Influence of meaningfulness of work and leadership characteristics on customer-directed counterproductive work behavior resulting from customer mistreatment.
{"title":"Influence of meaningfulness of work and leadership characteristics on customer-directed counterproductive work behavior resulting from customer mistreatment.","authors":"Cynthia Atamba, Qingxiong Derek Weng, Hussain Tariq, Anastasiia Popelnukha, Yan Qi","doi":"10.1080/00224545.2024.2361748","DOIUrl":null,"url":null,"abstract":"<p><p>This study explored the impact of customer mistreatment on counterproductive work behavior (CWB) and the moderating role of supervisor responses (self-sacrificial and self-serving leadership) to clarify why customer-directed CWB occurs and how it can be reduced. A sample of 392 customer-facing employees in the USA completed measures assessing the meaningfulness of work and self-sacrificial and self-serving leadership experiences. The meaningfulness of work moderated the relationship between customer mistreatment and employee anger, and a three-way interaction was found between employee anger and self-sacrificial and self-serving leadership on customer-directed CWB. Implications for managing customer mistreatment and fostering meaningful work to promote employee well-being are discussed.</p>","PeriodicalId":48205,"journal":{"name":"Journal of Social Psychology","volume":null,"pages":null},"PeriodicalIF":1.8000,"publicationDate":"2024-06-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Social Psychology","FirstCategoryId":"102","ListUrlMain":"https://doi.org/10.1080/00224545.2024.2361748","RegionNum":3,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"PSYCHOLOGY, SOCIAL","Score":null,"Total":0}
引用次数: 0
Abstract
This study explored the impact of customer mistreatment on counterproductive work behavior (CWB) and the moderating role of supervisor responses (self-sacrificial and self-serving leadership) to clarify why customer-directed CWB occurs and how it can be reduced. A sample of 392 customer-facing employees in the USA completed measures assessing the meaningfulness of work and self-sacrificial and self-serving leadership experiences. The meaningfulness of work moderated the relationship between customer mistreatment and employee anger, and a three-way interaction was found between employee anger and self-sacrificial and self-serving leadership on customer-directed CWB. Implications for managing customer mistreatment and fostering meaningful work to promote employee well-being are discussed.
期刊介绍：
Since John Dewey and Carl Murchison founded it in 1929, The Journal of Social Psychology has published original empirical research in all areas of basic and applied social psychology. Most articles report laboratory or field research in core areas of social and organizational psychology including the self, attribution theory, attitudes, social influence, consumer behavior, decision making, groups and teams, sterotypes and discrimination, interpersonal attraction, prosocial behavior, aggression, organizational behavior, leadership, and cross-cultural studies. Academic experts review all articles to ensure that they meet high standards.
求助内容：
应助结果提醒方式：
京公网安备 11010802042870号
