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  1. Dysfunctional customer behavior influences on employees’ emotional labor: The moderating roles of customer orientation and perceived organizational support.Pengfei Cheng, Jingxuan Jiang, Sanbin Xie & Zhuangzi Liu - 2022 - Frontiers in Psychology 13.
    Despite increasing interest being given to dysfunctional customer behavior in multiple service sectors, it is unclear how and why different types of dysfunctional customer behavior affect frontline employees’ emotional labor during the service interactions. Drawing upon the conservation of resources theory, we propose a conceptual model in which verbal abuse, disproportionate demand, and illegitimate complaint differentially influence frontline employees’ emotional labor strategies. Further, the boundary conditions of these relationships are considered by introducing perceived organizational support and customer orientation as moderators. (...)
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