Effects of Customer Entitlement on Service Workers' Physical and Psychological Well-Being: A Study of Waitstaff Employees

Journal of Occupational Health Psychology

Volumn 16, Issue 4, 2011, Pages 391-405

  Fisk, Glenda M ^a   Neville, Lukas B ^b  

^a QUEEN S UNIVERSITY   (Canada)

^b QUEEN S UNIVERSITY   (Canada)

Author keywords

Aggression; Emotion regulation; Entitlement; Service employees; Stress

Indexed keywords

ADULT; AGGRESSION; ARTICLE; BURNOUT; DEHUMANIZATION; FEMALE; HUMAN; JOB STRESS; MAJOR CLINICAL STUDY; MALE; PRIORITY JOURNAL; PSYCHOLOGICAL WELL BEING; WELLBEING; WORK EXPERIENCE; WORKPLACE;

ADOLESCENT; ADULT; AGGRESSION; CANADA; COMMERCE; CONSUMER SATISFACTION; FEMALE; HUMANS; INTERPERSONAL RELATIONS; MALE; MIDDLE AGED; OCCUPATIONAL HEALTH; PERSONAL SATISFACTION; RESTAURANTS; STRESS, PSYCHOLOGICAL; YOUNG ADULT;

EID: 80053582220     PISSN: 10768998     EISSN: 19391307     Source Type: Journal    
DOI: 10.1037/a0023802     Document Type: Article

References (80)

