Customer mistreatment: A review of conceptualizations and a multilevel theoretical model

Research in Occupational Stress and Well Being

Volumn 13, Issue , 2015, Pages 33-79

  Koopmann, Jaclyn ^a   Wang, Mo ^a   Liu, Yihao ^a   Song, Yifan ^a  

^a UNIVERSITY OF FLORIDA   (United States)

Author keywords

Affective work event; Customer aggression; Customer incivility; Customer interactional injustice; Customer mistreatment; Multilevel model

Indexed keywords

EID: 84930367570     PISSN: 14793555     EISSN: None     Source Type: Book Series    
DOI: 10.1108/S1479-355520150000013002     Document Type: Article

References (161)

1. Agasi, S., Decelles, K. A., & Rafaeli, A. (2014, August). Relating aversive organizational context to customer aggression. In D. X. H. Wo (Chair). Antecedents and consequences of customers' misbehaviors: Opening the black blox. Symposium conducted at the 75th annual meeting of the academy of management, Philadelphia, PA.
2. Aquino, K., & Reed, A. (2002). The self-importance of moral identity. Journal of Personality and Social Psychology, 83, 1423-1440.
3. Aquino, K., & Thau, S. (2009). Workplace victimization: Aggression from the target's perspective. Annual Review of Psychology, 60, 717-741.
4. Bacharach, S. B., & Bamberger, P. A. (2007). 9/11 and New York City firefighters' post hoc unit support and control climates: A context theory of the consequences of involvement in traumatic work-related events. Academy of Management Journal, 50, 849-868.
5. Bakker, A. B., Demerouti, E., de Boer, E., & Schaufeli, W. B. (2003). Job demands and job resources as predictors of absence duration and frequency. Journal of Vocational Behavior, 62, 341-356.
6. Bandura, A. (2001). Social cognitive theory: An agentic perspective. In S. T. Fiske, D. L. Schacter, & C. Zahn-Waxler (Eds.), Annual review of psychology (Vol. 52, pp. 1-26). Palo Alto, CA: Annual Reviews.
7. Baranik, L. E., Wang, M., Gong, Y., & Shi, J. (2014). Customer mistreatment, employee health, and job performance: Cognitive rumination and social sharing as mediating mechanisms. Journal of Management. Advance online publication.
8. Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49, 1229-1238.
9. Baron, R. A., & Bell, P. A. (1975). Aggression and heat: Mediating effects of prior provocation and exposure to an aggressive model. Journal of Personality and Social Psychology, 31, 825-832.
10. Barrick, M. R., & Mount, M. K. (1991). The big five personality dimensions and job performance: A meta-analysis. Personnel Psychology, 44, 1-26.
11. Bateman, T. S., & Organ, D. W. (1983). Job satisfaction and the good soldier: The relationship between affect and employee "citizenship". Academy of Management Journal, 26, 587-595.
12. Batson, C. D., Early, S., & Salvarani, G. (1997). Perspective taking: Imagining how another feels versus imaging how you would feel. Personality and Social Psychology Bulletin, 23, 751-758.
13. Batt, R. (2002). Managing customer services: Human resource practices, quit rates, and sales growth. Academy of Management Journal, 45, 587-597.
14. Baumeister, R. F. (1998). The self. In D. T. Gilbert, S. T. Fiske, & G. Lindzey (Eds.), Handbook of social psychology (4th ed., pp. 680-740). New York, NY: McGraw-Hill.
15. Baumeister, R. F., Bratslavsky, E., Muraven, M., & Tice, D. M. (1998). Ego depletion: Is the active self a limited resource? Journal of Personality and Social Psychology, 74, 1252-1265.
16. Baumeister, R. F., Heatherton, T. F., & Tice, D. M. (1994). Losing control: How and why people fail at self-regulation. San Diego, CA: Academic Press.
