Customer (In)Justice and Emotional Labor: The Role of Perspective Taking, Anger, and Emotional Regulation†

By D. Rupp, A. Silke McCance, Sharmin Spencer, Karlheinz Sonntag. 2008

237 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/0be12933d30352fd26eccf1f8eaade5b304bc70f

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

The role of justice and social exchange relationships in workplace deviance: Test of a mediated model (2010, background): “Further, recent studies have suggested that customers represent another important source of justice for employees (Rupp and Spencer, 2006; Rupp et al., 2008).”
How Can Stressed Employees Deliver Better Customer Service? The Underlying Self-Regulation Depletion Mechanism (2012, background): “Customer complaints tend to be confrontational, hostile, and irritating and may create perceptions of interpersonal injustice among employees (Rupp et al. 2008).”
Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model (2015, background): “Finally, in a cross-sectional field study of German bank tellers, Rupp et al. (2008) reported positive correlations among perspective taking and interpersonal and informational customer justice.”
Emotional Labor at a Crossroads: Where Do We Go from Here? (2015, background): “Person-level survey studies have supported that employees who perceive injustice or mistreatment by customers tend to use surface acting but not necessarily deep acting (Grandey et al. 2004, Rupp et al. 2008, Sliter et al. 2010).”
Customer negative events and employee service sabotage: The roles of employee hostility, personality and group affective tone (2013, background): “Moreover, customer negative events such as unreasonable demands or impolite interpersonal treatment from customers often lead to injustice perceptions toward customers (Rupp et al., 2008; Wang et al., 2011).”
Four Decades of Frontline Service Employee Research: An Integrative Bibliometric Review (2021, background): “For example, customer injustice leads to FLEs engaging in more surface acting (Rupp et al. 2008), whereas customer uncivil treatment has been shown to increase service employees’ incivility toward customers (van Jaarsveld, Walker, and Skarlicki 2010).”
Emotional regulation as a mediator between interpersonal mistreatment and distress (2013, result): “Based on Spector and Goh’s (2001) emotion-centred model of occupational stress, interpersonal mistreatment is a negative emotion-provoking event and some empirical research supports this expectation (Bono et al., 2007; Diefendorff & Greguras, 2009; Gibson & Callister, 2010; Rupp et al., 2008; Specto”
From bad to worse (2012, background): “In a lab-based study, perspective-taking helped to reduce service providers’ negative responses to difficult or stressful interpersonal situations (Rupp et al., 2008), and even increases the likelihood of accepting unfair or undesirable outcomes (Van’t Wout, Chang, & Sanfey, 2010).”