Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model

Research in Occupational Stress and Well-being, Page 33-79. 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.
Source: Research in Occupational Stress and Well Being - Category: Occupational Health Source Type: research