Lagged Influences of Customer Mistreatment on Employee Mood: Moderating Roles of Maladaptive Emotion Regulation Strategies

Abstract

Drawing on affect-based mechanisms, this chapter describes two forms of customer mistreatment, aggressive and demanding mistreatment. Tests are conducted of their lagged effects in predicting within-person fluctuation of employees’ negative mood, as well as the moderating roles of employees’ emotion regulation after work (i.e., rumination and social sharing). 1,185 daily surveys were collected from 149 Chinese customer service representatives from a call center for eight weekdays. Results supported the main effects of both forms of customer mistreatment and partly supported the moderating roles of rumination in strengthening the impacts of customer mistreatment. Implications and limitations are discussed.

Citation

Zhan, Y., Wang, M. and Shi, J. (2014), "Lagged Influences of Customer Mistreatment on Employee Mood: Moderating Roles of Maladaptive Emotion Regulation Strategies", Individual Sources, Dynamics, and Expressions of Emotion (Research on Emotion in Organizations, Vol. 9), Emerald Group Publishing Limited, Leeds, pp. 203-224. https://doi.org/10.1108/S1746-9791(2013)0000009014