Lagged influences of customer mistreatment on employee mood: moderating roles of maladaptive emotion regulation strategies

Yujie Zhan, Mo Wang, Junqi Shi

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

15 Citations (Scopus)

Abstract

Drawing on affect-based mechanisms, this chapter describes two forms of customer mistreatment, aggressive and demanding mistreatment. Tests are conducted of their lagged effects in predicting within-person fluctuation of employees' negative mood, as well as the moderating roles of employees' emotion regulation after work (i.e., rumination and social sharing). 1,185 daily surveys were collected from 149 Chinese customer service representatives from a call center for eight weekdays. Results supported the main effects of both forms of customer mistreatment and partly supported the moderating roles of rumination in strengthening the impacts of customer mistreatment. Implications and limitations are discussed.

Original languageEnglish
Title of host publicationIndividual Sources, Dynamics, and Expressions of Emotion
EditorsWilfred J. Zerbe, Neal M. Ashkanasy, Charmine E. Härtel
Place of PublicationBingley UK
PublisherEmerald Group Publishing Limited
Chapter11
Pages203-224
Number of pages22
Edition1st
ISBN (Print)9781781908884
DOIs
Publication statusPublished - 11 Nov 2013
Externally publishedYes

Publication series

NameResearch on Emotion in Organizations
Volume9
ISSN (Print)1746-9791

Keywords

  • Customer mistreatment
  • Emotion regulation
  • Negative mood

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