17. Baumeister, R. F., & Vohs, K. D. (2003). Willpower, choice, and self-control. In G. Loewenstein, D. Read, & R. F. Baumeister (Eds.), Time and decision: Economic and psychological perspectives on intertemporal choice (pp. 201-216). New York, NY: Russell Sage Foundation.
18. Beal, D. J., Weiss, H. M., Barros, E., & MacDermid, S. M. (2005). An episodic process model f affective influences on performance. Journal of Applied Psychology, 90, 1054-1068.
19. Ben-Zur, H., & Yagil, D. (2005). The relationship between empowerment, aggressive behaviours of customers, coping, and burnout. European Journal of Work and Organizational Psychology, 14, 81-99.
20. Bies, R. J. (2001). Interactional (in)justice: The sacred and the profane. In J. Greenberg & R. Cropanzano (Eds.), Advances in organizational justice (pp. 89-118). Stanford, CA: Stanford University Press.
21. Bies, R. J., & Moag, J. S. (1986). Interactional justice: Communication criteria for fairness. In B. Sheppard (Ed.), Research on negotiation in organizations (Vol. 1, pp. 43-55). Greenwich, CT: JAI Press.
22. Binnewies, C., Sonnentag, S., & Mojza, E. J. (2009). Daily performance at work: Feeling recovered in the morning as a predictor of day-level job performance. Journal of Organizational Behavior, 30, 67-93.
23. Bolger, N., & Zuckerman, A. (1995). A framework for studying personality in the stress process. Journal of Personality and Social Psychology, 69, 890-902.
24. Bordia, P., Restubog, S. L. D., & Tang, R. L. (2008). When employees strike back: Investigating mediating mechanisms between psychological contract breach and workplace deviance. Journal of Applied Psychology, 93, 1104-1117.
25. Boyd, C. (2002). Customer violence and employee health and safety. Work, Employment & Society, 16, 151-169.
26. Brackett, M. A., & Mayer, J. D. (2003). Convergent, discriminant, and incremental validity of competing measures of emotional intelligence. Personality and Social Psychology Bulletin, 29, 1147-1158.
27. Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7, 57-67.
28. Bushman, B. J., Bonacci, A. M., Pedersen, W. C., Vasquez, E. A., & Miller, N. (2005). Chewing on it can chew you up: Effects of rumination on triggered displaced aggression. Journal of Personality and Social Psychology, 88, 969-983.
29. Chan, K. W., & Wan, E. W. (2012). How can stressed employees deliver better customer service? The underlying self-regulation depletion mechanism. Journal of Marketing, 76, 119-137.
30. Colquitt, J. A. (2001). On the dimensionality of organizational justice: A construct validation of a measure. Journal of Applied Psychology, 86, 386-400.
31. Colquitt, J. A., Conlon, D. E., Wesson, M. J., Porter, C. O., & Ng, K. Y. (2001). Justice at the millennium: A meta-analytic review of 25 years of organizational justice research. Journal of Applied Psychology, 86, 425-445.
32. Cropanzano, R., Byrne, Z. S., Bobocel, D. R., & Rupp, D. E. (2001). Moral virtues, fairness heuristics, social entities, and other denizens of organizational justice. Journal of Vocational Behavior, 58, 164-209.
33. Cropanzano, R., Goldman, B., & Folger, R. (2003). Deontic justice: The role of moral principles in workplace fairness. Journal of Organizational Behavior, 24, 1019-1024.
34. Deery, S., Iverson, R., & Walsh, J. (2002). Work relationships in telephone call centres: Understanding emotional exhaustion and employee withdrawal. Journal of Management Studies, 39, 471-496.
35. Deery, S., Walsh, J., & Guest, D. (2011). Workplace aggression: The effects of harassment on job burnout and turnover intentions. Work, Employment & Society, 25, 742-759.
36. De Dreu, C. K., & Nauta, A. (2009). Self-interest and other-orientation in organizational behavior: Implications for job performance, prosocial behavior, and personal initiative. Journal of Applied Psychology, 94, 913-926.
