“…Exposure to customer mistreatment over time can harm employees by increasing exhaustion, burnout, and strain (Dormann & Zapf, 2004;Goldberg & Grandey, 2007;Goussinsky, 2011;Harris & Reynolds, 2003). Customer mistreatment can also harm organizational performance as employees subject to chronic mistreatment engage in counterproductive workplace behaviors (Ho & Gupta, 2014), withdraw helping (Shao & Skarlicki, 2014), and withdraw from the organization (Sliter, Sliter, & Jex, 2012). Evidence indicates that some of these consequences may, in part, arise from the experience of negative feelings generated by mistreatment (Rupp, Silke, Spencer, & Sonntag, 2008;Yang & Diefendorff, 2009).…”