual moderating role of prosocial motivation on the impact of customer mistreatment
Sign Up to like & getrecommendations! Published in 2024 at "International Journal of Contemporary Hospitality Management"
DOI: 10.1108/ijchm-04-2024-0480
Abstract: Purpose Based on the stressor-detachment theory, this study aims to investigate the effect of daily customer mistreatment on proactive service performance and ego depletion, mediated by psychological detachment inhibition during the evening. Additionally, this study… read more here.
Keywords: detachment; prosocial motivation; customer mistreatment;
The antecedents of customer mistreatment: a meta-analytic review
Sign Up to like & getrecommendations! Published in 2022 at "International Journal of Contemporary Hospitality Management"
DOI: 10.1108/ijchm-11-2021-1337
Abstract: Purpose Frontline service employees are often subjected to customer mistreatment and considerable studies have tested outcomes of customer mistreatment. However, the importance of its antecedents is particularly underestimated. This meta-analytic paper aims to develop an… read more here.
Keywords: meta analytic; customer mistreatment; customer; antecedents customer ... See more keywords
Frontline employee age and customer mistreatment: a meta-analysis
Sign Up to like & getrecommendations! Published in 2020 at "Journal of Services Marketing"
DOI: 10.1108/jsm-06-2019-0246
Abstract: Purpose The purpose of this paper is to provide a comprehensive meta-analytic examination of the relationship between employee age and customer mistreatment. Drawing on socioemotional selectivity theory and taking the cross-cultural and cross-sectoral differences into… read more here.
Keywords: age; customer mistreatment; employee age; customer ... See more keywords
Who will pay for customers' fault? Workplace cheating behavior, interpersonal conflict and traditionality
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DOI: 10.1108/pr-05-2020-0309
Abstract: PurposeDespite workplace cheating behavior is common and costly, little research has explored its antecedents from customers' perspective. The current study aims to investigate the indirect mechanisms between customer mistreatment and cheating behavior, and exam the… read more here.
Keywords: cheating behavior; workplace cheating; traditionality; customer mistreatment ... See more keywords
Thwarted psychological needs: the negative impact of customer mistreatment on service employees and the moderating role of empowerment HRM practices
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DOI: 10.1108/pr-06-2020-0489
Abstract: PurposeDrawing on self-determination theory (SDT), this study aims to understand the adverse effects of customer mistreatment on employee performance and well-being by thwarting the satisfaction of employees' basic psychological needs. It also examines how these… read more here.
Keywords: customer; hrm practices; satisfaction; customer mistreatment ... See more keywords
I Have Had Enough: When and How Customer Mistreatment Leads to Coworker Undermining
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DOI: 10.3389/fpsyg.2022.629901
Abstract: Service workers are more prone to experience customer mistreatment because of their frequent interactions with them. Hence, it compels them to the level where their performance is compromised. Employees who face customer mistreatment feel ill-treated… read more here.
Keywords: mistreatment coworker; customer mistreatment; customer; coworker undermining ... See more keywords
Unraveling the impact of customer mistreatment on highway toll collectors’ turnover intentions: the roles of stress symptoms, affective commitment, and neuroticism
Sign Up to like & getrecommendations! Published in 2024 at "Frontiers in Psychology"
DOI: 10.3389/fpsyg.2024.1333958
Abstract: In the service industry, highway toll collectors serve as a distinctive frontline workforce who frequently encounter mistreatment from customers. Unfortunately, these behaviors have not received the attention and resolution they deserve, resulting in significant physical… read more here.
Keywords: toll; highway toll; customer mistreatment; stress symptoms ... See more keywords