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

CORC > 北京大学 > 心理与认知科学学院

	DAILY CUSTOMER MISTREATMENT AND EMPLOYEE SABOTAGE AGAINST CUSTOMERS: EXAMINING EMOTION AND RESOURCE PERSPECTIVES
	Wang, Mo ; Liao, Hut ; Zhan, Yujie ; Shi, Junqi
刊名	academy of management journal
	2011
关键词	COUNTERPRODUCTIVE WORK BEHAVIORS ORGANIZATIONAL JUSTICE EXCHANGE RELATIONSHIPS NEGATIVE AFFECTIVITY SERVICE ENCOUNTER DISCRETE EMOTIONS LIMITED RESOURCE SOCIAL-EXCHANGE JOB-PERFORMANCE MODERATING ROLE
英文摘要	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.; http://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000290740100006&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=8e1609b174ce4e31116a60747a720701 ; Business; Management; SSCI; 92; ARTICLE; 2; 312-334; 54
语种	英语
内容类型	期刊论文
源URL	[http://ir.pku.edu.cn/handle/20.500.11897/407165]
专题	心理与认知科学学院
推荐引用方式 GB/T 7714	Wang, Mo,Liao, Hut,Zhan, Yujie,et al. DAILY CUSTOMER MISTREATMENT AND EMPLOYEE SABOTAGE AGAINST CUSTOMERS: EXAMINING EMOTION AND RESOURCE PERSPECTIVES[J]. academy of management journal,2011.
APA	Wang, Mo,Liao, Hut,Zhan, Yujie,&Shi, Junqi.(2011).DAILY CUSTOMER MISTREATMENT AND EMPLOYEE SABOTAGE AGAINST CUSTOMERS: EXAMINING EMOTION AND RESOURCE PERSPECTIVES.academy of management journal.
MLA	Wang, Mo,et al."DAILY CUSTOMER MISTREATMENT AND EMPLOYEE SABOTAGE AGAINST CUSTOMERS: EXAMINING EMOTION AND RESOURCE PERSPECTIVES".academy of management journal (2011).