Predicting Customer Service Employees’ Job Satisfaction and Turnover Intentions: The Roles of Customer Interactional Injustice and Interdependent Self-Construal

Abstract

Research has primarily examined supervisors and coworkers as sources of unfair interpersonal treatment (i.e., interactional injustice) in the workplace. Unfair treatment, however, can also originate with customers. Using a cross-sectional, correlational research design (N = 172), we examined the associations among customer injustice, employee job satisfaction, and turnover intentions. Drawing on relational theories of fairness, we also examined whether employees who more strongly define themselves through their interpersonal relationships (i.e., those with stronger interdependent self-construals) would exhibit stronger injustice-attitudes associations. Results showed that, overall, greater injustice was associated with lower job satisfaction but not greater turnover intentions. Moreover, as expected, the strength of employees’ interdependent self-construals moderated the injustice-attitudes relations: Relationship-oriented employees showed significant associations between injustice and both job satisfaction and turnover intentions, whereas those with weaker relationship orientations did not. Implications and future research directions are discussed.