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Frontline service employees are often subjected to customer mistreatment and considerable studies have tested outcomes of customer mistreatment. However, the importance of its antecedents is particularly underestimated. This meta-analytic paper aims to develop an overarching framework that identifies the antecedents of customer mistreatment as well as potential boundary conditions to account for observed variations reported in extant studies.

Comprehensive electronic and manual searches were performed to retrieve relevant studies on customer mistreatment, which yielded 125 articles, including 141 independent samples. Altogether, these studies included 40,151 participants. The data were analyzed through random-effect meta-analytic methods in R using the psychmeta package.

Three types of antecedents were identified. In particular, regarding employees’ demographic characteristics, age was found to be negatively correlated with customer mistreatment. Employees’ personality traits such as agreeableness, conscientiousness, positive affectivity, emotion regulation ability and self-efficacy were found to be negatively correlated with customer mistreatment, while neuroticism and negative affectivity were positively correlated with customer mistreatment. In terms of contextual factors, perceived social support and service climate were negatively related to customer mistreatment, whereas job demands were positively related to customer mistreatment. Moreover, the power distance culture and types of service industries moderated some relationships.

This meta-analytic research, drawing upon the perpetrator predation framework, proposed a new and comprehensive framework to explain why customer mistreatment occurs. It not only promoted the advancement of literature on customer mistreatment but also provided effective and targeted guidance for helping frontline service employees reduce such negative experience.

This study aims to examine the antecedents of career decision self-efficacy (CDSE) and provide a comprehensive understanding of the factors that influence this critical construct in career development and decision-making.

This study employed a meta-analysis of 43 independent studies, comprising 90 correlations and 17,143 participants. The Hunter-Schmidt method meta-analysis was used to analyze the data and identify the factors associated with CDSE. Random-effect meta-regression analysis was applied to detect the potential moderators.

The study found that CDSE is positively associated with social support (ρ = 0.41), age (ρ = 0.05), agreeableness (ρ = 0.23), conscientiousness (ρ = 0.48), emotional intelligence (ρ = 0.48), extraversion (ρ = 0.41), openness (ρ = 0.35) and proactive personality (ρ = 0.68), while negatively related to neuroticism (ρ = −0.33). Furthermore, the results indicate that sample gender (%female) and mean age partially moderate the relationship between CDSE and age, core-self evaluations and neuroticism.

In this study, the authors have contributed significantly to the existing research on CDSE antecedents by conducting a thorough analysis of the various factors associated with this critical construct. The findings offer an accurate understanding of the factors that influence CDSE, and this paper's moderation analysis sheds light on the boundary conditions in the CDSE literature. Moreover, this research has practical implications for practitioners such as teachers, parents and career counselors. By leveraging the insights gained from this study, practitioners can provide more effective career support and intervention to young people, which can help increase their CDSE and improve their overall career development and well-being.

Self-report questionnaires are the predominant method used in human resource management (HRM) research to assess employees’ work-related psychological constructs (e.g., processes, states, and attributes). However, this method is associated with significant shortcomings, including the introduction of self-serving bias and common method variance when used exclusively. In this chapter, the authors challenge the assumption that individuals themselves are the only accurate source of the self-focused information collected in HRM research. Instead, the authors propose that other-ratings – ratings of a target individual that are provided by a workplace observer, such as a coworker, supervisor, or subordinate – can accurately assess commonly measured work-related psychological constructs. The authors begin by explaining the advantages of other-ratings for HRM research and practice, reviewing the history of other-ratings and how they emerged in the personality and person-perception literature, and outlining how they have been used in HRM research to date. Then, the authors build upon Funder’s (1995) realistic accuracy model to develop a theoretical argument detailing why workplace others should be able to accurately judge how another employee thinks and feels about work. Next, the authors highlight existing evidence in the literature on the accuracy of other-ratings and present the results of a preliminary meta-analysis on the ability of other-ratings to predict self-ratings of work-related psychological constructs. Finally, the authors discuss potential moderators of other-rating accuracy and reflect on a number of practical considerations for researchers looking to use other-ratings in their own work. The authors intend for this chapter to meaningfully contribute to the larger conversation on HRM research methods. Other-ratings are a simple, yet powerful, addition to the methodological toolkit of HRM researchers that can increase flexibility in research design and improve the overall quality of research.

Given its importance, career optimism (CO) has drawn much attention from researchers. Fruitful evidence has been accumulated; unfortunately, a quantitative review is still lacking, which would limit the continuous development of this field. To address this, this paper uses the meta-analysis technology to evaluate the links between CO and its antecedents and outcomes.

This study used Hunter–Schmidt method random effect meta-analysis technology to systematically evaluate the true score correlations between CO and its antecedents and outcomes.

Among the CO antecedents, this study found significant links between CO and agreeableness (ρ = 0.11), career adaptability (ρ = 0.55), career knowledge (ρ = 0.43), career decision self-efficacy (ρ = 0.52), social support (ρ = 0.30), conscientiousness (ρ = 0.54), extraversion (ρ = 0.38), gender (ρ = 0.07), GPA (ρ = 0.11), neuroticism (ρ = −0.42), and openness (ρ = 0.27). Moreover, among the CO outcomes, significant links have been found between CO and academic satisfaction (ρ = 0.43), career choice satisfaction (ρ = 0.44), career decisiveness (ρ = 0.37), depersonalization (ρ = −0.48), and emotional exhaustion (ρ = −0.59).

By conducting the first meta-analysis of CO, our study contributes to the CO literature. Additionally, our study increases the knowledge of CO, which would help leaders in the school or workplace to understand the significance of CO better and thereby take actions to intervene and increase students or employees' CO.

The purpose of this paper is to provide a comprehensive meta-analytic examination of the relationship between employee age and customer mistreatment. Drawing on socioemotional selectivity theory and taking the cross-cultural and cross-sectoral differences into account and making the country-level and occupation-level comparisons possible for uncovering when age matters, the role of employee age on decreasing customer mistreatment is examined.

The data comprises of 103 independent samples collected from 48,067 frontline employees. Random effects individual correction meta-analysis procedure is used to aggregate correlation coefficients and correct them for sampling, measurement and range restriction errors. Meta-regression is used for examining the impact of key moderators.

Results consistently show that frontline employee exposure to customer mistreatment is decreased with age. Regarding national differences, negative associations are stronger in low power distance countries. Age has more potential to provide high-quality relations with customers in healthcare, banking, compared to call centers and hospitality sectors.

Healthy customer relations with fewer customer mistreatments come with employee age. However, results warn service managers about cultural and industry-related boundary conditions such as power distance and service orientation expectations.

This study is the first meta-analysis on the relationship between two contemporary challenges in organizational frontlines: the aging workforce and customer mistreatment. By conducting comprehensive data collection and analyses, this study concludes that older employees, especially in low power distance cultures, bring wisdom to service environments.

This paper aims to provide and meta-analytically investigate a theoretical framework of work–nonwork conflict and its antecedents and outcomes in hospitality management.

This paper adopts the psychometric meta-analytical methods and meta-structural equation modeling methods to synthesize the relationships between work-to-nonwork conflict (WNC) and nonwork-to-work conflict (NWC) and its antecedents and outcomes.

WNC and NWC are found to be correlated with antecedents including social support; positive affectivity and negative affectivity; work characteristics; and outcomes including job-related well-being, life-related well-being, burnout, performance and turnover intentions.

This paper is the very first meta-analysis in International Journal of Contemporary Hospitality Management. It is also the first meta-analysis on the relationship between overall work–nonwork conflict and its antecedents and outcomes in hospitality and tourism.