Customer Mistreatment, Employee Health, and Job Performance

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Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style (2020, background): “Indeed, within a call centre context, customer incivility results in driving customer reps to ruminate more the night following such episodes (Wang et al., 2013) and in more long-lasting effects on customer reps’ rumination (Baranik et al., 2017).”
The Social Dimension of Service Interactions (2017, background): “Becoming a repeated target of incivility likely triggers a vicious cycle that can lead to further deterioration of customer service (e.g., van Jaarsveld, Walker, and Skarlicki 2010), employee depletion (e.g., Baranik et al. 2014), and counterproductive workplace behaviors.”
Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model (2015, background): “, Baranik et al., 2014; Ho & Gupta, 2012; Walker et al., 2014; Wang et al., 2011; Yang & Diefendorff, 2009; Zhan et al., 2013). In general, it has been suggested that whereas some emotion-based traits, such as emotional regulation self-efficacy and empathy, facilitate regulation of negative emotions”