37. DeShon, R. P., & Gillespie, J. Z. (2005). A motivated action theory account of goal orientation. Journal of Applied Psychology, 90, 1096-1127.
38. DeWall, C. N., Baumeister, R. F., Stillman, T. F., & Gailliot, M. T. (2007). Violence restrained: Effects of self-regulation and its depletion on aggression. Journal of Experimental Social Psychology, 43, 62-76.
39. Diefendorff, J. M., & Gosserand, R. H. (2003). Understanding the emotional labor process: A control theory perspective. Journal of Organizational Behavior, 24, 945-959.
40. Diefendorff, J. M., Richard, E. M., & Croyle, M. H. (2006). Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions. Journal of Occupational and Organizational Psychology, 79, 273-298.
41. Diener, E., Suh, E. M., Lucas, R. E., & Smith, H. L. (1999). Subjective well-being: Three decades of progress. Psychological Bulletin, 125, 276-302.
42. Dormann, C., & Zapf, D. (2004). Customer-related social stressors and burnout. Journal of Occupational Health Psychology, 9, 61-82.
43. Dudenhö ffer, S., & Dormann, C. (2013). Customer-related social stressors and service providers' affective reactions. Journal of Organizational Behavior, 34, 520-539.
44. Elfenbein, H. A. (2014). The many faces of emotional contagion An affective process theory of affective linkage. Organizational Psychology Review, 4, 326-362.
45. Folger, R. (2001). Fairness as deonance. In S. W. Gilliland, D. D. Steiner, & D. P. Skarlicki (Eds.), Research in social issues in management (pp. 3-31). Greenwich, CT: Information Age.
46. Folger, R., Cropanzano, R., & Goldman, B. (2005). What is the relationship between justice and morality? In J. Greenberg & J. A. Colquitt (Eds.), Handbook of organizational justice (pp. 215-245). Mahwah, NJ: Lawrence Erlbaum Associates Publishers.
47. Folger, R., & Skarlicki, D. P. (2008). The evolutionary bases of deontic justice. In S. W. Gilliland, D. D. Steiner, & D. P. Skarlicki (Eds.), Justice, morality, and social responsibility (pp. 29-62). Charlotte, NC: Information Age.
48. Funches, V., Markley, M., & Davis, L. (2009). Reprisal, retribution and requital: Investigating customer retaliation. Journal of Business Research, 62, 231-238.
49. Gailliot, M. T., & Baumeister, R. F. (2007). The physiology of willpower: Linking blood glucose to self-control. Personality and Social Psychology Review, 11, 303-327.
50. Goldberg, L. S., & Grandey, A. A. (2007). Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology, 12, 301-318.
51. Gouldner, A. W. (1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 25, 161-178.
52. Grandey, A., Foo, S. C., Groth, M., & Goodwin, R. E. (2012). Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. Journal of Occupational Health Psychology, 17, 1-14.
53. Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95-110.
54. 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, 397-418.
55. Grandey, A. A., Fisk, G. M., & Steiner, D. D. (2005). Must "service with a smile" be stressful? The moderating role of personal control for American and French employees. Journal of Applied Psychology, 90, 893-904.
56. Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology, 12, 63-79.
57. Greenbaum, R. L., Quade, M. J., Mawritz, M. B., Kim, J., & Crosby, D. (2014). When the customer is unethical: The explanatory role of employee emotional exhaustion onto work-family conflict, relationship conflict with coworkers, and job neglect. Journal of Applied Psychology, 99, 1188-1203.
58. Grégoire, Y., & Fisher, R. J. (2008). Customer betrayal and retaliation: When your best customers become your worst enemies. Journal of the Academy of Marketing Science, 36, 247-261.
59. Groth, M., & Grandey, A. (2012). From bad to worse: Negative exchange spirals in employee- customer service interactions. Organizational Psychology Review, 2, 208-233.
