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Beyond Tit-for-Tat: Theorizing Divergent Employee Reactions to Customer Mistreatment

Amarnani, Rajiv K.; Bordia, Prashant; Restubog, Simon


Customer mistreatment is a ubiquitous and pernicious form of interpersonal mistreatment leveled by customers against employees. Service workers' reactions to customer mistreatment have been traditionally viewed as titfor-tat reactions in which service workers respond to customers' aggression with retaliation in kind. However, this tit-for-tat account does not capture the broad range of possible service worker responses to customer misbehavior. We build the case for self-esteem threat as an...[Show more]

CollectionsANU Research Publications
Date published: 2018-02-04
Type: Journal article
Source: Group and Organization Management
DOI: 10.1177/1059601118755239


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