Conceptualizing employees' behavioral pattern changes by experiencing customer mistreatment: Integrating moral self‐regulation and dual process model perspectives

This conceptual paper has two aims. The first is to explain how frontline employees' workplace sabotage initially occurs when frontline employees experience perceived mistreatment from customers. Moral outrage arises among frontline employees and mediates the relationship between customer mistr...

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Veröffentlicht in:	Canadian journal of administrative sciences 2024-06, Vol.41 (2), p.267-286
1. Verfasser:	Song, Young Ho
Format:	Artikel
Sprache:	eng
Schlagworte:	Behavior comportement de citoyenneté organisationnelle customer mistreatment Employees indignation morale maltraitance des clients moral cleansing/licensing moral outrage OCB‐customer purification morale/licenciement sabotage au travail workplace sabotage
Online-Zugang:	Volltext
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