60. Gutek, B. A., Cherry, B., Bhappu, A. D., Schneider, S., & Woolf, L. (2000). Features of service relationships and encounters. Work and Occupations, 27, 319-352.
61. Gutek, B. A., Groth, M., & Cherry, B. (2002). Achieving service success through relationships and enhanced encounters. Academy of Management Perspectives, 16, 132-144.
62. Hackman, J. R., & Oldham, G. R. (1975). Development of the job diagnostic survey. Journal of Applied Psychology, 60, 159-170.
63. Halbesleben, J. R., & Wheeler, A. R. (2011). I owe you one: Coworker reciprocity as a moderator of the day-level exhaustion-performance relationship. Journal of Organizational Behavior, 32, 608-626.
64. Harris, L. C. (2013). Service employees and customer phone rage: An empirical analysis. European Journal of Marketing, 47, 463-484.
65. Harris, L. C., & Ogbonna, E. (2002). Exploring service sabotage: The antecedents, types and consequences of frontline, deviant, antiservice behaviors. Journal of Service Research, 4, 163-183.
66. Harris, L. C., & Reynolds, K. L. (2003). The consequences of dysfunctional customer behavior. Journal of Service Research, 6, 144-161.
67. Harris, L. C., & Reynolds, K. L. (2004). Jaycustomer behavior: An exploration of types and motives in the hospitality industry. Journal of Services Marketing, 18, 339-357.
68. Hatfield, E., Cacioppo, J. T., & Rapson, R. L. (1994). Emotional contagion. New York, NY: Cambridge University Press.
69. Hershcovis, M. S., & Barling, J. (2010). Towards a multi-foci approach to workplace aggression: A meta-analytic review of outcomes from different perpetrators. Journal of Organizational Behavior, 31, 24-44.
70. Ho, V. T., & Gupta, N. (2012). Testing an empathy model of guest-directed citizenship and counterproductive behaviours in the hospitality industry: Findings from three hotels. Journal of Occupational and Organizational Psychology, 85, 433-453.
71. Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44, 513-524.
72. Hobfoll, S. E. (2002). Social and psychological resources and adaptation. Review of General Psychology, 6, 307-324.
73. Hockey, G. R. J. (1993). Cognitive-energetical control mechanisms in the management of work demands and psychological health. In A. Baddely & L. Weiskrantz (Eds.), Attention: Selection, awareness, and control (pp. 328-345). Oxford: Clarendon Press.
74. Holmvall, C. M., & Sidhu, J. (2007). Predicting customer service employees' job satisfaction and turnover intentions: The roles of customer interactional injustice and interdependent self-construal. Social Justice Research, 20, 479-496.
75. Hoobler, J. M., & Brass, D. J. (2006). Abusive supervision and family undermining as displaced aggression. Journal of Applied Psychology, 91, 1125-1133.
76. Humphrey, S. E., Nahrgang, J. D., & Morgeson, F. P. (2007). Integrating motivational, social, and contextual work design features: A meta-analytic summary and theoretical extension of the work design literature. Journal of Applied Psychology, 92, 1332-1356.
77. Kanfer, R., & Ackerman, P. L. (1989). Motivation and cognitive abilities: An integrative/aptitude-treatment interaction approach to skill acquisition. Journal of Applied Psychology, 74, 657-690.
78. Kao, F. H., Cheng, B. S., Kuo, C. C., & Huang, M. P. (2014). Stressors, withdrawal, and sabotage in frontline employees: The moderating effects of caring and service climates. Journal of Occupational and Organizational Psychology, 87, 755-780.
79. Karatepe, O. M. (2011). Customer aggression, emotional exhaustion, and hotel employee outcomes: A study in the United Arab Emirates. Journal of Travel & Tourism Marketing, 28, 279-295.
80. Kern, J. H., & Grandey, A. A. (2009). Customer incivility as a social stressor: The role of race and racial identity for service employees. Journal of Occupational Health Psychology, 14, 46-57.
