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Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model

Mistreatment in Organizations

ISBN: 978-1-78560-117-0, eISBN: 978-1-78560-116-3

Publication date: 2 June 2015

Abstract

In this chapter, we summarize and build on the current state of the customer mistreatment literature in an effort to further future research on this topic. First, we detail the four primary conceptualizations of customer mistreatment. Second, we present a multilevel model of customer mistreatment, which distinguishes between the unfolding processes at the individual employee level and the service encounter level. In particular, we consider the antecedents and outcomes unique to each level of analysis as well as mediators and moderators. Finally, we discuss important methodological concerns and recommendations for future research.

Keywords

Citation

Koopmann, J., Wang, M., Liu, Y. and Song, Y. (2015), "Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model", Mistreatment in Organizations (Research in Occupational Stress and Well Being, Vol. 13), Emerald Group Publishing Limited, Leeds, pp. 33-79. https://doi.org/10.1108/S1479-355520150000013002

Publisher

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Emerald Group Publishing Limited

Copyright © 2015 Emerald Group Publishing Limited