When customers lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions

• 成果类型: Article; Proceedings Paper
• 署名作者: Rupp, Deborah E.; Spencer, Sharmin
• 署名单位: University of Illinois System; University of Illinois Urbana-Champaign; University of Illinois System; University of Illinois Urbana-Champaign
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/0021-9010.91.4.971
• 发表日期: 2006
• 页码: 971-978
• 关键词: AFFECTIVE EVENTS THEORY; EMOTIONAL LABOR; INTERACTIONAL JUSTICE

摘要

Using affective events theory to integrate multifoci justice and emotional labor (EL), this tab study examined the effects of customer interactional justice on. EL perceived by both the self and others. Participants played the role of customer-service representatives in a workplace simulation and were exposed to either interactionally fair or unfair customers. Results showed that unfairly treated participants engaged in higher levels of EL and found it more difficult to comply with display rules than did participants who were fairly treated. The above link was partially mediated by anger. Our findings suggest that customers are a viable source of justice, and customer behavior impacts the effort required of service workers to adhere to organizationally sanctioned emotional display rules.