Construct · 1 fields · 1 citations

customer mistreatment: a standalone construct

One name. One construct. A landmark on the map.

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customermistreatment1 CONSTRUCTCustomer mistreatmentWANG

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Industrial-organizational psychology

low-quality interpersonal treatment that employees receive from customers, such as rudeness or verbal aggression.

In industrial-organizational psychology, customer mistreatment refers to low-quality interpersonal treatment that employees receive from customers, such as rudeness or verbal aggression. This meaning comes from Wang (2011) in Academy of Management Journal.[1]

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Nearby constructs

aggression1 fields · 1 citationsanchor · a standalone constructcustomer-directed sabotage1 fields · 1 citationsanchor · a standalone constructtreatment1 fields · 1 citationsanchor · a standalone construct

References

  1. Wang, M., Liao, H., Zhan, Y., & Shi, J. (2011). Daily Customer Mistreatment and Employee Sabotage Against Customers:Examining Emotion and Resource Perspectives. Academy of Management Journal, 54(2), 312-334. https://doi.org/10.5465/amj.2011.60263093

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