1. Armeli S., Eisenberger R., Fasolo P., Lynch P. Perceived organizational support and police performance: The moderating influence of socioemotional needs. Journal of Applied Psychology 1998, 83:288-297.
2. Bacharach S.B., Bamberger P., Biron M. Alcohol consumption and workplace absenteeism: The moderating effect of social support. Journal of Applied Psychology 2010, 95:334-348.
3. Barling J., Dupre K.E., Kelloway E.K. Predicting workplace aggression and violence. Annual Review of Psychology 2009, 60:671-692.
4. Baumeister R.F., Bushman B.J., Campbell W.K. Self-esteem, narcissism, and aggression: Does violence result from low self-esteem or from threatened egotism?. Current Directions in Psychological Science 2000, 9(1):26-29.
5. Baumeister R.F., Smart L., Boden J.M. Relation of threatened egotism to violence and aggression: The dark side of high self-esteem. Psychological Review 1996, 103:5-33.
6. Bell, C. M., & Khoury, C. (2010). De/humanized by justice. Paper presented at the 2010 meeting of the Academy of Management, Montreal.
7. Bennett R. Anger, catharsis, and purchasing behavior following aggressive customer complaints. Journal of Consumer Marketing 1997, 14:156-172.
8. Ben-Zur H., Yagil D. The relationship between empowerment, aggressive behaviours of customers, coping, and burnout. European Journal of Work and Organizational Psychology 2005, 14:81-99.
9. Bitner M.J., Booms B.H., Mohr L.A. Critical service encounters: The employee's viewpoint. Journal of Marketing 1994, 58:95-106.
10. Boyd H.C., Helms J.E. Consumer entitlement theory and measurement. Psychology and Marketing 2005, 22(3):271-286.
11. Brady M.K., Cronin J.J. Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research 2001, 3(3):241-251.
12. Brotheridge C.M., Grandey A.A. Emotional labor and burnout: Comparing two perspectives of " people work." Journal of Vocational Behavior 2002, 60:17-39.
13. Butori R. Proposition for an improved version of the consumer entitlement inventory. Psychology & Marketing 2010, 27:285-297.
14. Campbell W.K., Bonacci A.M., Shelton J., Exline J.J., Bushman B.J. Psychological entitlement: Interpersonal consequences and validation of a self-report measure. Journal of Personality Assessment 2004, 83(1):29-45.
15. Cook K.S., Rice E. Social exchange theory. Handbook of social psychology 2006, 53-76. Kluwer Academic/Plenum Publishers, New York. J. Delamater (Ed.).
16. Cortina L.M., Magley V.J., Williams J.H., Langhout R.D. Incivility in the workplace: Incidence and impact. Journal of Occupational Health Psychology 2001, 6:64-80.
17. Cropanzano R., Ambrose M.L. Procedural and distributive justice are more similar than you think: A monistic perspective and a research agenda. Advances in organizational justice 2001, 119-151. Stanford University Press, Stanford, CA. J. Greenberg, R. Cropanzano (Eds.).
18. de Jonge J., Kompier M.A.J. A critical examination of the demand-control-support model from a work psychological perspective. International Journal of Stress Management 1997, 4:235-258.
19. Dormann C., Zapf D. Customer-related social stressors and burnout. Journal of Occupational Health Psychology 2004, 9(1):61-82.
20. Dwyer D.J., Ganster D.C. The effects of job demands and control on employee attendance and satisfaction. Journal of Organizational Behavior 1991, 12:595-608.
21. Eisenberger R., Stinglhamber F., Vandenberghe C., Sucharski I.L., Rhoades L. Perceived supervisor support: Contributions to perceived organizational support and employee retention. Journal of Applied Psychology 2002, 87:565-573.
22. Exline J.J., Baumeister R.F., Bushman B.J., Campbell W.K., Finkel E.J. Too proud to let go: Narcissistic entitlement as a barrier to forgiveness. Journal of Personality and Social Psychology 2004, 87:894-912.
23. Feather N.T. Judgments of deservingness: Studies in the psychology of justice and achievement. Personality and Social Psychology Review 1999, 3:86-107.
24. Fereday J., Muir-Cochrane E. Demonstrating rigor using thematic analysis: A hybrid approach of inductive and deductive coding and theme development. International Journal of Qualitative Methods 2006, 5(1):80-92.
25. Ferrie J.E., Head J., Shipley M.J., Vahtera J., Marmot M.G., Kivimaki M. Injustice at work and the incidence of psychiatric morbidity: The Whitehall II study. Occupational and Environmental Medicine 2006, 63(7):443-450.
26. Fisk G.M. 'I want it all and I want it now!' An examination of the etiology, expression, and escalation of excessive employee entitlement. Human Resource Management Review 2010, 20(2):102-114.
