From bad to worse

By Markus Groth, Alicia A. Grandey. 2012

174 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/082c4abed39cd193d0fcab195dfc4c145f1a9aa1

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

A review and agenda for examining how technology-driven changes at work will impact workplace mental health and employee well-being (2020, background): “As a result, it is not uncommon that in many service roles, when the customer or client interacts with the employee, customers are more likely to experience high levels of frustration, anger and often thwarted expectations (Groth and Grandey, 2012).”
A social mindfulness approach to understanding experienced customer mistreatment: A within-person field experiment (2017, background): “In the situation of customer mistreatment, customers tend to perceive their own behaviors as legitimate responses to unpleasant service (Groth & Grandey, 2012), whereas employees are likely to interpret customers’ behaviors as unfair actions targeted at themselves (Rupp & Spencer, 2006).”
Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model (2015, background): “…oa de d by U ni ve rs ity o f Fl or id a, M s Ja cl yn K oo pm an n A t 1 0: 38 1 0 Ju ne 2 01 5 (P T ) disappointment, hurt, guilt, and shame (Groth & Grandey, 2012; Rupp et al., 2007; Volmer, Binnewies, Sonnentag, & Niessen, 2012; Wegge, Vogt, & Wecking, 2007; Yang & Diefendorff, 2009) have…”
Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style (2020, background): “First, FLEs’ retaliation behaviour (including incivility and sabotage) towards uncivil customers can result in customer rage and negative exchange spirals (Bushman et al., 2005; Groth & Grandey, 2012).”
Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects (2019, background): “As Groth and Grandey (2012) note, customers may serve as emotion transmitters in service interactions.”
Service Employee Responses to Angry Customer Complaints (2017, background): “As such, one can view a service failure as the potential beginning of a negative exchange spiral between customers and employees, with the former starting with an aggressive complaint and the latter counterattacking and retaliating as they feel unfairly treated (Groth and Grandey 2012).”