Customer negative events and employee service sabotage: The roles of employee hostility, personality and group affective tone

Work and Stress

Volumn 27, Issue 3, 2013, Pages 298-319

  Chi, Nai Wen ^a   Tsai, Wei Chi ^b   Tseng, Shu Min ^c  

^a NATIONAL SUN YAT SEN UNIVERSITY   (Taiwan)

^b NATIONAL CHENGCHI UNIVERSITY   (Taiwan)

^c TAIWAN SEMICONDUCTOR MANUFACTURING COMPANY   (Taiwan)

Author keywords

affect at work; affective event theory; customer mistreatment; group affective tone; negative events; sabotage; service providers

Indexed keywords

EID: 84881006267     PISSN: 02678373     EISSN: 14645335     Source Type: Journal    
DOI: 10.1080/02678373.2013.819046     Document Type: Article

References (60)

1. Aiken, L. S., & West, S. G. 1991. Multiple regression: Testing and interpreting interactions. Newbury Park, CA: Sage.
2. Aquino, K., Tripp, T. M., Bies, R. J. 2006. Getting even or moving on Power, procedural justice, and types of offense as predictors of revenge, forgiveness, reconciliation, and avoidance in organizations. Journal of Applied Psychology, 91, 653 - 658.
3. Bailey, J. J., & McCollough, M. A. 2000. Emotional labor and the difficult customer: Coping strategies of service agents and organizational consequences. Journal of Professional Services Marketing, 20, 51 - 72. doi: 10.1300/J090v20n02_05
4. Barrick, M. R., & Mount, M. K. 1991. The big five personality dimensions and job performance: A meta-analysis. Personnel Psychology, 44, 1 - 26. doi: 10.1111/j.1744-6570.1991.tb00688.x
5. Barrick, M. R., & Mount, M. K. 2000. Select on conscientiousness and emotional stability. In E. A. Locke, Handbook of principles of organizational behavior (pp. 15 - 28). Chichester: Blackwell.
6. Barrick, M. R., Mount, M. K., & Judge, T. A. 2001. Personality and performance at the beginning of the new millennium: What do we know and where do we go next? International Journal of Selection & Assessment, 9, 9 - 30. doi: 10.1111/1468-2389.00160
7. Bartel, C. A., & Saavedra, R. 2000. The collective construction of work group moods. Administrative Science Quarterly, 45, 197 - 231. doi: 10.2307/2667070
8. Bliese, P. D. 2000. Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis. In K. J. Klein & S. W. J. Kozlowski, Multilevel theory, research, and methods in organizations (pp. 349 - 381). San Francisco, CA: Jossey-Bass.
9. Bono, J. E., Foldes, H. J., Vinson, G., & Muros, J. P. 2007. Workplace emotions: The role of supervision and leadership. Journal of Applied Psychology, 92, 1357 - 1367.
10. Bono, J. E., & Vey, M. A. 2007. Personality and emotional performance: Extraversion, neuroticism, and self-monitoring. Journal of Occupational Health Psychology, 12, 177 - 192. doi: 10.1037/1076-8998.12.2.177
11. Bowling, N. A., Beehr, T. A., Wagner, S. H., & Libkuman, T. M. 2005. Adaptation-level theory, opponent process theory, and dispositions: An integrated approach to the stability of job satisfaction. Journal of Applied Psychology, 90, 1044 - 1053. doi: 10.1037/0021-9010.90.6.1044
12. Brislin, R. 1980. Translation and content analysis of oral and written materials. In H. C. Triandis & J. W. Berry, Handbook of cross-cultural psychology: Methodology (2, pp. 389 - 444). Boston, MA: Allyn & Bacon.
13. Bryk, A. S., & Raudenbush, S. W. 1992. Hierarchical linear models. Newbury Park, CA: Sage.
14. Chen, G., & Bliese, P. D. 2002. The role of different levels of leadership in predicting self- and collective efficacy: Evidence for discontinuity. Journal of Applied Psychology, 87, 546 - 556. doi: 10.1037/0021-9010.87.3.549
15. Chi, N.- W., Chung, Y. Y., & Tsai, W. C. 2011. How do happy leaders enhance team success? The mediating roles of transformational leadership, group affective tone and team processes. Journal of Applied Social Psychology, 41, 1421 - 1454. doi: 10.1111/j.1559-1816.2011.00767.x
16. Chi, N.- W., Grandey, A. A., Diamond, J., & Krimmel, K. R. 2011. Want a tip? Service performance as a function of emotion regulation and extraversion. Journal of Applied Psychology, 96, 1337 - 1346. doi: 10.1037/a0022884