27. Fisk R., Grove S., Harris L.C., Keeffe D.A., Daunt K.L., Russell-Bennett R., Wirtz J. Customers behaving badly: A state of the art review, research agenda and implications for practitioners. Journal of Services Marketing 2010, 24(6):417-429.
28. Fox M.L., Dwyer D.J., Ganster D.C. Effects of stressful job demands and control on physiological and attitudinal outcomes in a hospital setting. Academy of Management Journal 1993, 36:289-318.
29. Ganster D.C., Murphy L. Workplace interventions to prevent stress-related illness: Lessons from research and practice. Industrial and Organizational Psychology: Linking theory with practice 2000, 34-51. Blackwell, Oxford. C.L. Cooper, E.A. Locke (Eds.).
30. Glomb T.M. Workplace anger and aggression: Informing conceptual models with data from specific encounters. Journal of Occupational Health Psychology 2002, 7:20-36.
31. Glomb T.M., Liao H. Interpersonal aggression in work groups: Social influence, reciprocal, and individual effects. Academy of Management Journal 2003, 46:486-496.
32. Grandey A.A., Fisk G.M. Display rules and strain in service jobs: What's fairness got to do with it?. Research in occupational stress and well being: Exploring interpersonal dynamics 2005, Vol. 4:265-294. Elsevier, Oxford, UK. P.L. Perrewé, D.C. Ganster (Eds.).
33. Grandey A.A. Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology 2000, 5(1):95-110.
34. Grandey A.A., Dickter D.N., Sin H.-P. The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior 2004, 25(3):397-418.
35. Greenberger E., Lessard J., Chen C., Farruggia S.P. Self-entitled college students: Contributions of personality, parenting, and motivational factors. Journal of Youth and Adolescence 2008, 37(10):1193-1204.
36. Gross J.J. The emerging field of emotion regulation: An integrative review. Review of General Psychology 1998, 2:271-299.
37. Gross J.J., Levenson R.W. Hiding feelings: The acute effects of inhibiting negative and positive emotion. Journal of Abnormal Psychology 1997, 106:95-103.
38. Harris L.C., Reynolds K.L. The consequences of dysfunctional customer behavior. Journal of Service Research 2003, 6:144-161.
39. Harvey P., Martinko M.J. An empirical examination of the role of attributions in psychological entitlement and its outcomes. Journal of Organizational Behavior 2009, 30:459-476.
40. Haslam N. Dehumanization: An integrative review. Personality and Social Psychology Review 2006, 10:252-264.
41. Hochschild A.R. The managed heart: Commercialization of human feeling 1983, University of California Press, Berkeley, CA.
42. Huseman R.C., Hatfield J.D., Miles E.W. Test for individual perceptions of job equity: Some preliminary findings. Perceptual and Motor Skills 1985, 61:1055-1064.
43. Huseman R.C., Hatfield J.D., Miles E.W. A new perspective on equity theory: The equity sensitivity construct. Academy of Management Review 1987, 12:222-234.
44. Johnson J.V., Hall E.M. Job strain, work place social support, and cardiovascular disease: A cross-sectional study of a random sample of the Swedish working population. American Journal of Public Health 1988, 78:1336-1342.
45. Karasek R.A. Job demands, job decision latitude, and mental strain: Implications for job redesign. Administrative Science Quarterly 1979, 24:285-308.
46. Kaukiainen A., Salmivalli C., Bjorkqvist K., Osterman K., Lahtinen A., Kostamo A., Lagerspetz K. Overt and covert aggression in work settings in relation to the subjective well-being of employees. Aggressive Behavior 2001, 27(5):360-371.
47. Kim M. Women paid low wages: Who they are and where they work. Monthly Labor Review 2000, 123:26-30.
48. Konrath S., Bushman B.J., Campbell W.K. Attenuating the link between threatened egotism and aggression. Psychological Science 2006, 17(11):995-1001.
49. Leidner R. Fast food, fast talk: Service work and the routinization of everyday life 1993, University of California Press, Los Angeles.
50. Lessard, J., Greenberger, E., Chen, C., & Farruggia, S. (in press) Are youths' feelings of entitlement always " bad" ? Evidence for a distinction between exploitive and non-exploitive dimensions of entitlement. Journal of Adolescence.
51. Lind E.A., Tyler T.R. The social psychology of procedural justice 1988, Plenum Press, New York.
52. Lovelock C.H. Product plus: How product + service = competitive advantage 1994, McGraw-Hill, New York.
53. Major B. From social inequality to personal entitlement: The role of social comparisons, legitimacy appraisals, and group membership. Advances in experimental social psychology 1994, Vol. 26:293-355. Academic Press, San Diego, CA. M.P. Zanna (Ed.).
