TY  - CHAP
AB  - 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.
VL  - 9
SN  - 978-1-78190-889-1, 978-1-78190-888-4/1746-9791
DO  - 10.1108/S1746-9791(2013)0000009014
UR  - https://doi.org/10.1108/S1746-9791(2013)0000009014
AU  - Zhan Yujie
AU  - Wang Mo
AU  - Shi Junqi
PY  - 2014
Y1  - 2014/01/01
TI  - Lagged Influences of Customer Mistreatment on Employee Mood: Moderating Roles of Maladaptive Emotion Regulation Strategies
T2  - Individual Sources, Dynamics, and Expressions of Emotion
T3  - Research on Emotion in Organizations
PB  - Emerald Group Publishing Limited
SP  - 203
EP  - 224
Y2  - 2024/04/24
ER  -