1932

Abstract

Customer service is a central feature of the service context. As service research has evolved into a burgeoning multidisciplinary field, management scholars have developed an impressive body of research regarding the antecedents, processes, and outcomes of customer service. We provide an integrative review and synthesis of the literature with a focus on three important and interrelated aspects of customer service that specifically focus on the interpersonal service interaction between employees and customers: () affect in customer service, including emotional labor and emotional contagion processes; () customer mistreatment, the low-quality interpersonal treatment of customers toward service employees; and () customer service behaviors, including customer orientation and service-oriented citizenship behaviors. We review theoretical perspectives for each of these streams of research and summarize the current knowledge regarding empirical findings. We provide a critical assessment of the literature and conclude with a discussion of future research agendas and practical implications for service managers.

Loading

Article metrics loading...

/content/journals/10.1146/annurev-orgpsych-012218-015056
2019-01-21
2024-12-04
Loading full text...

Full text loading...

/deliver/fulltext/orgpsych/6/1/annurev-orgpsych-012218-015056.html?itemId=/content/journals/10.1146/annurev-orgpsych-012218-015056&mimeType=html&fmt=ahah

Literature Cited

  1. Anderson JR 2006. Managing employees in the service sector: a literature review and conceptual development. J. Bus. Psychol. 20:4501–23
    [Google Scholar]
  2. Ashforth BE, Kreiner GE, Clark MA, Fugate M 2007. Normalizing dirty work: managerial tactics for countering occupational taint. Acad. Manag. J. 50:1149–74
    [Google Scholar]
  3. Baranik LE, Wang M, Gong Y, Shi J 2017. Customer mistreatment, employee health, and job performance: cognitive rumination and social sharing as mediating mechanisms. J. Manag. 43:41261–82
    [Google Scholar]
  4. Barger PB, Grandey AA 2006. Service with a smile and encounter satisfaction: emotional contagion and appraisal mechanisms. Acad. Manag. J. 49:61229–38
    [Google Scholar]
  5. Barsade SG 2002. The ripple effect: emotional contagion and its influence on group behavior. Adm. Sci. Q. 47:4644–75
    [Google Scholar]
  6. Barsade SG, Brief AP, Spataro SE 2003. The affective revolution in organizational behavior: the emergence of a paradigm. Organizational Behavior: The State of the Science J Greenberg 3–52 London: Lawrence Erlbaum Assoc, 2nd ed..
    [Google Scholar]
  7. Baumeister RF, Bratslavsky E, Muraven M, Tice DM 1998. Ego depletion: Is the active self a limited resource?. J. Pers. Soc. Psychol. 74:51252
    [Google Scholar]
  8. Beal DJ 2015. ESM 2.0: State of the art and future potential of experience sampling methods in organizational research. Annu. Rev. Organ. Psychol. Organ. Behav. 2:1383–407
    [Google Scholar]
  9. Beaudoin LE, Edgar L 2003. Hassles: their importance to nurses' quality of work life. Nurs. Econ. 21:3106–13
    [Google Scholar]
  10. Benoit S, Scherschel K, Ates Z, Nasr L, Kandampully J 2017. Showcasing the diversity of service research: theories, methods, and success of service articles. J. Serv. Manag. 28:5810–36
    [Google Scholar]
  11. Bettencourt LA, Brown SW 1997. Contact employees: relationships among workplace fairness, job satisfaction and prosocial service behaviors. J. Retailing 73:139–61
    [Google Scholar]
  12. Bettencourt LA, Gwinner KP, Meuter ML 2001. A comparison of attitude, personality, and knowledge predictors of service-oriented organizational citizenship behaviors. J. Appl. Psychol. 86:129–41
    [Google Scholar]
  13. Bies RJ, Moag S 1986. Interactional justice: communication criteria of justice. Res. Negot. Organ. 1:43–55
