Beyond tit-for-tat: Theorizing divergent employee reactions to customer mistreatment

Journal article


Amarnani, Rajiv, Bordia, Prashant and Restubog, Simon Lloyd D.. (2019). Beyond tit-for-tat: Theorizing divergent employee reactions to customer mistreatment. Group and Organization Management. 44(4), pp. 687 - 717. https://doi.org/10.1177/1059601118755239
AuthorsAmarnani, Rajiv, Bordia, Prashant and Restubog, Simon Lloyd D.
Abstract

Customer mistreatment is a ubiquitous and pernicious form of interpersonal mistreatment leveled by customers against employees. Service workers’ reactions to customer mistreatment have been traditionally viewed as tit-for-tat reactions in which service workers respond to customers’ aggression with retaliation in kind. However, this tit-for-tat account does not capture the broad range of possible service worker responses to customer misbehavior. We build the case for self-esteem threat as an overarching framework for divergent employee reactions to customer mistreatment, and explain how service workers’ behavioral reactions and emotional labor may systematically vary according to where service workers stake their self-esteem—in performance, in others’ approval, or in status—using contingencies of self-worth theory. Other features of the self-concept are identified as boundary conditions of the process.

Keywordscustomer mistreatment; contingencies of self-worth; incivility; self-concept; self-esteem threat; service work
Year2019
JournalGroup and Organization Management
Journal citation44 (4), pp. 687 - 717
PublisherSage Publications Ltd.
ISSN1059-6011
Digital Object Identifier (DOI)https://doi.org/10.1177/1059601118755239
Scopus EID2-s2.0-85041392301
Page range687 - 717
Research GroupPeter Faber Business School
Publisher's version
File Access Level
Controlled
Place of publicationUnited States of America
Permalink -

https://acuresearchbank.acu.edu.au/item/8qyz6/beyond-tit-for-tat-theorizing-divergent-employee-reactions-to-customer-mistreatment

Restricted files

Publisher's version

  • 94
    total views
  • 0
    total downloads
  • 1
    views this month
  • 0
    downloads this month
These values are for the period from 19th October 2020, when this repository was created.

Export as

Related outputs

Age as double-edged sword among victims of customer mistreatment : A self-esteem threat perspective
Amarnani, Rajiv, Restubog, Lloyd D., Bordia, Prashant and Abbasi, Ayeesha A.. (2019). Age as double-edged sword among victims of customer mistreatment : A self-esteem threat perspective. Human Resource Management. 58(3), pp. 285-299. https://doi.org/10.1002/hrm.21949
Laughter is (powerful) medicine : The effects of humor exposure on the well-being of victims of aggression
Cheng, David, Amarnani, Rajiv, Le, Tiffany and Restubog, Simon. (2019). Laughter is (powerful) medicine : The effects of humor exposure on the well-being of victims of aggression. Journal of Business and Psychology. 34(3), pp. 289-402. https://doi.org/10.1007/s10869-018-9548-7
Attributions of blame for customer mistreatment : Implications for employees’ service performance and customers’ negative word of mouth
Garcia, Patrick Raymund James M., Restubog, Simon Lloyd D., Lu, Vinh Nhat, Amarnani, Rajiv K., Wang, Lu and Capezio, Alessandra. (2019). Attributions of blame for customer mistreatment : Implications for employees’ service performance and customers’ negative word of mouth. Journal of Vocational Behavior. 110, pp. 203-213. https://doi.org/10.1016/j.jvb.2018.12.001
Dualistic passion for work and its impact on career outcomes: Scale validation and nomological network
Lajom, Jennifer Ann, Amarnani, Rajiv, Restubog, Simon Lloyd D., Bordia, Prashant and Tang, Robert L.. (2018). Dualistic passion for work and its impact on career outcomes: Scale validation and nomological network. Journal of Career Assessment. 26(4), pp. 631 - 648. https://doi.org/10.1177/1069072717723096
Categories of illustrated problems for training children in inductive reasoning
Reyes, Melissa Lopez and Amarnani, Rajiv K.. (2016). Categories of illustrated problems for training children in inductive reasoning. Asia-Pacific Education Researcher. 25(2), pp. 239 - 250. https://doi.org/10.1007/s40299-015-0257-y
Do you think i'm worth it? The self-verifying role of parental engagement in career adaptability and career persistence among STEM students
Amarnani, Rajiv K., Garcia, Patrick Raymund James M., Restubog, Simon Lloyd D., Bordia, Prashant and Bordia, Sarbari. (2016). Do you think i'm worth it? The self-verifying role of parental engagement in career adaptability and career persistence among STEM students. Journal of Career Assessment. https://doi.org/10.1177/1069072716679925
Categories of illustrated problems for training children in inductive reasoning
Reyes, Melissa Lopez and Amarnani, Rajiv K.. (2016). Categories of illustrated problems for training children in inductive reasoning. Asia-Pacific Education Researcher. 25(2), pp. 239 - 250. https://doi.org/10.1007/s40299-015-0257-y
Misbehaving customers: Understanding and managing customer injustice in service organizations
Van Jaarsveld, Danielle D., Restubog, Simon Lloyd D., Walker, David D. and Amarnani, Rajiv K.. (2015). Misbehaving customers: Understanding and managing customer injustice in service organizations. Organizational Dynamics. 44(1), pp. 273 - 280. https://doi.org/10.1016/j.orgdyn.2015.09.004
Yielding to (cyber)-temptation: Exploring the buffering role of self-control in the relationship between organizational justice and cyberloafing behavior in the workplace
Restubog, Simon Lloyd D., Garcia, Patrick Raymund J. M., Toledano, Lemuel S., Amarnani, Rajiv, Tolentino, Laramie R. and Tang, Robert L.. (2011). Yielding to (cyber)-temptation: Exploring the buffering role of self-control in the relationship between organizational justice and cyberloafing behavior in the workplace. Journal of Research in Personality. https://doi.org/10.1016/j.jrp.2011.01.006