Daily Customer Mistreatment and Employee Sabotage Against Customers: Examining Emotion and Resource Perspectives

Academy of Management Journal, 2011

25 Pages Posted: 16 Jul 2015 Last revised: 18 Jul 2015

See all articles by Mo Wang

Mo Wang

University of Florida - Department of Management

Hui Liao

University of Maryland

Yujie Zhan

University of Maryland

Junqi Shi

Sun Yat-sen University (SYSU) - Lingnan (University) College

Date Written: April 1, 2011

Abstract

Taking emotion and resource perspectives, we examined the daily relationship between customers' mistreatment of employees and employee sabotage of customers, as well as employees' individual- and unit-level emotion-based and resource-based moderators for this relationship. Multilevel analyses of daily survey data from 131 call center employees showed that daily customer mistreatment significantly predicted customer-directed sabotage. In addition, supporting the emotion perspective, employees' negative affectivity exacerbated the effect of customer mistreatment on customer-directed sabotage, whereas employees' self-efficacy for emotional regulation weakened such effect. Further, supporting the resource perspective, job tenure and service rule commitment both weakened the effect of customer mistreatment.

Suggested Citation

Wang, Mo and Liao, Hui and Zhan, Yujie and Shi, Junqi, Daily Customer Mistreatment and Employee Sabotage Against Customers: Examining Emotion and Resource Perspectives (April 1, 2011). Academy of Management Journal, 2011, Available at SSRN: https://ssrn.com/abstract=2631190

Mo Wang (Contact Author)

University of Florida - Department of Management ( email )

United States

Hui Liao

University of Maryland ( email )

College Park
College Park, MD 20742
United States

Yujie Zhan

University of Maryland ( email )

College Park
College Park, MD 20742
United States

Junqi Shi

Sun Yat-sen University (SYSU) - Lingnan (University) College ( email )

135 Xingang Xi Road
Guangzhou, Guangdong 510275
China

Do you have a job opening that you would like to promote on SSRN?

Paper statistics

Downloads
82
Abstract Views
697
Rank
475,953
PlumX Metrics