    [Google Scholar]
  14. Bitner MJ 1995. Building service relationships: It's all about promises. J. Acad. Mark. Sci. 23:246–51
    [Google Scholar]
  15. Bowen DE 2016. The changing role of employees in service theory and practice: an interdisciplinary view. Hum. Resour. Manag. Rev. 26:14–13
    [Google Scholar]
  16. Bowen DE, Schneider B 1988. Services marketing and management-implications for organizational-behavior. Res. Organ. Behav. 10:43–80
    [Google Scholar]
  17. Bowen DE, Schneider B 2014. A service climate synthesis and future research agenda. J. Serv. Res. 17:15–22
    [Google Scholar]
  18. Bowen J 1990. Development of a taxonomy of services to gain strategic marketing insights. J. Acad. Mark. Sci. 18:43–49
    [Google Scholar]
  19. Brief AP, Weiss HM 2002. Organizational behavior: affect in the workplace. Annu. Rev. Psychol. 53:279–307
    [Google Scholar]
  20. Brodie RJ, Hollebeek LD, Jurić B, Ilić A 2011. Customer engagement: conceptual domain, fundamental propositions, and implications for research. J. Rerv. Res. 14:3252–71
    [Google Scholar]
  21. Brown TJ, Mowen JC, Donavan DT, Licata JW 2002. The customer orientation of service workers: personality trait effects on self- and supervisor performance ratings. J. Mark. Res. 39:1110–19
    [Google Scholar]
  22. Central Intelligence Agency. 2017. The World Factbook Washington, DC: US Gov. Print. Off.
    [Google Scholar]
  23. Chang WJA, Huang TC 2011. Customer orientation as a mediator of the influence of locus of control on job performance. Serv. Ind. J. 31:2273–85
    [Google Scholar]
  24. Chau SL, Dahling JJ, Levy PE, Diefendorff JM 2009. A predictive study of emotional labor and turnover. J. Organ. Behav. 30:81151–63
    [Google Scholar]
  25. Chi NW, Yang J, Lin CY 2018. Service workers’ chain reactions to daily customer mistreatment: behavioral linkages, mechanisms, and boundary conditions. J. Occup. Health Psychol. 23:158–70
    [Google Scholar]
  26. Christoforou PS, Ashforth BE 2015. Revisiting the debate on the relationship between display rules and performance: considering the explicitness of display rules. J. Appl. Psychol. 100:1249–61
    [Google Scholar]
  27. Côté S 2005. A social interaction model of the effects of emotion regulation on work strain. Acad. Manag. Rev. 30:509–30
    [Google Scholar]
  28. Côté S, Moskowitz DS 1998. On the dynamic covariation between interpersonal behavior and affect: prediction from neuroticism, extraversion, and agreeableness. J. Pers. Soc. Psychol. 75:41032–46
    [Google Scholar]
  29. Daunt KL, Harris LC 2012. Motives of dysfunctional customer behavior: an empirical study. J. Serv. Mark. 26:4293–308
    [Google Scholar]
  30. Deery S, Rayton B, Walsh J, Kinnie N 2016. The costs of exhibiting organizational citizenship behavior. Hum. Res. Manag. 56:61039–49
    [Google Scholar]
  31. Diefendorff JM, Croyle MH, Gosserand RH 2005. The dimensionality and antecedents of emotional labor strategies. J. Vocat. Behav. 66:2339–57
    [Google Scholar]
  32. Diefendorff JM, Gosserand RH 2003. Understanding the emotional labor process: a control theory perspective. J. Organ. Behav. 24:8945–59
    [Google Scholar]
  33. Diefendorff JM, Richard EM 2003. Antecedents and consequences of emotional display rule perceptions. J. Appl. Psychol. 88:2284
    [Google Scholar]
  34. Di Mascio R 2010. The service models of frontline employees. J. Mark. 74:July63–80
    [Google Scholar]
  35. Dormann C, Zapf D 2004. Customer-related social stressors and burnout. J. Occup. Health Psychol. 9:161–82
    [Google Scholar]
  36. Doucet L 2004. Service provider hostility and service quality. Acad. Manag. J. 47:5761–71
    [Google Scholar]
