Service Employees’ Reactions to Mistreatment by Customers: A Comparison Between North America and East Asia
By Ruodan Shao, D. Skarlicki. 2014
178 citations recorded by the source corpus.
Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/1e4422297d1e5ebae3a5886310f1140e47b45749
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In Information Systems and Management
In Organizational Behavior and Human Resource Management
In Sociology and Political Science
Citations in the corpus
- Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model (2015, background): “…with previous empirical studies documenting the effects of resource depletion, customer mistreatment has been linked with employee sabotage (Shao & Skarlicki, 2014; Wang et al., 2011), incivility toward customers, job demands (van Jaarsveld, Walker, & Skarlicki, 2010), withdrawal (e.g.,…”
- A Conceptual Framework of Happiness at the Workplace (2014, background): “Eastern cultural values are emphasized on collectivism (Shao & Skarlicki, 2014).”
- Corporate social responsibility and employee engagement: The moderating role of CSR‐specific relative autonomy and individualism (2018, methodology): “We used Triandis and Gelfand's (1998) four‐item horizontal individualism scale to assess participants' individualism.8 This scale has demonstrated positive psychometric properties in prior cross‐cultural research (Chirkov, Ryan, Kim, & Kaplan, 2003; Li & Aksoy, 2007; Shao & Skarlicki, 2014).”
- Empowering supervision and service sabotage: a moderated mediation model based on conservation of resources theory. (2018, methodology): “COR theory has been frequently applied to stress (e.g., Lee & Ok, 2014; Shao & Skarlicki, 2014; Wang et al., 2011), and it presents a comprehensive process of how employees respond to stress and provides significant implications for how hospitality employees behave in customer service delivery (Lee…”
- Abusive Supervision and Employee Deviance: A Multifoci Justice Perspective (2017, unknown): “In this regard, Shao and Skarlicki (2014) suggested that employees in Canada, an individualistic society, are more likely to sabotage customers who mistreated them, compared to employees in China, a collectivistic society.”