17. Cole, M. S., Walter, F., & Bruch, H. 2008. The affective mechanisms linking dysfunctional behavior to performance in work teams: A moderated mediation study. Journal of Applied Psychology, 93, 945 - 958. doi: 10.1037/0021-9010.93.5.945
18. Cortina, J. M. 1993. What is coefficient alpha? An examination of theory and applications. Journal of Applied Psychology, 78, 98 - 104.
19. Diefendorff, J. M., Richard, E. M., & Yang, J. 2008. Emotion regulation at work: Linking strategies to affective events and discrete negative emotions. Journal of Vocational Behavior, 73, 498 - 508. doi: 10.1016/j.jvb.2008.09.006
20. Fox, S., & Spector, P. E. 2006. The many roles of control in a stressor-emotion theory of counterproductive work behavior. In P. L. Perrewé & D. C. Ganster, Research in occupational stress and well-being Vol. 5, pp. 171 - 201. Greenwich, CT: JAI.
21. George, J. M. 1990. Personality, affect, and behavior in groups. Journal of Applied Psychology, 75, 107 - 116. doi: 10.1037/0021-9010.75.2.107
22. George, J. M. 1995. Leader positive mood and group performance: The case of customer service. Journal of Applied Social Psychology, 25, 778 - 794. doi: 10.1111/j.1559-1816.1995.tb01775.x
23. George, J. M. 1996. Group affective tone. In M. A. West, Handbook of work group psychology (pp. 77 - 93). Chicester: Wiley.
24. George, J. M., & King, E. B. 2007. Potential pitfalls of affect convergence in teams: Functions and dysfunctions of group affective tone. In E. A. Mannix, M. A. Neale, & C. P. Anderson, Research on managing groups and teams (Vol. 10, pp. 97 - 124). Greenwich, CT: JAI Press.
25. Grandey, A. A., Dickter, D. N., & Sin, H. P. 2004. The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25, 1 - 22. doi: 10.1002/job.252
26. Groth, M., & Grandey, A. A. 2012. From bad to worse: Negative exchange spirals in employee-customer service interactions. Organizational Psychology Review, 2, 208 - 233. doi: 10.1177/2041386612441735
27. Harris, L., & Ogbonna, E. 2006. Service sabotage: A study of antecedents and consequences. Journal of the Academy of Marketing Science, 34, 543 - 558. doi: 10.1177/0092070306287324
28. Hofstede, G. 1997. Cultures and organizations: Software of the mind. New York, NY: McGraw-Hill.
29. James, L. R., Demaree, R. G., & Wolf, G. 1984. Estimating within-group interrater reliability with and without response bias. Journal of Applied Psychology, 69, 85 - 98. doi: 10.1037/0021-9010.69.1.85
30. Johns, G. 2006. The essential impact of context on organizational behavior. Academy of Management Review, 31, 386 - 408.
31. Johnson, H. A., & Spector, P. E. 2007. Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process? Journal of Occupational Health Psychology, 12, 319 - 333. doi: 10.1037/1076-8998.12.4.319
32. Jordan, P. J., Lawrence, S. A., & Troth, A. C. 2006. The impact of negative mood on team performance. Journal of Management and Organization, 12, 131 - 145. doi: 10.5172/jmo.2006.12.2.131
33. Judge, T. A., Scott, B. A., & Ilies, R. 2006. Hostility, job attitudes, and workplace deviance: Test of a multilevel model. Journal of Applied Psychology, 91, 126 - 138. doi: 10.1037/0021-9010.91.1.126
34. Judge, T. A., Woolf, E. F., & Hurst, C. 2009. Is emotional labor more difficult for some than for others? A multilevel, experience-sampling study. Personnel Psychology, 62, 57 - 88.
35. Kelly, J. R., & Barsade, S. G. 2001. Mood and emotions in small groups and work teams. Organizational Behavior and Human Decision Processes, 86, 99 - 130.
36. Larsen, R. J., & Ketelaar, T. 1989. Extraversion, neuroticism and susceptibility to positive and negative mood induction procedures. Personality and Individual Differences, 10, 1221 - 1228.
37. Lee, K., & Allen, N. J. 2002. Organizational citizenship behavior and workplace deviance: The role of affect and cognitions. Journal of Applied Psychology, 87, 131 - 142. doi: 10.1037/0021-9010.87.1.131
38. Liao, H., & Chuang, A. 2004. A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47, 41 - 58. doi: 10.2307/20159559
39. Liao, H., & Chuang, A. 2007. Transforming service employees and climate: A multi-level multi-source examination of transformational leadership in building long-term service relationships, Journal of Applied Psychology, 92, 1006 - 1019. doi: 10.1037/0021-9010.92.4.1006
