Conceptualizing employees' behavioral pattern changes by experiencing customer mistreatment: Integrating moral self-regulation and dual process model perspectives
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引用次数: 0
Abstract
This conceptual paper has two aims. The first is to explain how frontline employees' workplace sabotage initially occurs when frontline employees experience perceived mistreatment from customers. Moral outrage arises among frontline employees and mediates the relationship between customer mistreatment and workplace sabotage. The second aim is to address changes in frontline employees' behavioral patterns during working hours. Initial negative workplace behaviors (workplace sabotage) are more likely to shift to good behavior (organizational citizenship behavior toward customer; OCB-customer) due to a need for moral cleansing, but will eventually revert to negative behaviors (additional workplace sabotage) as continuous customer mistreatment increases stress. To understand this process, moral-self regulation theory and the dual process model are introduced to support the conceptual model. Implications and future research directions are also discussed.
期刊介绍:
The Canadian Journal of Administrative Sciences (CJAS) is a multidisciplinary, peer-reviewed, international quarterly that publishes manuscripts with a strong theoretical foundation. The journal welcomes literature reviews, quantitative and qualitative studies as well as conceptual pieces. CJAS is an ISI-listed journal that publishes papers in all key disciplines of business. CJAS is a particularly suitable home for manuscripts of a crossdisciplinary nature. All papers must state in an explicit and compelling way their unique contribution to advancing theory and/or practice in the administrative sciences.