@inbook{d5c5857078c94f559c5cd18e1512159b,
title = "Customer mistreatment: a review of conceptualizations and a multilevel theoretical model",
abstract = "In this chapter, we summarize and build on the current state of the customer mistreatment literature in an effort to further future research on this topic. First, we detail the four primary conceptualizations of customer mistreatment. Second, we present a multilevel model of customer mistreatment, which distinguishes between the unfolding processes at the individual employee level and the service encounter level. In particular, we consider the antecedents and outcomes unique to each level of analysis as well as mediators and moderators. Finally, we discuss important methodological concerns and recommendations for future research.",
keywords = "Customer mistreatment, Customer interactional injustice, Customer incivility, Customer agression, Affective work event, Multilevel model",
author = "Jaclyn Koopmann and Mo Wang and Yihao Liu and Yifan Song",
year = "2015",
doi = "10.1108/S1479-355520150000013002",
language = "English",
isbn = "9781785601170",
series = "Research in Occupational Stress and Well Being",
publisher = "Emerald Group Publishing Limited",
pages = "33--79",
editor = "Perrew{\'e}, {Pamela L.} and Haldesleben, {Jonathon R. B.} and Rosen, {Christopher C.}",
booktitle = "Mistreatment in Organizations",
address = "United Kingdom",
edition = "1st",
}