40. MacKinnon, D. P., Lockwood, C. M., Hoffman, J. M., West, S. G., & Sheets, V. 2002. A comparison of methods to test mediation and other intervening variable effects. Psychological Methods, 7, 83 - 104. doi: 10.1037/1082-989X.7.1.83
41. Mason, C. M., & Griffin, M. A. 2005. Group task satisfaction: The group's shared attitudes to its task and work environment. Group & Organization Management, 30, 625 - 652. doi: 10.1177/1059601104269522
42. Mischel, W., & Shoda, Y. 1998. Reconciling processing dynamics and personality dispositions. Annual Review of Psychology, 49, 229 - 258. doi: 10.1146/annurev.psych.49.1.229
43. Podsakoff, P. M., & Organ, D. W. 1986. Self-reports in organizational research: Problems and prospects. Journal of Management, 12, 531 - 544. doi: 10.1177/014920638601200408
44. Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. 2003. Common method biases in behavior research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879 - 903. doi: 10.1037/0021-9010.88.5.879
45. Rhee, S. Y. 2007. Group emotions and group outcomes: The role of group-member interactions. In E. A. Mannix, M. A. Neale, & C. P. Anderson, Research on managing groups and teams (Vol. 10, pp. 65 - 96), Greenwich, CT: JAI Press.
46. Rupp, D. E., McCance, A. S., Spencer, S., & Sonntag, K. 2008. Customer (in)justice and emotional labor: The role of perspective taking, anger and emotional regulation. Journal of Management, 34, 903 - 924. doi: 10.1177/0149206307309261
47. Rupp, D. E., & Spencer, S. 2006. When customer lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotion. Journal of Applied Psychology, 91, 971 - 978. doi: 10.1037/0021-9010.91.4.971
48. Saucier, G. 1994. Separating description and evaluation in the structure of personality attributes. Journal of Personality and Social Psychology, 66, 141 - 154. doi: 10.1037/0022-3514.66.1.141
49. Scott, B. A., & Barnes, C. M. 2011. A multilevel investigation of emotional labor, affect, withdrawal, and gender. Academy of Management Journal, 54, 116 - 136. doi: 10.5465/AMJ.2011.59215086
50. Skarlicki, D. P., van Jaarsveld, D. D., & Walker, D. 2008. Getting even for customer unfairness: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. Journal of Applied Psychology, 93, 1335 - 1347.
51. Sy, T., Cote, S., & Saavedra, R. 2005. The contagious leader: Impact of the leader's mood on the mood of group members, group affective tone, and group processes. Journal of Applied Psychology, 90, 295 - 305.
52. Tofighi, D., & MacKinnon, D. P. 2011. RMediation: An R package for mediation analysis confidence intervals. Behavior Research Methods, 43, 692 - 700.
53. Tsai, W. C., Chi, N. W., Grandey, A. A., & Fung, S. C. 2012. Positive group affective tone and team creativity: Negative group affective tone and team trust as boundary conditions. Journal of Organizational Behavior, 33, 638 - 656.
54. Wang, M., Liao, H., Zhan, Y., & Shi, J. 2011. Daily customer mistreatment and employee sabotage against customers: Examining emotion and resource perspectives. Academy of Management Journal, 54, 312 - 323.
55. Watson, D., & Clark, L. 1992. On traits and temperament: General and specific factors of emotional experience and their relation to the five-factor model. Journal of Personality, 60, 441 - 476.
56. Watson, D., & Clark, L. A. 1994. The PANAS-X: Manual for the Positive and Negative Affect Schedule-Expanded Form. Ames: The University of Iowa.
57. Weiss, H. M., & Cropanzano, R. 1996. An affective events approach to job satisfaction. In B. M. Staw & L. L. Cummings, Research in organizational behavior (Vol. 18, pp. 1 - 74). Greenwich, CT: JAI Press.
58. Whetten, D. A. 1989. What constitutes a theoretical contribution? Academy of Management Review, 4, 490 - 495.
59. Yang, J., & Diefendorff, J. M. 2009. The relations of daily counterproductive workplace behavior with emotions, situational antecedents, and personality moderators: A diary study in Hong Kong. Personnel Psychology, 62, 259 - 295.
60. Zhang, Z., Zyphur, M. J., & Preacher, K. J. 2009. Testing multilevel mediation using hierarchical linear models. Organizational Research Methods, 12, 695 - 719.