81. Kim, E., & Yoon, D. J. (2012). Why does service with a smile make employees happy? A social interaction model. Journal of Applied Psychology, 97, 1059-1067.
82. Lanaj, K., Johnson, R. E., & Barnes, C. M. (2014). Beginning the workday yet already depleted? Consequences of late-night smartphone use and sleep. Organizational Behavior and Human Decision Processes, 124, 11-23.
83. Lavelle, J. J., Rupp, D. E., & Brockner, J. (2007). Taking a multifoci approach to the study of justice, social exchange, and citizenship behavior: The target similarity model. Journal of Management, 33, 841-866.
84. LePine, J. A., & Van Dyne, L. (2001). Voice and cooperative behavior as contrasting forms of contextual performance: Evidence of differential relationships with big five personality characteristics and cognitive ability. Journal of Applied Psychology, 86, 326-336.
85. Li, X., & Zhou, E. (2013). Influence of customer verbal aggression on employee turnover intention. Management Decision, 51, 890-912.
86. Liao, H., & Chuang, A. (2004). A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47, 41-58.
87. Liao, H., & Rupp, D. E. (2005). The impact of justice climate and justice orientation on work outcomes: A cross-level multifoci framework. Journal of Applied Psychology, 90, 242-256.
88. Liu, S., Luksyte, A., Wang, M., Zhou, L., & Shi, J. (2014). Overqualification and counterproductive work behaviors: Examining a moderated mediation model. Journal of Organizational Behavior. Advance online publication.
89. Liu, S., Wang, M., Zhan, Y., & Shi, J. (2009). Daily work stress and alcohol use: Testing the cross-level moderation effects of neuroticism and job involvement. Personnel Psychology, 62, 575-597.
90. Liu, Y., Wang, M., Chang, C.-H., Shi, J., Zhou, L., & Shao, R. (2015). Work-family conflict, emotional exhaustion, and aggression toward others: The moderating roles of workplace interpersonal conflict and perceived managerial family support. Journal of Applied Psychology, 100, 793-808.
91. Marcus-Newhall, A., Pedersen, W. C., Carlson, M., & Miller, N. (2000). Displaced aggression is alive and well: A meta-analytic review. Journal of Personality and Social Psychology, 78, 670-689.
92. Martin, L. L., & Tesser, A. (1989). Toward a motivational and structural theory of ruminative thought. In J. S. Uleman & J. A. Barg (Eds.), Unintended thought (pp. 306-326). New York, NY: Guilford Press.
93. Martin, L. L., & Tesser, A. (1996). Some ruminative thoughts. In R. R. Wyer (Ed.), Advances in social cognition (Vol. 9, pp. 1-47). Ruminative Thoughts. Hillsdale, NJ: Lawrence Erlbaum Associates, Inc.
94. Martin, L. L., Tesser, A., & McIntosh, W. D. (1993). Wanting by not having: The effects of unattained goals on thoughts and feelings. In W. D. Wegner & C. Papageoriou (Eds.), Handbook of mental control (pp. 552-572). Englewood Cliffs, NJ: Prentice Hall.
95. McColl-Kennedy, J. R., Patterson, P. G., Smith, A. K., & Brady, M. K. (2009). Customer rage episodes: Emotions, expressions and behaviors. Journal of Retailing, 85, 222-237.
96. Medler-Liraz, H., & Kark, R. (2012). It takes three to tango: Leadership and hostility in the service encounter. The Leadership Quarterly, 23, 81-93.
97. Merecz, D., Drabek, M., & Mos̈ cicka, A. (2009). Aggression at the workplace: Psychological consequences of abusive encounter with coworkers and clients. International Journal of Occupational Medicine and Environmental Health, 22, 243-260.
98. Milam, A. C., Spitzmueller, C., & Penney, L. M. (2009). Investigating individual differences among targets of workplace incivility. Journal of Occupational Health Psychology, 14, 58-69.
