DAILY CUSTOMER MISTREATMENT AND EMPLOYEE SABOTAGE AGAINST CUSTOMERS: EXAMINING EMOTION AND RESOURCE PERSPECTIVES

• 成果类型: Article
• 署名作者: Wang, Mo; Liao, Hut; Zhan, Yujie; Shi, Junqi
• 署名单位: University System of Maryland; University of Maryland College Park; Peking University
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/AMJ.2011.60263093
• 发表日期: 2011
• 页码: 312-334
• 关键词: COUNTERPRODUCTIVE WORK BEHAVIORS; EXCHANGE RELATIONSHIPS; SOCIAL-EXCHANGE; MODERATING ROLE; MEDIATING ROLE; self-efficacy; performance; personality; experience; JUSTICE

摘要

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.