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- W4385219694 abstract "While scholars have argued that personal resources can buffer adverse effect of customer mistreatment on sabotage, empirical findings have been less conclusive. We also have little evidence of whether employees can correct customer misbehaviors by behaving more constructively. To resolves these issues, guided by the recent theoretical development in self-control, this present study examines whether, how, and when customer mistreatment influence two behavioral reactions: service sabotage and apology behaviors. We propose that the indirect effect of customer mistreatment on service sabotage and apology behaviors will be mediated by ego depletion, and moderated by both emotional stability and perceived pay-performance contingency. We found support of our model in two dairy studies involving service workers’ encounter of customer mistreatment and customers’ ratings of their sabotage and apology. More importantly, this study revealed the self-control conditions in which service workers would do more apology but less sabotage to their customers. Theoretical and practical implications were provided." @default.
- W4385219694 created "2023-07-25" @default.
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- W4385219694 date "2023-08-01" @default.
- W4385219694 modified "2023-10-03" @default.
- W4385219694 title "Understanding When and How Customer Mistreatment Inhibits Sabotage Behaviors but Increases Apology" @default.
- W4385219694 doi "https://doi.org/10.5465/amproc.2023.14755abstract" @default.
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