99. Miron-Spektor, E., Efrat-Treister, D., Rafaeli, A., & Schwarz-Cohen, O. (2011). Others' anger makes people work harder not smarter: The effect of observing anger and sarcasm on creative and analytic thinking. Journal of Applied Psychology, 96, 1065-1075.
100. Moberly, N. J., & Watkins, E. R. (2008). Ruminative self-focus and negative affect: An experience sampling study. Journal of Abnormal Psychology, 117, 314-323.
101. Morgeson, F. P., Reider, M. H., & Campion, M. A. (2005). Selecting individuals in team settings: The importance of social skills, personality characteristics, and teamwork knowledge. Personnel Psychology, 58, 583-611.
102. Morris, W. N. (1989). Mood: The frame of mind. New York, NY: Springer-Verlag.
103. Muraven, M., & Baumeister, R. F. (2000). Self-regulation and depletion of limited resources: Does self-control resemble a muscle? Psychological Bulletin, 126, 247-259.
104. Muraven, M., Tice, D. M., & Baumeister, R. F. (1998). Self-control as a limited resource: Regulatory depletion patterns. Journal of Personality and Social Psychology, 74, 774-789.
105. Nolen-Hoeksema, S., Wisco, B., & Lyubomirsky, S. (2008). Rethinking rumination. Perspectives on Psychological Science, 3, 400-424.
106. Olson-Buchanan, J. B., & Boswell, W. R. (2008). An integrative model of experiencing and responding to mistreatment at work. Academy of Management Review, 33, 76-96.
107. Penney, L. M., & Spector, P. E. (2005). Job stress, incivility, and counterproductive work behavior (CWB): The moderating role of negative affectivity. Journal of Organizational Behavior, 26, 777-796.
108. Porath, C. L., & Erez, A. (2007). Does rudeness really matter? The effects of rudeness on task performance and helpfulness. Academy of Management Journal, 50, 1181-1197.
109. Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44, 1018-1027.
110. Rafaeli, A., Erez, A., Ravid, S., Derfler-Rozin, R., Efrat-Treister, D. E., & Scheyer, R. (2012). When customers exhibit verbal aggression, employees pay cognitive costs. Journal of Applied Psychology, 97, 931-950.
111. Reb, J., Goldman, B. M., Kray, L. J., & Cropanzano, R. (2006). Different wrongs, different remedies? Reactions to organizational remedies after procedural and interactional injustice. Personnel Psychology, 59, 31-64.
112. Reed, A., & Aquino, K. F. (2003). Moral identity and the expanding circle of moral regard toward out-groups. Journal of Personality and Social Psychology, 84, 1270-1286.
113. Reynolds, K. L., & Harris, L. C. (2009). Dysfunctional customer behavior severity: An empirical examination. Journal of Retailing, 85, 321-335.
114. Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: A review of the literature. Journal of Applied Psychology, 87, 698-714.
115. Rothbard, N. P., & Wilk, S. L. (2011). Waking up on the right or wrong side of the bed: Startof- workday mood, work events, employee affect, and performance. Academy of Management Journal, 54, 959-980.
116. Rotundo, M., & Sackett, P. R. (2002). The relative importance of task, citizenship, and counterproductive performance to global ratings of job performance: A policy-capturing approach. Journal of Applied Psychology, 87, 66-80.
117. Rupp, D. E., & Cropanzano, R. (2002). The mediating effects of social exchange relationships in predicting workplace outcomes from multifoci organizational justice. Organizational Behavior and Human Decision Processes, 89, 925-946.
118. Rupp, D. E., McCance, A. S., & Grandey, A. A. (2007). A cognitive-emotional theory of customer injustice and emotional labor: Implications for customer service, fairness theory, and the multifoci perspective. In D. De Cremer (Ed.), Advances in the psychology of justice and affect, (pp. 205-232). Charlotte, NC: Information Age.
119. 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.
