The impact of customer misbehavior on frontline employees’ work–family conflict and withdrawal behaviors
Xinyuan (Roy) Zhao,
Fujin Wang,
Anna S. Mattila
et al.
Abstract:Purpose
Customer misbehavior has a negative impact on frontline employees. However, the underlying mechanisms from customer misbehavior to employees’ negative outcomes need to be further unfolded and examined. This study aims to propose that employees’ affective rumination and problem-solving pondering could be the explanatory processes of customer misbehavior influencing employee attitudes in which coworker support could be a moderator.
Design/methodology/approach
A mixed-method approach was designed to tes… Show more
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