Examining Temporal Precedence Between Customer Mistreatment and Customer-Directed Counterproductive Work Behavior
Customer-directed counterproductive work behavior or CWB (harmful acts directed toward customers), a significant concern for service organizations, has become a topic of increasing interest in recent years. Although the predominant view in the literature is that customer-directed CWB represents a re...
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Veröffentlicht in: | International journal of stress management 2020-08, Vol.27 (3), p.281-291 |
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creator | Arvan, Maryana L. Shimon, Yanir Pindek, Shani Kessler, Stacey R. Spector, Paul E. |
description | Customer-directed counterproductive work behavior or CWB (harmful acts directed toward customers), a significant concern for service organizations, has become a topic of increasing interest in recent years. Although the predominant view in the literature is that customer-directed CWB represents a retaliatory response to customer mistreatment, temporal precedence between the two variables has not yet been adequately established. In the present study, we tested reciprocal effects between customer mistreatment and customer-directed CWB using a 2-wave survey in a sample of call center employees. We found that customer-directed CWB predicted customer mistreatment but customer mistreatment did not predict subsequent customer-directed CWB, suggesting that the relationship is neither reciprocal nor in the direction typically assumed. These findings challenge the prevailing unidirectional view in the literature, suggesting instead that customers mistreat employees who frequently engage in customer-directed CWB. Further, our results indicate that at the between-person level, customer-directed CWB may be driven by factors other than customer mistreatment. |
doi_str_mv | 10.1037/str0000153 |
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Further, our results indicate that at the between-person level, customer-directed CWB may be driven by factors other than customer mistreatment.</description><identifier>ISSN: 1072-5245</identifier><identifier>EISSN: 1573-3424</identifier><identifier>DOI: 10.1037/str0000153</identifier><language>eng</language><publisher>Educational Publishing Foundation</publisher><subject>Consumer Satisfaction ; Counterproductive Work Behavior ; Customer Relationship Management ; Employee Attitudes ; Employee Engagement ; Female ; Human ; Male ; Surveys ; Test Construction</subject><ispartof>International journal of stress management, 2020-08, Vol.27 (3), p.281-291</ispartof><rights>2020 American Psychological Association</rights><rights>2020, American Psychological Association</rights><lds50>peer_reviewed</lds50><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-a295t-2593d505f554641abc5f690d41fd34e2b33d25c9239a617bf6f415b69a2895ea3</citedby><orcidid>0000-0003-0117-5593</orcidid></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><link.rule.ids>314,780,784,27924,27925</link.rule.ids></links><search><contributor>Siu, Oi Ling</contributor><contributor>Lu, Luo</contributor><creatorcontrib>Arvan, Maryana L.</creatorcontrib><creatorcontrib>Shimon, Yanir</creatorcontrib><creatorcontrib>Pindek, Shani</creatorcontrib><creatorcontrib>Kessler, Stacey R.</creatorcontrib><creatorcontrib>Spector, Paul E.</creatorcontrib><title>Examining Temporal Precedence Between Customer Mistreatment and Customer-Directed Counterproductive Work Behavior</title><title>International journal of stress management</title><description>Customer-directed counterproductive work behavior or CWB (harmful acts directed toward customers), a significant concern for service organizations, has become a topic of increasing interest in recent years. 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Further, our results indicate that at the between-person level, customer-directed CWB may be driven by factors other than customer mistreatment.</description><subject>Consumer Satisfaction</subject><subject>Counterproductive Work Behavior</subject><subject>Customer Relationship Management</subject><subject>Employee Attitudes</subject><subject>Employee Engagement</subject><subject>Female</subject><subject>Human</subject><subject>Male</subject><subject>Surveys</subject><subject>Test Construction</subject><issn>1072-5245</issn><issn>1573-3424</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2020</creationdate><recordtype>article</recordtype><recordid>eNpFkMlOwzAQhi0EEqVw4QkicQMFvCb1EUpZpCI4FHG0XGcCLo2T2k6hb4-rIpjLjGa-2X6ETgm-JJiVVyF6nIwItocGRJQsZ5zy_RTjkuaCcnGIjkJYJIYTQQdoNfnWjXXWvWczaLrW62X24sFABc5AdgPxC8Bl4z7EtgGfPdm0AnRswMVMu-qvkt_a1BYhZdreRfCdb6veRLuG7K31n2nUh17b1h-jg1ovA5z8-iF6vZvMxg_59Pn-cXw9zTWVIuZUSFYJLGoheMGJnhtRFxJXnNQV40DnjFVUGEmZ1AUp53VRp4_mhdR0JAVoNkRnu7npkFUPIapF23uXVirKOMOyJKl5iM53lPFtCB5q1XnbaL9RBKutpOpf0gRf7GDdadWFjdE-WrOEYHrvkyBbVtFSMUVHhP0AbQ96eQ</recordid><startdate>202008</startdate><enddate>202008</enddate><creator>Arvan, Maryana L.</creator><creator>Shimon, Yanir</creator><creator>Pindek, Shani</creator><creator>Kessler, Stacey R.</creator><creator>Spector, Paul E.</creator><general>Educational Publishing Foundation</general><scope>AAYXX</scope><scope>CITATION</scope><scope>7RZ</scope><scope>PSYQQ</scope><orcidid>https://orcid.org/0000-0003-0117-5593</orcidid></search><sort><creationdate>202008</creationdate><title>Examining Temporal Precedence Between Customer Mistreatment and Customer-Directed Counterproductive Work Behavior</title><author>Arvan, Maryana L. ; Shimon, Yanir ; Pindek, Shani ; Kessler, Stacey R. ; Spector, Paul E.</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-a295t-2593d505f554641abc5f690d41fd34e2b33d25c9239a617bf6f415b69a2895ea3</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2020</creationdate><topic>Consumer Satisfaction</topic><topic>Counterproductive Work Behavior</topic><topic>Customer Relationship Management</topic><topic>Employee Attitudes</topic><topic>Employee Engagement</topic><topic>Female</topic><topic>Human</topic><topic>Male</topic><topic>Surveys</topic><topic>Test Construction</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Arvan, Maryana L.</creatorcontrib><creatorcontrib>Shimon, Yanir</creatorcontrib><creatorcontrib>Pindek, Shani</creatorcontrib><creatorcontrib>Kessler, Stacey R.</creatorcontrib><creatorcontrib>Spector, Paul E.</creatorcontrib><collection>CrossRef</collection><collection>Access via APA PsycArticles® (ProQuest)</collection><collection>ProQuest One Psychology</collection><jtitle>International journal of stress management</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Arvan, Maryana L.</au><au>Shimon, Yanir</au><au>Pindek, Shani</au><au>Kessler, Stacey R.</au><au>Spector, Paul E.</au><au>Siu, Oi Ling</au><au>Lu, Luo</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>Examining Temporal Precedence Between Customer Mistreatment and Customer-Directed Counterproductive Work Behavior</atitle><jtitle>International journal of stress management</jtitle><date>2020-08</date><risdate>2020</risdate><volume>27</volume><issue>3</issue><spage>281</spage><epage>291</epage><pages>281-291</pages><issn>1072-5245</issn><eissn>1573-3424</eissn><abstract>Customer-directed counterproductive work behavior or CWB (harmful acts directed toward customers), a significant concern for service organizations, has become a topic of increasing interest in recent years. 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subjects | Consumer Satisfaction Counterproductive Work Behavior Customer Relationship Management Employee Attitudes Employee Engagement Female Human Male Surveys Test Construction |
title | Examining Temporal Precedence Between Customer Mistreatment and Customer-Directed Counterproductive Work Behavior |
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