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Keywords: Customer mistreatment
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Journal Articles
Journal:
Personnel Review
Personnel Review (2022) 51 (6): 1672–1689.
Published: 19 July 2021
...Chenghao Men; Weiwei Huo; Jing Wang Purpose Despite workplace cheating behavior is common and costly, little research has explored its antecedents from customers' perspective. The current study aims to investigate the indirect mechanisms between customer mistreatment and cheating behavior...
Journal Articles
Journal:
Personnel Review
Personnel Review (2021) 50 (7-8): 1566–1581.
Published: 01 February 2021
...Jiuming Chen; Haiying Kang; Ying Wang; Mingjian Zhou Purpose Drawing on self-determination theory (SDT), this study aims to understand the adverse effects of customer mistreatment on employee performance and well-being by thwarting the satisfaction of employees' basic psychological needs. It also...