120. Rupp, D. E., Shao, R., Jones, K. S., & Liao, H. (2014). The utility of a multifoci approach to the study of organizational justice: A meta-analytic investigation into the consideration of normative rules, moral accountability, bandwidth-fidelity, and social exchange. Organizational Behavior and Human Decision Processes, 123, 159-185.
121. Rupp, D. E., & Spencer, S. (2006). When customers lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions. Journal of Applied Psychology, 91, 971-978.
122. Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate. Journal of Applied Psychology, 90, 1217-1227.
123. Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Tests of a causal model. Journal of Applied Psychology, 83, 150-163.
124. Shao, R., & Skarlicki, D. P. (2014). Service employees' reactions to mistreatment by customers: A comparison between North America and East Asia. Personnel Psychology, 67, 23-59.
125. Skarlicki, D. P., & Folger, R. (1997). Retaliation in the workplace: The roles of distributive, procedural, and interactional justice. Journal of Applied Psychology, 82, 434-443.
126. Skarlicki, D. P., Folger, R., & Tesluk, P. (1999). Personality as a moderator in the relationship between fairness and retaliation. Academy of Management Journal, 42, 100-108.
127. Skarlicki, D. P., & Kulik, C. T. (2004). Third-party reactions to employee (mis) treatment: A justice perspective. Research in Organizational Behavior, 26, 183-229.
128. Skarlicki, D. P., van Jaarsveld, D. D., & Walker, D. D. (2008). Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. Journal of Applied Psychology, 93, 1335-1347.
129. Sliter, M., Jex, S., Wolford, K., & McInnerney, J. (2010). How rude! Emotional labor as a mediator between customer incivility and employee outcomes. Journal of Occupational Health Psychology, 15, 468-481.
130. Sliter, M., Sliter, K., & Jex, S. (2012). The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance. Journal of Organizational Behavior, 33, 121-139.
131. Sliter, M. T., Pui, S. Y., Sliter, K. A., & Jex, S. M. (2011). The differential effects of interpersonal conflict from customers and coworkers: Trait anger as a moderator. Journal of Occupational Health Psychology, 16, 424-440.
132. Smith, C. A., Organ, D. W., & Near, J. P. (1983). Organizational citizenship behavior: Its nature and antecedents. Journal of Applied Psychology, 68, 653-663.
133. Smith, J. M., & Alloy, L. B. (2009). A roadmap to rumination: A review of the definition, assessment, and conceptualization of this multifaceted construct. Clinical Psychology Review, 29, 116-128.
134. Spencer, S., & Rupp, D. E. (2009). Angry, guilty, and conflicted: Injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms. Journal of Applied Psychology, 94, 429-444.
135. Stock, R. M., & Bednarek, M. (2014). As they sow, so shall they reap: Customers' influence on customer satisfaction at the customer interface. Journal of the Academy of Marketing Science, 42, 400-414.
136. Stoverink, A. C., Umphress, E. E., Gardner, R. G., & Miner, K. N. (2014). Misery loves company: Team dissonance and the influence of supervisor-focused interpersonal justice climate on team cohesiveness. Journal of Applied Psychology. Advance online publication.
137. Tan, H. H., Der Foo, M., & Kwek, M. H. (2004). The effects of customer personality traits on the display of positive emotions. Academy of Management Journal, 47, 287-296.
138. Taylor, S. G., Bedeian, A. G., Cole, M. S., & Zhang, Z. (2014). Developing and testing a dynamic model of workplace incivility change. Journal of Management. Advance online publication.
139. Tesluk, P. E., & Jacobs, R. R. (1998). Toward an integrated model of work experience. Personnel Psychology, 51, 321-355.
140. Teuchmann, K., Totterdell, P., & Parker, S. K. (1999). Rushed, unhappy, and drained: An experience sampling study of relations between time pressure, perceived control, mood, and emotional exhaustion in a group of accountants. Journal of Occupational Health Psychology, 4, 37-54.