  37. Edvardsson B, Gustafsson A, Roos I 2005. Service portraits in service research: a critical review. Int. J. Serv. Ind. Manag. 16:1107–21
    [Google Scholar]
  38. Frei RL, McDaniel MA 1998. Validity of customer service measures in personnel selection: a review of criterion and construct evidence. Hum. Perform. 11:11–27
    [Google Scholar]
  39. Gabriel AS, Cheshin A, Moran CM, Van Kleef GA 2016. Enhancing emotional performance and customer service through human resources practices: a systems perspective. Hum. Resour. Manag. Rev. 26:114–24
    [Google Scholar]
  40. Gabriel AS, Diefendorff JM 2015. Emotional labor dynamics: a momentary approach. Acad. Manag. J. 58:61804–25
    [Google Scholar]
  41. George JM, Bettenhausen K 1990. Understanding prosocial behavior, sales performance, and turnover: a group-level analysis in a service context. J. Appl. Psychol. 75:6698–709
    [Google Scholar]
  42. Giardini A, Frese M 2008. Linking service employees' emotional competence to customer satisfaction: a multilevel approach. J. Organ. Behav. 29:2155–70
    [Google Scholar]
  43. Glomb TM, Tews MJ 2004. Emotional labor: a conceptualization and scale development. J. Vocat. Behav. 64:11–23
    [Google Scholar]
  44. Goldberg LS, Grandey AA 2007. Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation. J. Occup. Health Psychol. 12:3301–18
    [Google Scholar]
  45. Goodwin RE, Groth M, Frenkel SJ 2011. Relationships between emotional labor, job performance, and turnover. J. Vocat. Behav. 79:2538–48
    [Google Scholar]
  46. Gosserand RH, Diefendorff JM 2005. Emotional display rules and emotional labor: the moderating role of commitment. J. Appl. Psychol. 90:61256–64
    [Google Scholar]
  47. Grandey AA 2000. Emotional regulation in the workplace: a new way to conceptualize emotional labor. J. Occup. Health Psychol. 5:195–110
    [Google Scholar]
  48. Grandey AA 2003. When “the show must go on”: surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Acad. Manag. J. 46:186–96
    [Google Scholar]
  49. Grandey AA, Dickter DN, Sin HP 2004. The customer is not always right: customer aggression and emotion regulation of service employees. J. Organ. Behav. 25:3397–418
    [Google Scholar]
  50. Grandey AA, Fisk GM, Mattila AS, Jansen KJ, Sideman LA 2005. Is “service with a smile” enough? Authenticity of positive displays during service encounters. Organ. Behav. Hum. Decis. Process. 96:138–55
    [Google Scholar]
  51. Grandey AA, Gabriel AS 2015. Emotional labor at a crossroads: Where do we go from here?. Annu. Rev. Organ. Psychol. Organ. Behav. 2:1323–49
    [Google Scholar]
  52. Grandey AA, Melloy RC 2017. The state of the heart: emotional labor as emotion regulation reviewed and revised. J. Occup. Health Psychol. 22:3407–22
    [Google Scholar]
  53. Greenbaum RL, Quade MJ, Mawritz MB, Kim J, Crosby D 2014. When the customer is unethical: the explanatory role of employee emotional exhaustion onto work-family conflict, relationship conflict with coworkers, and job neglect. J. Appl. Psychol. 99:61188–203
    [Google Scholar]
  54. Gross JJ 1998. Antecedent-and response-focused emotion regulation: divergent consequences for experience, expression, and physiology. J. Per. Soc. Psychol. 74:1224–37
    [Google Scholar]
  55. Gross JJ, John OP 2003. Individual differences in two emotion regulation processes: implications for affect, relationships, and well-being. J. Pers. Soc. Psychol. 85:2348–62
    [Google Scholar]
  56. Groth M 2005. Customers as good soldiers: examining citizenship behaviors in internet service deliveries. J. Manag. 31:17–27
    [Google Scholar]
  57. Groth M, Goodwin RE 2010. Customer service. APA Handbook of Industrial and Organizational Psychology: Maintaining Expanding and Contracting the Organization S Zedeck , Vol. 3329–57 Washington, DC: Am. Psychol. Assoc.
