客户不当对待的反应和潜在机制：一项综合综述

IF 3.9 1区心理学 Q2 MANAGEMENT

Organizational Psychology Review Pub Date : 2023-05-24 DOI:10.1177/20413866231177682

Neha Bellamkonda, R. Sheel

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引用次数: 0

摘要

服务部门的员工在与客户的互动中经常遇到不公平待遇。服务互动中的虐待在严重程度和强度上各不相同，从不礼貌到欺凌。然而，目前在这一领域的评论只关注虐待的某些方面，而不是将客户虐待视为一种包含广泛行为的整体现象。本综述提供了一个专题综合的文献对员工的客户虐待的结果，确定这些关系的边界条件，并解释了潜在的机制。该综述通过提供一个概念框架来解释对虐待的反应如何导致各种员工结果，从而推进了客户虐待文献。此外，通过组织客户虐待文献并为未来的研究提供议程，该综述突出了现有文献中重要的方法问题和差距。

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Reactions and Underlying Mechanisms of Customer Mistreatment: An Integrative Review

Service sector employees often deal with mistreatment in their interactions with the customers. Mistreatment during the service interaction varies in severity and intensity ranging from incivility to bullying. However, the current reviews in this domain focus only on certain aspects of mistreatment, rather than looking at customer mistreatment as a holistic phenomenon encompassing a wide range of behaviors. This review provides a thematic synthesis of the literature on customer mistreatment outcomes on employees, identifies boundary conditions of these relationships as well as explains the underlying mechanisms. The review advances the customer mistreatment literature by providing a conceptual framework to explain how reactions towards mistreatment lead to various employee outcomes. Further, the review highlights significant methodological issues and gaps in the existing literature by organizing the customer mistreatment literature and providing agendas for future research.

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来源期刊

Organizational Psychology Review Multiple-

CiteScore

10.00

自引率

1.60%

发文量

期刊介绍： Organizational Psychology Review is a quarterly, peer-reviewed scholarly journal published by SAGE in partnership with the European Association of Work and Organizational Psychology. Organizational Psychology Review’s unique aim is to publish original conceptual work and meta-analyses in the field of organizational psychology (broadly defined to include applied psychology, industrial psychology, occupational psychology, organizational behavior, personnel psychology, and work psychology).Articles accepted for publication in Organizational Psychology Review will have the potential to have a major impact on research and practice in organizational psychology. They will offer analyses worth citing, worth following up on in primary research, and worth considering as a basis for applied managerial practice. As such, these should be contributions that move beyond straight forward reviews of the existing literature by developing new theory and insights. At the same time, however, they should be well-grounded in the state of the art and the empirical knowledge base, providing a good mix of a firm empirical and theoretical basis and exciting new ideas.