New Developments in Customer Mistreatment Research

Abstract

The papers included in this symposium link to the Opening Governance theme because they each address the relationship between companies and their customers. Typically, companies view themselves as managing their employees, but as customer service work expands, the need for organizations to protect their employees is increasing. In this session, we present four 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 consist of field data collected from the service workforce using various research designs (e.g. event level, cross-sectional, and longitudinal) from multiple data sources including employees, co-workers, supervisors and customers. Moreover, these studies were undertaken in different countries (e.g., China, South Korea, the Philippines)–adding the opportunity for discussion about cross-national differences in customer mistreatment of employees. The Role of Self-Control in the Relationship Between Customer Mistreatment & Negative Word of Mouth Presenter: Patrick Raymund M. Garcia; U. of Vermont Presenter: Simon Lloyd D. Restubog; The Australian National U. Presenter: Vinh Lu; Australian National U. Presenter: Alessandra Capezio; Australian National U. Customer Mistreatment: A Review of Conceptualizations and A Multilevel Theoretical Model Presenter: Jaclyn Marie Koopmann; U. of Florida Presenter: Yihao Liu; U. of Florida Presenter: Yifan Song; U. of Florida Presenter: Shenjiang Mo; Lingnan U. / Sun Yat-sen U. Effects of Psychological Detachment and Supervisor Justice on Daily Reports of Customer Mistreatment Presenter: Young Ho Song; McGill U. Presenter: Ruodan Shao; U. of Manitoba Presenter: Jungkyu Park; McGill U. Customer Mistreatment and Employee Surface Acting: Breaking Negative Exchange through Detachment Presenter: Yujie Zhan; Wilfrid Laurier U. Presenter: Junqi Shi; Sun Yat-sen U. Presenter: Xiaoxiao Hu; Old Dominion U.