    [Google Scholar]
  58. Groth M, Grandey A 2012. From bad to worse: negative exchange spirals in employee-customer service interactions. Organ. Psychol. Rev. 2:3208–33
    [Google Scholar]
  59. Groth M, Hennig-Thurau T, Walsh G 2009. Customer reactions to emotional labor: the roles of employee acting strategies and customer detection accuracy. Acad. Manag. J. 52:5958–74
    [Google Scholar]
  60. Hareli S, Rafaeli A 2008. Emotion cycles: on the social influence of emotion in organizations. Res. Organ. Behav. 28:35–59
    [Google Scholar]
  61. Harris LC, Daunt K 2013. Managing customer misbehavior: challenges and strategies. J. Serv. Mark. 27:4281–93
    [Google Scholar]
  62. Harris LC, Reynolds KL 2003. The consequences of dysfunctional customer behavior. J. Serv. Res. 6:2144–61
    [Google Scholar]
  63. Hatfield E, Cacioppo JT, Rapson RL 1994. Emotional Contagion New York: Cambridge Univ. Press
    [Google Scholar]
  64. Hennig-Thurau T 2004. Customer orientation of service employees: its impact on customer satisfaction, commitment, and retention. Int. J. Serv. Ind. Manag. 15:5460–78
    [Google Scholar]
  65. Hennig-Thurau T, Groth M, Paul M, Gremler DD 2006. Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. J. Mark. 70:358–73
    [Google Scholar]
  66. Hennig-Thurau T, Thurau C 2003. Customer orientation of service employees—toward a conceptual framework of a key relationship marketing construct. J. Relatsh. Mark. 2:1/223–41
    [Google Scholar]
  67. Hobfoll SE 1989. Conservation of resources: a new attempt at conceptualizing stress. Am. Psychol. 44:3513–24
    [Google Scholar]
  68. Hobfoll SE, Halbesleben J, Neveu JP, Westman M 2018. Conservation of resources in the organizational context: the reality of resources and their consequences. Annu. Rev. Organ. Psychol. Organ. Behav. 5:103–28
    [Google Scholar]
  69. Hochschild AR 1983. The Managed Heart: Commercialization of Human Feeling Berkeley: Univ. Calif. Press
    [Google Scholar]
  70. Hogan J, Hogan R, Busch CM 1984. How to measure service orientation. J. Appl. Psychol. 69:1167–73
    [Google Scholar]
  71. Hui C, Lam SS, Schaubroeck J 2001. Can good citizens lead the way in providing quality service? A field quasi experiment. Acad. Manag. J. 44:5988–95
    [Google Scholar]
  72. Hülsheger UR, Schewe AF 2011. On the costs and benefits of emotional labor: a meta-analysis of three decades of research. J. Occup. Health Psychol. 16:3361–89
    [Google Scholar]
  73. Hunt HK 1993. CSD&CB research suggestions and observations for the 1990s. J. Satis. Dissatis. Complain. Behav. 6:40–42
    [Google Scholar]
  74. Hur WM, Moon T, Jun JK 2016. The effect of workplace incivility on service employee creativity: the mediating role of emotional exhaustion and intrinsic motivation. J. Serv. Mark. 30:3302–15
    [Google Scholar]
  75. Hur WM, Moon TW, Jung YS 2015. Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction. J. Serv. Mark. 29:171–80
    [Google Scholar]
  76. Jain R, Aagja J, Bagdare S 2017. Customer experience—a review and research agenda. J. Serv. Theory Pract. 27:3642–62
    [Google Scholar]
  77. Johns G 2018. Advances in the Treatment of Context in Organizational Research. Annu. Rev. Organ. Psychol. Organ. Behav. 5:121–46
    [Google Scholar]
  78. Kammeyer-Mueller JD, Rubenstein AL, Long DM, Odio MA, Buckman BR 2013. A meta-analytic structural model of dispositional affectivity and emotional labor. Pers. Psychol. 66:47–90
    [Google Scholar]
  79. Koopmann J, Wang M, Liu Y, Song Y 2015. Customer mistreatment: a review of conceptualizations and a multilevel theoretical model. Mistreatment in Organizations P Perrewé, J Halbesleben, C Rose 33–79 Bingley, UK: Emerald Group Publ.
