Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model

By Jaclyn Koopmann, Mo Wang, Yihao Liu, Yifan Song. 2015

106 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/ef228845c685dc2a36a3fb8805447b11a067a04d

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Yihao Liu
2. Yifan Song
3. Mo Wang
4. Junqi Shi
5. Kate L. Daunt
6. Russell E. Johnson
7. Avraam Papastathopoulos
8. Christos Koritos

In Sociology and Political Science

1. Yihao Liu
2. Yifan Song
3. Mo Wang
4. Junqi Shi
5. Russell E. Johnson
6. Kate L. Daunt
7. Avraam Papastathopoulos
8. Christos Koritos

Citations in the corpus

• A social mindfulness approach to understanding experienced customer mistreatment: A within-person field experiment (2017, background): “On the other hand, we also responded to recent calls to identify antecedents of customer mistreatment experience (e.g., Koopmann et al., 2015) and provided insights to an important but unaddressed question: “How can we reduce employees’ experience of customer mistreatment?””
• Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style (2020, background): “As such, the extensively documented deleterious effects of customer incivility on employee morale and subjective wellbeing (Koopmann et al., 2015) are likely to impede customer satisfaction, loyalty and ultimately harm firm performance.”