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  1. Service staff encounters with dysfunctional customer behavior: Does supervisor support mitigate negative emotions?Biyan Xiao, Cuijing Liang, Yitong Liu & Xiaojing Zheng - 2022 - Frontiers in Psychology 13.
    Dysfunctional customer behavior is common in service settings. For frontline employees, negative encounters can cause short-term despondency or have profound, long-term psychological effects that often result in both direct and indirect costs to service firms. Existing research has explored the influence of dysfunctional customer behavior on employee emotions, but it has not fully investigated the psychological mechanism through which customer misbehavior transforms into employee responses. To maintain service quality and employee well-being, it is important to understand the impact of customer (...)
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  • 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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