    [Google Scholar]
  80. Liao H, Subramony M 2008. Employee customer orientation in manufacturing organizations: joint influences of customer proximity and the senior leadership team. J. Appl. Psychol. 93:2317–28
    [Google Scholar]
  81. Liu Y, Prati LM, Perrewé PL, Ferris GR 2008. The relationship between emotional resources and emotional labor: an exploratory study. J. Appl. Soc. Psychol. 38:2410–39
    [Google Scholar]
  82. Liu Y, Song Y, Koopmann J, Wang M, Chang CHD, Shi J 2017. Eating your feelings? Testing a model of employees’ work-related stressors, sleep quality, and unhealthy eating. J. Appl. Psychol. 102:81237–58
    [Google Scholar]
  83. McBane DA 1995. Empathy and the salesperson: a multidimensional perspective. Psychol. Mark. 12:349–70
    [Google Scholar]
  84. McColl-Kennedy JR, Patterson PG, Smith AK, Brady MK 2009. Customer rage episodes: emotions, expressions and behaviors. J. Retailing. 85:2222–37
    [Google Scholar]
  85. McIntyre RP, Claxton RP, Anselmi K, Wheatley EW 2000. Cognitive style as an antecedent to adaptiveness, customer orientation, and self-perceived selling performance. J. Bus. Psychol. 15:2179–96
    [Google Scholar]
  86. Morrison EW 1997. Service quality: an organizational citizenship behavior framework. Adv. Manag. Organ. Qual. 2:211–49
    [Google Scholar]
  87. Nguyen H, Groth M, Johnson A 2016. When the going gets tough, the tough keep working: impact of emotional labor on absenteeism. J. Manag. 42:3615–43
    [Google Scholar]
  88. Organ DW 1988. A restatement of the satisfaction-performance hypothesis. J. Manag. 14:4547–57
    [Google Scholar]
  89. Ostrom AL, Parasuraman A, Bowen DE, Patricio L, Voss CA 2015. Service research priorities in a rapidly changing context. J. Serv. Res. 18:2127–59
    [Google Scholar]
  90. Parasuraman A, Zeithaml VA, Berry LL 1988. SERVQUAL: a multiple-item scale for measuring consumer perc. J. Retailing 64:112–41
    [Google Scholar]
  91. Parker SK, Bindl UK, Strauss K 2010. Making things happen: a model of proactive motivation. J. Manag. 36:4827–56
    [Google Scholar]
  92. Poddar A, Madupalli R 2012. Problematic customers and turnover intentions of customer service employees. J. Serv. Mark. 26:7551–59
    [Google Scholar]
  93. Podsakoff NP, Whiting SW, Podsakoff PM, Blume BD 2009. Individual- and organizational-level consequences of organizational citizenship behaviors: a meta-analysis. J. Appl. Psychol. 94:1122–41
    [Google Scholar]
  94. Podsakoff PM, MacKenzie SB 1997. Impact of organizational citizenship behavior on organizational performance: a review and suggestion for future research. Hum. Perform. 10:2133–51
    [Google Scholar]
  95. Pugh SD 2001. Service with a smile: emotional contagion in the service encounter. Acad. Manag. J. 44:1018–27
    [Google Scholar]
  96. Pugh SD, Subramony M 2016. Taking services seriously: new directions in services management theory and research. Hum. Resour. Manag. Rev. 26:11–3
    [Google Scholar]
  97. Rafaeli A, Sutton RI 1987. Expression of emotion as part of the work role. Acad. Manag. Rev. 12:123–37
    [Google Scholar]
  98. Ranjan KR, Sugathan P, Rossmann A 2015. A narrative review and meta-analysis of service interaction quality: new research directions and implications. J. Serv. Mark. 29:13–14
    [Google Scholar]
  99. Rank J, Carsten JM, Unger JM, Spector PE 2007. Proactive customer service performance: relationships with individual, task, and leadership variables. Hum. Perform. 20:4363–90
