A dual-pathway model for examining the effects of customer mistreatment on an employee's customer-directed counterproductive work behavior: can job autonomy make a difference?

Abstract

PurposeThis research examined how customer mistreatment activates individual customer-directed counterproductive work behavior (CWBC) by investigating the mediating roles of negative work reflection and negative affect. It also explored whether job autonomy buffers the negative impact of customer mistreatment on CWBC.Design/methodology/approachThe authors tested their predictions using an experience-sample method with a sample of data from 79 service workers across eight days. A multilevel structural equation model was used to test the hypotheses.FindingsThe authors found that negative work reflection and negative affect mediated the association between customer mistreatment and CWBC. In addition, job autonomy moderated the indirect impact of daily customer mistreatment on employees' CWBC through negative work reflection and negative affect.Research limitations/implicationsThere are some concerns about a common method because all of the study variables were self-reported. Moreover, the study sample consisted of participants recruited exclusively from China, thus limiting this research's generality.Practical implicationsTo eliminate the detrimental impact of customer mistreatment, supervisors can strive to improve the autonomy of those who interact with customers frequently to reduce their CWBC.Originality/valueThis study offers an integrative view to explain why service workers engage in CWBC when suffering customer mistreatment by testing the mediating mechanisms of negative reflection and negative affect in the association between daily customer mistreatment and CWBC. Second, the authors have broadened the study of customer mistreatment by introducing job autonomy as a critical condition, eliminating the indirect association between customer mistreatment and CWBC.

A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes

“…Park and Kim (2019) demonstrated that customer mistreatment received during the workday is positively related to negative affect at the end of work. Likewise, Lu et al. (2023) also found a significant and positive relationship between daily experiences of customer mistreatment and negative affect in the evening.…”

Reactions and underlying mechanisms of customer mistreatment: An integrative review

“…Recently, Lu et al (2023) in their multi-time-lagged diary study, examine the mediating role of employees’ negative work reflection between customer mistreatment and customer-directed counterproductive work behaviors. Negative work reflection is the individual's unintentional thoughts about the negative facets of work such as negative work events (Fritz & Sonnentag, 2006).…”