Professor of Human Resource Management
University of Florida (USA) Presentation title
14 June 2012
Taking emotion and resource perspectives, we examined the daily relationship between customers’ mistreatment of employees and employee sabotage of customers, as well as employees’ individual- and unit-level emotion-based and resource-based moderators for this relationship. Multilevel analyses of daily survey data from 131 call center employees showed that daily customer mistreatment significantly predicted customer-directed sabotage. In addition, supporting the emotion perspective, employees’ negative affectivity exacerbated the effect of customer mistreatment on customer directed sabotage, whereas employees’ self-efficacy for emotional regulation weakened such effect. Further, supporting the resource perspective, job tenure and service rule commitment both weakened the effect of customer mistreatment.
Mo Wang is associate editor of the Journal of Applied Psychology is an associate professor in the Department of Management at the Universityof Florida. He received his Ph.D. in industrial-organizational psychology and developmental psychology from Bowling Green State University. His research interests include dyadic work relationship adjustment, emotional labor and maladaptive coping at workplace, older worker employment and retirement, expatriate management, and advanced quantitative research methods.
In the morning (June 14 / 10:00 – 12:30 / 1H-24) there will be a session about publishing in the Journal of Applied Psychology. Topics that will be discussed are: How to increase the odds to publish in JAP, including topics, contributions and research methods. How to handle Revise and Resubmission. If you are interested to join please email Margriet Buseman (email@example.com).