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Edem M. Azila-Gbettor, Divine T. Novieto, Ernest E. Tulasi, Moses Kwadzo Ahiabu & Eric Kodzo Adzivor. (2023) Citizenship fatigue and employee commitment: moderating role of psychological ownership among artisans of family-owned construction firms. International Journal of Construction Management 0:0, pages 1-11.
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Yen-Chun Chen & Cindy Wu. (2022) The relationship between customer mistreatment and workplace deviance: mediating and moderating effects. European Journal of Work and Organizational Psychology 31:6, pages 830-841.
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Selma Kadić-Maglajlić, Cristiana R. Lages & Mohamed Sobhy Temerak. (2024) Dual perspective on the role of xenophobia in service sabotage. Tourism Management 101, pages 104831.
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Franziska J Kößler, Jana B Wilbert, Susanne Veit & Annekatrin Hoppe. (2022) The role of supervisor support for dealing with customer verbal aggression. Differences between ethnic minority and ethnic majority workers. German Journal of Human Resource Management: Zeitschrift für Personalforschung 37:4, pages 247-272.
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Fu Yang, Zihan Zhou & Xiaoyu Huang. (2023) A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment. Journal of Service Research.
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Neha Bellamkonda & Rahul Chandra Sheel. (2023) Reactions and Underlying Mechanisms of Customer Mistreatment: An Integrative Review. Organizational Psychology Review, pages 204138662311776.
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Xingyu Wang, Xiaolin (Crystal) Shi, YooHee Hwang, Jingwen Yan & Huy (Robert) Gip. (2023) A Social Informational Processing Lens on Multi-Foci Mistreatment: Roles of Customer Orientation and Power Distance. Journal of Hospitality & Tourism Research, pages 109634802311686.
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Aimin Yan, Biyun Jiang & Zhimei Zang. (2023) Influence of substantive corporate social responsibility attribution on salespeople’s value-based selling: a resource perspective. Chinese Management Studies.
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Ran Li, Fan Yang & Xiji Zhu. (2022) The Janus Face of Grandiose Narcissism in the Service Industry: Self-Enhancement and Self-Protection. Journal of Business Ethics 183:3, pages 909-927.
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Wenzhu Lu, Bo Sun, Shengxian Yu & Shanshi Liu. (2022) A dual-pathway model for examining the effects of customer mistreatment on an employee's customer-directed counterproductive work behavior: can job autonomy make a difference?. Career Development International 28:1, pages 73-91.
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Wenzhu Lu, Shanshi Liu, Haibo Wu, Kunjin Wu & Jialiang Pei. (2022) To avoidance or approach: Unraveling hospitality employees’ job crafting behavior response to daily customer mistreatment. Journal of Hospitality and Tourism Management 53, pages 123-132.
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Derong Lin, Zhao Shi, Haemi Kim & Hailin Qu. (2022) Customer verbal aggression and employee service sabotage: The mediating role of perceived discrimination. International Journal of Hospitality Management 107, pages 103339.
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Valentina Sommovigo, Chiara Bernuzzi & Ilaria Setti. (2022) Investigating the association between patient verbal aggression and emotional exhaustion among Italian health care professionals during the COVID‐19 pandemic. Journal of Nursing Management 30:6, pages 1713-1723.
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Biyan Xiao, Cuijing Liang, Yitong Liu & Xiaojing Zheng. (2022) Service staff encounters with dysfunctional customer behavior: Does supervisor support mitigate negative emotions?. Frontiers in Psychology 13.
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Chenghao Men, Weiwei Huo & Jing Wang. (2021) Who will pay for customers' fault? Workplace cheating behavior, interpersonal conflict and traditionality. Personnel Review 51:6, pages 1672-1689.
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Venu Madhav Kuthadi, Rajalakshmi Selvaraj, S. Baskar & P. Mohamed Shakeel. (2022) Data security tolerance and portable based energy-efficient framework in sensor networks for smart grid environments. Sustainable Energy Technologies and Assessments 52, pages 102184.
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Valentina Sommovigo, Chiara Bernuzzi & Ilaria Setti. (2022) Helping others not always helps ourselves: the relationship between victim incivility and emergency workers' burnout through work-to-family conflict. International Journal of Workplace Health Management 15:4, pages 467-492.
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James Gerard Caillier. (2021) Factors That Impact the Reporting of Customer aggression and Agency decisions to Correct Customer Aggression. Employee Responsibilities and Rights Journal 34:2, pages 193-210.
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Fangfang Xu, Shiyong Xu, Jinqiang Zhu, Jinyi Zhou, Bainan Zhang & Chunmeng Yang. (2021) Why and When Do Good Soldiers Behave Unethically? Introducing Conservation of Resources Theory to Explain the Curvilinear Effects of Organizational Citizenship Behavior. Frontiers in Psychology 12.
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Tian Wang, Zhoutao Cao, Xi Zhong & Chunhua Chen. (2021) Self-Regulation Failure? The Influence Mechanism of Leader Reward Omission on Employee Deviant Behavior. Frontiers in Psychology 12.
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Dorota Daniela Szczygiel & Róz·a Bazińska. (2021) Emotional Intelligence Mitigates the Effects of Customer Incivility on Surface Acting and Exhaustion in Service Occupations: A Moderated Mediation Model. Frontiers in Psychology 11.
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Fang Liu, Gang Chen & Yu Liu. (2020) The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral Identity. Frontiers in Psychology 11.
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