    [Google Scholar]
  100. Raub S, Liao H 2012. Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance. J. Appl. Psychol. 97:3651–57
    [Google Scholar]
  101. Reb J, Goldman BM, Kray LJ, Cropanzano R 2006. Different wrongs, different remedies? Reactions to organizational remedies after procedural and interactional injustice. Pers. Psychol. 59:131–64
    [Google Scholar]
  102. Richards JM, Gross JJ 1999. Composure at any cost? The cognitive consequences of emotion suppression. Pers. Soc. Psychol. Bull. 25:81033–44
    [Google Scholar]
  103. Richards JM, Gross JJ 2000. Emotion regulation and memory: the cognitive costs of keeping one's cool. J. Pers. Soc. Psychol. 79:3410–24
    [Google Scholar]
  104. Rogelberg SG, Barnes-Farrell JL, Creamer V 1999. Customer service behavior: the interaction of service predisposition and job characteristics. J. Bus. Psychol. 13:3421–35
    [Google Scholar]
  105. Rupp DE, Silke MA, Spencer S, Sonntag K 2008. Customer (In)justice and emotional labor: the role of perspective taking, anger, and emotional regulation. J. Manag. 34:903–24
    [Google Scholar]
  106. Rupp DE, Spencer S 2006. When customers lash out: the effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions. J. Appl. Psychol. 91:4971–78
    [Google Scholar]
  107. Ruud TF, Fiss PC, Ingenbleek PTM 2015. How important is customer orientation for firm performance? A fuzzy set analysis of orientations, strategies and environments. J. Bus. Res. 69:1428–36
    [Google Scholar]
  108. Ryan AM, Ployhart RE 2003.Customer service behavior. In Handbook of Psychology: Industrial and Organizational Psychology, Vol. 12 WC Borman, DR Ilgen, RJ Klimosk 377–397 Hoboken, NJ: Wiley
    [Google Scholar]
  109. Saxe R, Weitz BA 1982. The SOCO scale: a measure of the customer orientation of salespeople. J. Mark. Res. 19:343–51
    [Google Scholar]
  110. Sharma P, Tam JLM, Kim N 2009. Demystifying intercultural service encounters. J. Serv. Res. 12:2227–42
    [Google Scholar]
  111. Skarlicki DP, van Jaarsveld DD, Walker DD 2008. Getting even for customer mistreatment: the role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. J. Appl. Psychol. 93:61335–47
    [Google Scholar]
  112. Sliter M, Jex S, Wolford K, McInnerney J 2010. How rude! Emotional labor as a mediator between customer incivility and employee outcomes. J. Occup. Health Psychol. 15:4468–81
    [Google Scholar]
  113. Sliter M, Jones M 2016. A qualitative and quantitative examination of the antecedents of customer incivility. J. Occup. Health Psychol. 21:2208–19
    [Google Scholar]
  114. Sliter M, Sliter K, Jex S 2011. The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance. J. Organ. Behav. 33:1121–39
    [Google Scholar]
  115. Spencer S, Rupp DE 2009. Angry, guilty, and conflicted: injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms. J. Appl. Psychol. 94:2429–44
    [Google Scholar]
  116. Stock RM, Hoyer WD 2005. An attitude-behavior model of salespeople's customer orientation. J. Acad. Mark. Sci. 33:4536–52
    [Google Scholar]
  117. Strizhakova Y, Tsarenko Y, Ruth JA 2012. “I'm mad and I can't get that service failure off my mind”: coping and rumination as mediators of anger effects on customer intentions. J. Serv. Res. 15:4414–29
    [Google Scholar]
  118. Subramony M 2017. Service organizations and their communities. Acad. Manag. Pers. 31:128–43
    [Google Scholar]
  119. Subramony M, Pugh SD 2015. Services management research: review, integration, and future directions. J. Manag. 41:1349–73
