... of customer mistreatment on service sabotage at Time 1 and Time 2. The study also explores the moderating effects of personal controls (i.e. conscientiousness and emotional stability) and situational control (empowerment) on the above relationships. Design/methodology/approach The analytical sample...

... insomnia and moral disengagement, but the indirect effect of unreasonable complaints is stronger. Conscientiousness amplifies the indirect effect only for unreasonable complaints, and training duration weakens the impact of insomnia on moral disengagement and unethical behavior. Practical implications...

... of emotional regulation and conscientiousness. Recently, there has been growing recognition of the vital links between customer mistreatment and negative employee outcomes. However, these studies have failed to consider the carryover effect of customer mistreatment. To the best of the authors’ knowledge...