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Age as double-edged sword among victims of customer mistreatment: A self-esteem threat perspective

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


Service workers are expected to maintain high‐quality service delivery despite customer mistreatment—the poor‐quality treatment of service workers by customers—which can be demeaning and threatening to self‐esteem. Although service work is increasingly delivered by middle‐aged and older workers, very little is known about how employees across the age range navigate abuse from customers on the job. Does advancing age help or hinder service performance in reaction to customer mistreatment?...[Show more]

CollectionsANU Research Publications
Date published: 2019
Type: Journal article
Source: Human Resource Management
DOI: 10.1002/hrm.21949


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