Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 1 of 1
Full-Text Articles in Business
Realizing The Good Despite Customer Mistreatment, Carissa Kim
Realizing The Good Despite Customer Mistreatment, Carissa Kim
College of Business: Dissertations, Theses, and Student Research
Unruly and rude customer behavior is on the rise. Estimates indicate that frontline employees experience ten episodes of customer mistreatment daily. Not only is customer mistreatment detrimental for the frontline employee (e.g., higher turnover, lower job satisfaction, lower well-being, and more), but also for customers that witness (e.g., emotional contagion) or engage (e.g., loss of morals) in these deviant interpersonal behaviors. Extending the body of research on customer mistreatment, my dissertation seeks to investigate silver linings or possible functional consequences of customer mistreatment. My dissertation draws from Emotions as Social Information (EASI) theory to investigate the outcomes of mistreatment in …