The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.
The customer is not always right: customer aggression and emotion regulation of service employees
Abstract
Research on work aggression or anger has typically focused on supervisors and co‐workers as the instigators of aggression; however, aggressive customers are also likely and may have unique consequences for the employee. We explore this phenomenon with a sample of 198 call center employees at two work sites. The employees reported that customer verbal aggression occurred 10 times a day, on average, though this varied by race and negative affectivity. Using LISREL, our data indicated that both the frequency and stress appraisal of customer aggression positively related to emotional exhaustion, and this burnout dimension mediated the relationship of stress appraisal with absences. Stress appraisal also influenced employees' emotion regulation strategies with their most recent hostile caller. Employees who felt more threatened by customer aggression used surface acting or vented emotions, while those who were less threatened used deep acting. Job autonomy helped explain who found these events more stressful, and implications of these results are discussed. Copyright © 2004 John Wiley & Sons, Ltd.
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Cites
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“Deep acting refers to internal change: changing cognitions through perspective taking (reappraising the situation by taking another’s point of view) or positive refocus (focusing attention on positive things to regulate feelings) (Gross, 1998).”
BackgroundNegative affectivity: the disposition to experience aversive emotional states
Watson, D., & Clark, L. A. (1984) · Psychological Bulletin · doi:10.1037/0033-2909.96.3.465 · Cited by 4,636
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Cited by
Emotional intelligence: An integrative meta-analysis and cascading model
Joseph, D. L., & Newman, D. A. (2010) · Journal of Applied Psychology · doi:10.1037/a0017286 · Cited by 1,722
Hülsheger, U. R., Alberts, H. J. E. M., Feinholdt, A., & Lang, J. W. B. (2013) · Journal of Applied Psychology · doi:10.1037/a0031313 · Cited by 1,433
Born to burnout: A meta-analytic path model of personality, job burnout, and work outcomes
Swider, B. W., & Zimmerman, R. D. (2010) · Journal of Vocational Behavior · doi:10.1016/j.jvb.2010.01.003 · Cited by 929
A meta-analysis of burnout with job demands, resources, and attitudes
Alarcon, G. M. (2011) · Journal of Vocational Behavior · doi:10.1016/j.jvb.2011.03.007 · Cited by 845
Emotional Labor at a Crossroads: Where Do We Go from Here?
Grandey, A. A., & Gabriel, A. S. (2015) · Annual Review of Organizational Psychology and Organizational Behavior · doi:10.1146/annurev-orgpsych-032414-111400 · Cited by 664
Self-citation
Metadata
- Authors
- Grandey, A. A., Dickter, D. N., & Sin, H.
- Venue
- Journal of Organizational Behavior
- Publisher
- Wiley
- Published
- 2004-03-30
- Volume
- 25
- Issue
- 3
- Pages
- 397-418
- ISSN
- 0894-3796 (ISSN-L)
- 1099-1379
- OpenAlex
- W2041419490
- Cited by
- 936
- References
- 13
- FWCI
- 55.72
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
