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Book part
Publication date: 2 June 2015

Jaclyn Koopmann, Mo Wang, Yihao Liu and Yifan Song

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…

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.

Book part
Publication date: 10 October 2022

Nicolina Taylor, Esther L. Jean and Wayne S. Crawford

Occupational stress is common in the workplace and leads to various negative outcomes such as burnout, turnover, and medical problems. Although occupational stress is associated

Abstract

Occupational stress is common in the workplace and leads to various negative outcomes such as burnout, turnover, and medical problems. Although occupational stress is associated with negative connotations, it also can foster workplace resiliency. Workplace resiliency involves the ability to recover quickly in the face of adversity. Emotionally laborious jobs, or jobs in which employees must modify, manage, or regulate their emotions as part of their work role, are inherently stressful. Thus, such jobs, while stress-inducing, may also offer employees opportunities to become more resilient at work. Currently, display rules, rules encouraging the suppression and expression of certain emotions, dictate workplace emotions and thus, interactions. Ultimately, display rule adherence makes it difficult for employees engaging in emotional labor to build resilience. In this chapter, the authors detail how and when emotional labor encounters lead to episodic and prolonged workplace resilience. Specifically, the authors outline instances in which employees engaging in emotional labor can create and sustain workplace resiliency by not deploying an acting strategy and instead, breaking character. The authors further discuss individual and organizational factors that may impact this process as well such as personality and organizational culture that serve as potential boundary conditions to workplace resilience capacity. The authors conclude with implications for both researchers and practitioners.

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Examining the Paradox of Occupational Stressors: Building Resilience or Creating Depletion
Type: Book
ISBN: 978-1-80455-086-1

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The Aging Workforce Handbook
Type: Book
ISBN: 978-1-78635-448-8

Book part
Publication date: 1 September 2014

Yujie Zhan, Mo Wang and Junqi Shi

Drawing on affect-based mechanisms, this chapter describes two forms of customer mistreatment, aggressive and demanding mistreatment. Tests are conducted of their lagged effects…

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.

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Individual Sources, Dynamics, and Expressions of Emotion
Type: Book
ISBN: 978-1-78190-889-1

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Book part
Publication date: 24 July 2020

Arieh Riskin, Peter Bamberger, Amir Erez and Aya Zeiger

Incivility is widespread in the workplace and has been shown to have significant affective and behavioral consequences. However, the authors still have a limited understanding as…

Abstract

Incivility is widespread in the workplace and has been shown to have significant affective and behavioral consequences. However, the authors still have a limited understanding as to whether, how and when discrete incivility events impact team performance. Adopting a resource depletion perspective and focusing on the cognitive implications of such events, the authors introduce a multi-level model linking the adverse effects of such events on team members’ working memory – the “workbench” of the cognitive system where most planning, analyses, and management of goals occur – to team effectiveness. The model which the authors develop proposes that that uncivil interpersonal behavior in general, and rudeness – a central manifestation of incivility – in particular, may place a significant drain on individuals’ working memory capacity, affecting team effectiveness via its effects on individual performance and coordination-related team emergent states and action-phase processes. In the context of this model, the authors offer an overarching framework for making sense of disparate findings regarding how, why and when incivility affects performance outcomes at multiple levels. More specifically, the authors use this framework to: (a) suggest how individual-level cognitive impairment and weakened coordinative team processes may mediate these incivility-based effects, and (b) explain how event, context, and individual difference factors moderators may attenuate or exacerbate these cognition-mediated effects.

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Research in Personnel and Human Resources Management
Type: Book
ISBN: 978-1-80043-076-1

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Social Media, Mobile and Cloud Technology Use in Accounting: Value-Analyses in Developing Economies
Type: Book
ISBN: 978-1-83982-161-5

Book part
Publication date: 2 October 2012

Songqi Liu and Mo Wang

In this chapter, we aim to make the following contributions to the perceived overqualification literature. First, we provide an opportunity-based fairness conceptualization of…

Abstract

In this chapter, we aim to make the following contributions to the perceived overqualification literature. First, we provide an opportunity-based fairness conceptualization of perceived overqualification, and differentiate it from other justice constructs. Second, we present a multilevel model of perceived overqualification, which enumerates the antecedents and consequences, and explicates the mediators and moderators of the effect of perceived overqualification. Third, we emphasize the importance of considering methodological issues in future research on overqualification. Finally, we offer specific suggestions in studying applicant overqualification and recruiter perceptions.

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The Role of the Economic Crisis on Occupational Stress and Well Being
Type: Book
ISBN: 978-1-78190-005-5

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Global Talent Management During Times of Uncertainty
Type: Book
ISBN: 978-1-80262-058-0

Book part
Publication date: 16 November 2022

Jacqueline Akhurst, Lindy Wilbraham, Lisa Saville Young and Benita Bobo

As the only research-intensive university in South Africa outside a metropolitan area, Rhodes University’s mission has foregrounded community engagement (CE) for over a decade, in

Abstract

As the only research-intensive university in South Africa outside a metropolitan area, Rhodes University’s mission has foregrounded community engagement (CE) for over a decade, in order to contribute to the development of the surrounding region. This involves building stronger social compacts with community partners through meaningful student engagement in socially accountable ways. In Psychology as a discipline within South Africa, there are strong imperatives for transformation, and decolonization of psychological theory, research, and therapeutic practice require re-examination of curricula, in conjunction with contextual needs for increasing access to psychological assistance. This chapter aims to illustrate ways in which we have worked to translate ideas from the Psychology discipline into CE activities, which in turn has created new knowledge.

Community-based service learning (CBSL) has been embedded into three Psychology Honors-level modules, resonating with the students’ desires to contribute to greater social justice through translating theory into “real world” activities. This research draws from the experiences of the module coordinators (the authors), providing perceptions of coordinating a CBSL module. We assess the contributions and benefits for both students and community partners, also highlighting the challenges encountered. The case studies of modules outline their philosophy, content, and value. Partnership development is described, and students’ reflections on two modules (Community Psychology and Childhood Disability & Mental Health) provide examples of some of their shifts in understanding applied psychology and increased social awareness. The accounts show how students provided assistance and support in their contributions to the different settings. Recommendations are made for enhancing CBSL, including considerations when planning for students, community partners, and faculty staff.

Details

International Case Studies in Service Learning
Type: Book
ISBN: 978-1-80071-193-8

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