Abstract
Drawing on the transactional theory of stress, the current study conceptualized customer mistreatment as a stressor, and examined how job routinization and proactive personality help employees to cope with the effects of customer mistreatment on emotional exhaustion and work engagement. The interaction of job routinization and proactive personality was explored by applying self-determination theory to the transactional theory of stress. Multilevel analyses of a daily survey of 128 doctors and nurses revealed that job routinization and proactive personality attenuated the effects of customer mistreatment on emotional exhaustion and work engagement. The analyses also showed that, with more proactive personality and high job routinization, the effects of customer mistreatment were minimized.
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