    [Google Scholar]
  120. Susskind AM, Kacmar KM, Borchgrevink CP 2003. Customer service providers’ attitudes relating to customer service and customer satisfaction in the customer-server exchange. J. Appl. Psychol. 88:1179–87
    [Google Scholar]
  121. Van Kleef GA 2009. How emotions regulate social life: the emotions as social information (EASI) model. Curr. Dir. Psychol. Sci. 18:3184–88
    [Google Scholar]
  122. Vargo SL, Lusch RF 2004. Evolving to a new dominant logic for marketing. J. Mark. 68:11–17
    [Google Scholar]
  123. Vargo SL, Lusch RF 2017. Service-dominant logic 2025. Int. J. Res. Mark. 34:146–67
    [Google Scholar]
  124. Verbeke W 1997. Individual differences in emotional contagion of salespersons: its effects on performance and burnout. Psychol. Mark. 14:617–36
    [Google Scholar]
  125. Vogus TJ, McClelland LE 2016. When the customer is the patient: lessons from healthcare research on patient satisfaction and service quality ratings. Hum. Resour. Manag. Rev. 26:137–49
    [Google Scholar]
  126. Walker DD, van Jaarsveld DD, Skarlicki DP 2014. Exploring the effects of individual customer incivility encounters on employee incivility: the moderating roles of entity (in)civility and negative affectivity. J. Appl. Psychol. 99:1151–61
    [Google Scholar]
  127. Wang M, Liao H, Zhan Y, Shi J 2011. Daily customer mistreatment and employee sabotage against customers: examining emotion and resource perspectives. Acad. Manag. J. 54:2312–34
    [Google Scholar]
  128. Wang M, Liu S, Liao H, Gong Y, Kammeyer-Mueller J, Shi J 2013. Can't get it out of my mind: employee rumination after customer mistreatment and negative mood in the next morning. J. Appl. Psychol. 98:6989–1004
    [Google Scholar]
  129. Weiss HM, Cropanzano R 1996. Affective events theory: a theoretical discussion of the structure, causes and consequences of affective experiences at work. Res. Organ. Behav. 18:1–74
    [Google Scholar]
  130. Wirtz J, Jerger C 2016. Managing service employees: literature review, expert opinions, and research directions. Serv. Ind. J. 36:15–16757–88
    [Google Scholar]
  131. Yagil D 2008. When the customer is wrong: a review of research on aggression and sexual harassment in service encounters. Aggress. Violent Behav. 13:141–52
    [Google Scholar]
  132. Yoon MH, Suh J 2003. Organizational citizenship behaviors and service quality as external effectiveness of contact employees. J. Bus. Res. 56:8597–611
    [Google Scholar]
  133. Yue Y, Wang KL, Groth M 2017. Feeling bad and doing good: the effect of customer mistreatment on service employee's daily display of helping behaviors. Pers. Psychol. 70:769–808
    [Google Scholar]
  134. Zablah AR, Sirianni NJ, Korschun D, Gremler DD, Beatty SE 2017. Emotional convergence in service relationships: the shared frontline experience of customers and employees. J. Serv. Res. 20:176–90
    [Google Scholar]
  135. Zeithaml VA, Parasuraman A, Berry LL 1985. Problems and strategies in services marketing. J. Mark. 49:33–46
    [Google Scholar]
/content/journals/10.1146/annurev-orgpsych-012218-015056
Loading
/content/journals/10.1146/annurev-orgpsych-012218-015056
Loading

Data & Media loading...

  • Article Type: Review Article
This is a required field
Please enter a valid email address
Approval was a Success
Invalid data
An Error Occurred
Approval was partially successful, following selected items could not be processed due to error