Abstract
This study aims to investigate employee reactions toward customer mistreatment. Mainly based on the self-concept perspective, we propose that when an employee's organization-based self-esteem is threatened by the negative experiences of customer mistreatment, he or she is more likely to engage in destructive and disengaged work behaviors. This relationship is especially stronger for individuals who have poorer relationships with their supervisors. We tested this theoretical model with a sample of 308 nurses nested within 64 work teams. The data were collected over three time points and the hypotheses were tested with multilevel regression analysis. Our findings suggest that organization-based self-esteem mediates the relationships between customer mistreatment and interpersonal deviance, job neglect, service-oriented organizational citizenship behavior, and job performance. Further, supporting our hypotheses, these relationships were stronger for employees with weaker leader-member exchange. Theoretical contribution, practical implications, and directions for future research are discussed.
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