141. Thakor, M. V., & Joshi, A. W. (2005). Motivating salesperson customer orientation: Insights from the job characteristics model. Journal of Business Research, 58, 584-592.
142. Totterdell, P., & Holman, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labor. Journal of Occupational Health Psychology, 8, 55-73.
143. Totterdell, P., Wood, S., & Wall, T. (2006). An intra-individual test of the demands-control model: A weekly diary study of psychological strain in portfolio workers. Journal of Occupational and Organizational Psychology, 79, 63-84.
144. Vancouver, J. B. (2000). Self-regulation in organizational settings: A tale of two paradigms. In M. Boekaerts, P. R. Pintrich, & M. Zeidner (Eds.), Handbook of self-regulation (pp. 303-341). San Diego, CA: Academic Press.
145. van Jaarsveld, D. D., Walker, D. D., & Skarlicki, D. P. (2010). The role of job demands and emotional exhaustion in the relationship between customer and employee incivility. Journal of Management, 36, 1486-1504.
146. Van Kleef, G. A., Homan, A. C., & Cheshin, A. (2012). Emotional influence at work: Take it EASI. Organizational Psychology Review, 2, 311-339.
147. Vohs, K. D., & Heatherton, T. F. (2000). Self-regulatory failure: A resource-depletion approach. Psychological Science, 11, 249-254.
148. Volmer, J., Binnewies, C., Sonnentag, S., & Niessen, C. (2012). Do social conflicts with customers at work encroach upon our private lives? A diary study. Journal of Occupational Health Psychology, 17, 304-315.
149. Walker, D. D., van Jaarsveld, D. D., & Skarlicki, D. P. (2014). Exploring the effects of individual customer incivility encounters on employee incivility: The moderating roles of entity (in) civility and negative affectivity. Journal of Applied Psychology, 99, 151-161.
150. Walsh, G. (2011). Unfriendly customers as a social stressor: An indirect antecedent of service employees' quitting intention. European Management Journal, 29, 67-78.
151. 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, 312-334.
152. Wang, M., Liu, S., Liao, H., Gong, Y., Kammeyer-Mueller, J., & Shi, J. (2013). Can't get it out of my mind: Employee rumination after customer mistreatment and negative mood in the next morning. Journal of Applied Psychology, 98, 989-1004.
153. Wang, M., Sinclair, R., & Deese, M. N. (2010). Understanding the causes of destructive leadership behavior: A dual-process model. In B. Schyns & T. Hansbrough (Eds.), When leadership goes wrong: Destructive leadership, mistakes, and ethical failures (pp. 73-97). Charlotte, NC: Information Age Publishing.
154. Wegge, J., Van Dick, R., & Von Bernstorff, C. (2010). Emotional dissonance in call centre work. Journal of Managerial Psychology, 25, 596-619.
155. Wegge, J., Vogt, J., & Wecking, C. (2007). Customer-induced stress in call centre work: A comparison of audio-and videoconference. Journal of Occupational and Organizational Psychology, 80, 693-712.
156. Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work. In B. M. Staw & L. L. Cummings (Eds.), Research in organizational behavior (Vol. 18, pp. 1-74). San Francisco, CA: JAI Press.
157. Weiss, H. M., Suckow, K., & Cropanzano, R. (1999). Effects of justice conditions on discrete emotions. Journal of Applied Psychology, 84, 786-794.
158. Wilson, N. L., & Holmvall, C. M. (2013). The development and validation of the incivility from customers scale. Journal of Occupational Health Psychology, 18, 310-326.
159. Winstanley, S., & Whittington, R. (2002). Anxiety, burnout and coping styles in general hospital staff exposed to workplace aggression: A cyclical model of burnout and vulnerability to aggression. Work & Stress, 16, 302-315.
160. 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.
161. Zhan, Y., Wang, M., & Shi, J. (2013). Lagged influences of customer mistreatment on employee mood: Moderating roles of maladaptive emotion regulation strategies. Research on Emotion in Organizations, 9, 203-224.