New Developments in Customer Mistreatment Research

Abstract

In this session, we present three papers that together advance our understanding of the consequences of customer mistreatment of employees, and potential ways to mitigate the negative effects on employees of these difficult interactions. These studies all consist of field data collected from the service workforce using multiple designs (e.g. event level, cross- sectional, and tetradic collected at three points in time) from multiple sources of data including employees, supervisors and customers. Moreover, these studies are undertaken in different countries – China, the Phillipines, Canada, and South Korea adding the opportunity for discussion about cross-national difference in customer mistreatment of employees. The Role of Self-Esteem Threat in the Experience of Customer Mistreatment Presenter: Rajiv Amarnani; Australian National U. Presenter: Simon Lloyd D. Restubog; The Australian National U. Presenter: Prashant Bordia; The Australian National U. Customer Mistreatment and Employee Attributions: An Event Level Analysis Presenter: Yujie Zhan; Wilfrid Laurier U. Presenter: Xiaoxiao Hu; Old Dominion U. Presenter: Xiang Yao; Peking U. Presenter: Manuela Priesemuth; Wilfrid Laurier U. The Compensatory Effect of Supervisor Fairness in Predicting Employee Sabotage Toward the Customer Presenter: Daniel Skarlicki; U. of British Columbia Presenter: Danielle van Jaarsveld; U. of British Columbia Presenter: Ruodan Shao; City U. of Hong Kong Presenter: Young Ho Song; McGill U.