| Whether and when employees will respond properly toward customer mistreatment: The role of psychological capital and service climate |
Received:October 12, 2017 Revised:October 12, 2017 |
Key Words: Customer mistreatment, psychological capital, service climate, service sabotage, apology. |
| Author Name | Affiliation | | Phoenix H. H. Chan | University of Macau | | Julie N. Y. Zhu* | University of Macau | | Long W. Lam | University of Macau | | Cheris W. C. Chow | University of Macau | | Ling Z. Zhang | University of Macau |
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Abstract: |
| Taking self-regulation perspective, we examined the daily relationships between customer mistreatment and employees’ responses (i.e., service sabotage and apology), as well as the moderating effects of psychological capital and service climate on the relationships. Multilevel analyses of daily survey data from 44 front-line service providers in Macau indicated that employees carried out both unfavorable behavior (i.e., sabotage) and favorable behavior (i.e., apology) after being mistreated. In addition, psychological capital accentuated the effect of customer mistreatment on apology. Moreover, the three-way interaction of customer mistreatment, psychological capital, and service climate had significant effect on service sabotage, yet not on apology. |
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