Daily customer mistreatment and employee sabotage against customers: examining emotion and resource perspectives

Mo Wang, Hui Liao, Yujie Zhan, Junqi Shi

Research output: Contribution to journalArticleResearchpeer-review

266 Citations (Scopus)

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.

Original languageEnglish
Pages (from-to)312-334
Number of pages23
JournalAcademy of Management Journal
Volume54
Issue number2
DOIs
Publication statusPublished - Apr 2011
Externally publishedYes

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