... following supervisor idea rejection, which diminishes proactive customer service performance ( PCSP ) and increases work–family conflict. Conversely, employees with higher emotion regulation are inclined toward problem-solving pondering, which enhances PCSP and shows a U-shaped relationship with work...

... and examined. This study aims to propose that employees’ affective rumination and problem-solving pondering could be the explanatory processes of customer misbehavior influencing employee attitudes in which coworker support could be a moderator. Design/methodology/approach A mixed-method approach...