The DOI matches its Crossref record; 14 of the 14 references it cites were found in a registry or an index.
Daily Customer Mistreatment and Employee Sabotage Against Customers:Examining Emotion and Resource Perspectives
Abstract
Taking emotion and resource perspectives, we examined the daily relationship between customers' mistreatment of employees and employee sabotage of customers, as well as employees' individual- and unit-level emotion-based and resource-based moderators for this relationship. Multilevel analyses of daily survey data from 131 call center employees showed that daily customer mistreatment significantly predicted customer-directed sabotage. In addition, supporting the emotion perspective, employees' negative affectivity exacerbated the effect of customer mistreatment on customer-directed sabotage, whereas employees' self-efficacy for emotional regulation weakened such effect. Further, supporting the resource perspective, job tenure and service rule commitment both weakened the effect of customer mistreatment.
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Cited by
Getting to the “COR”: Understanding the Role of Resources in Conservation of Resources Theory
Halbesleben, J. R. B., Neveu, J.-P., Paustian-Underdahl, S. C., & Westman, M. (2014) · Journal of Management · doi:10.1177/0149206314527130 · Cited by 3,356
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
Shoss, M. K., Eisenberger, R., Restubog, S. L. D., & Zagenczyk, T. J. (2013) · Journal of Applied Psychology · doi:10.1037/a0030687 · Cited by 368
Johnson, R. E., Lanaj, K., & Barnes, C. M. (2014) · Journal of Applied Psychology · doi:10.1037/a0035647 · Cited by 277
Walker, D. D., van Jaarsveld, D. D., & Skarlicki, D. P. (2014) · Journal of Applied Psychology · doi:10.1037/a0034350 · Cited by 251
Metadata
- Authors
- Wang, M., Liao, H., Zhan, Y., & Shi, J.
- Venue
- Academy of Management Journal
- Publisher
- Academy of Management
- Published
- 2011-04
- Volume
- 54
- Issue
- 2
- Pages
- 312-334
- ISSN
- 0001-4273 (ISSN-L)
- 1948-0989
- OpenAlex
- W2039808163
- Cited by
- 549
- References
- 14
- FWCI
- 31.76
- Type
- journal article
- Language
- en
- Open access
- closed
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- Wang, M., Liao, H., Zhan, Y., & Shi, J. (2011). Daily Customer Mistreatment and Employee Sabotage Against Customers:Examining Emotion and Resource Perspectives. Academy of Management Journal. https://doi.org/10.5465/amj.2011.60263093
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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.
