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1-2 of 2
Keywords: Customer mistreatment
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Journal Articles
Beyond “tit-for-tat”: understanding employees’ divergent reactions to customer mistreatment
Available to Purchase
International Journal of Conflict Management 1–30.
Published: 19 May 2026
...Lele Fan; Jianfeng Ma; Yancheng Fan; Yang Yang Purpose This study aims to develop and test a moderated dual-mediator model of employees’ responses to customer mistreatment, positioning withdrawal and helping as two distinct alternatives to retaliation. Drawing on Belief in a Just World theory...
Journal Articles
How to survive mistreatment by customers: Employees’ work withdrawal and their coping resources
Available to Purchase
International Journal of Conflict Management (2017) 28 (4): 464–482.
Published: 14 August 2017
...Xiaohui Wang; Haibo Wang Purpose The purpose of the present research is to investigate the mechanisms by which conflict with customers (i.e. customer mistreatment) contributes to employees’ work withdrawal. Design/methodology/approach This paper tests its hypotheses by means of a field study...