54. Martin R.A. Humor, laughter, and physical health: Methodological issues and research findings. Psychological Bulletin 2001, 127(4):504-519.
55. Maslach C. Job burnout: New directions in research and intervention. Current Directions in Psychological Science 2003, 12:189-192.
56. Maslach C. Understanding job burnout. Stress and quality of working life: Current perspectives in occupational health 2006, 37-52. IAP, Charlotte, NC. A.M. Rossi, P.L. Perrewé, S.L. Sauter (Eds.).
57. Maslach C., Schaufeli W.B., Leiter M.P. Job burnout. Annual Review of Psychology 2001, 52:397-422.
58. Moeller S.J., Crocker J., Bushman B.J. Creating hostility and conflict: Effects of entitlement and self-image goals. Journal of Experimental Social Psychology 2009, 45(2):448-452.
59. Naumann S.E., Minsky B.D., Sturman M.C. The use of the concept " entitlement" in management literature: A historical review, synthesis, and discussion of compensation policy implications. Human Resource Management Review 2002, 12:145-166.
60. Occupational Health and Safety Act: Bill 168 Amendments http://www.labour.gov.on.ca/english/hs/sawo/pubs/fs_workplaceviolence.php.
61. Penney L.M., Spector P.E. Narcissism and counterproductive work behavior: Do bigger egos mean bigger problems?. International Journal of Selection and Assessment 2002, 10:126-134.
62. Phillips P., Phillips E. Women & work: Inequality in the Canadian labor market 2000, James Lorimer & Company, Ltd, Toronto, ON.
63. Pogrebin M.R., Poole E.D. Humor in the briefing room: A study of the strategic uses of humor among police. Journal of Contemporary Ethnography 1988, 17(2):183-210.
64. Reidy D.E., Zeichner A., Foster J.D., Martinez M.A. Effects of narcissistic entitlement and exploitativeness on human physical aggression. Personality and Individual Differences 2008, 44(4):865-875.
65. Richards J.M., Gross J.J. Composure at any cost? The cognitive consequences of emotion suppression. Personality and Social Psychology Bulletin 1999, 25(8):1033-1044.
66. Richins M.L. An analysis of consumer interaction styles in the marketplace. Journal of Consumer Research 1983, 10:73-82.
67. Robinson S.L., Bennett R.J. A typology of deviant workplace behaviors: A multidimensional scaling study. Academy of Management Journal 1995, 38:555-572.
68. Schat A.C.H., Kelloway E.K. Reducing the adverse consequences of workplace aggression and violence: The buffering effects of organizational support. Journal of Occupational Health Psychology 2003, 8(2):110-122.
69. Schwartz T. What happens when you really meet people's needs. [Web log comment] http://blogs.hbr.org/schwartz/2010/09/what-happens-when-you-really-m.html.
70. Spreitzer G.M. Psychological empowerment in the workplace: Dimensions, measurement, and validation. Academy of Management Journal 1995, 38(5):1442-1465.
71. Stewart T.A. The customer may be right but is she in charge? [Web log comment] http://www.bnet.com/blog/strategist/the-customer-may-be-right-but-is-she-in-charge/121.
72. Twenge J.M., Campbell W.K. 'Isn't it fun to get the respect that we're going to deserve?' Narcissism, social rejection, and aggression. Personality and Social Psychology Bulletin 2003, 29(2):261-272.
73. Twenge J.M., Konrath S., Foster J.D., Campbell W.K., Bushman B.J. Egos inflating over time: A cross-temporal meta-analysis of the narcissistic personality inventory. Journal of Personality 2008, 76(4):875-902.
74. Walsh J., Deery S. Refashioning organizational boundaries: Outsourcing customer service work. Journal of Management Studies 2006, 43:557-582.
75. Warehime R.G. Conflict-management training: A cognitive/behavioral approach. Group & Organization Management 1980, 5:467-477.
76. Weiss H.M., Rupp D.E. Experiencing work: An essay on a person-centric work psychology. Industrial and Organizational Psychology: Perspectives on Science and Practice 2011, 4:83-97.
77. Wildes V.J. Stigma in food service work: How it affects restaurant servers' intention to stay in the business or recommend a job to another. Tourism and Hospitality Research 2005, 5:213-233.
78. Wrzesniewski A., Dutton J. Crafting a job: Revisioning employees as active crafters of their work. Academy of Management Review 2001, 26:179-201.
79. Zeithaml V.A., Berry L.L., Parasuraman A. The behavioral consequences of service quality. Journal of Marketing 1996, 60:31-46.
80. Zemke R., Anderson K. Customers from hell. Training 1990, 27:25-33.