Customer mistreatment: a review of conceptualizations and a multilevel theoretical model

Jaclyn Koopmann, Mo Wang, Yihao Liu, Yifan Song

Research output: Chapter in Book/Report/Conference proceedingChapter (Book)Researchpeer-review

90 Citations (Scopus)


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.
Original languageEnglish
Title of host publicationMistreatment in Organizations
EditorsPamela L. Perrewé, Jonathon R. B. Haldesleben, Christopher C. Rosen
Place of PublicationBingley UK
PublisherEmerald Group Publishing Limited
Number of pages47
ISBN (Electronic)9781785601163
ISBN (Print)9781785601170
Publication statusPublished - 2015
Externally publishedYes

Publication series

NameResearch in Occupational Stress and Well Being
ISSN (Print)1479-3555


  • Customer mistreatment
  • Customer interactional injustice
  • Customer incivility
  • Customer agression
  • Affective work event
  • Multilevel model

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