Mistreatment in organizations

Mistreatment in organizations / edited by Pamela L. Perrewé, Jonathon R.B. Halbesleben, Christopher C. Rosen.

Volume 13 of Research in Occupational Stress and Well Being is focused on mistreatment in organizations. Mistreatment can be damaging to the individual as well as to the organization. This volume includes critical topics on customer mistreatment, aggression in the workplace, incivility, and workplac...

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Bibliographic Details
Other Authors: Perrewé, Pamela L. (Editor), Halbesleben, Jonathon R. B. (Editor), Rosen, Christopher C. (Editor)
Format: eBook
Language:English
Published: Bingley, UK : Emerald Group Publishing Limited, 2015.
Edition:First edition.
Series:Research in occupational stress and well being ; v. 13.
Subjects:
Employees > Abuse of.
Quality of work life.
Job stress.
Customer relations.
Occupational & industrial psychology.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Customer relations
Employees > Abuse of
Job stress
Quality of work life
Online Access:Click for online access
Table of Contents:
  • Front Cover; Mistreatment in Organizations; Copyright page; Contents; List of Contributors; Editorial Advisory Board; Overview; Can I Help You? Employee Prosocial Rule Breaking as a Response to Organizational Mistreatment of Customers; Prosocial Rule Breaking; Customers in the Organizational Literature; Third-Party Justice; Organizational Unfairness and Customer-Directed Prosocial Rule Breaking; Employee Characteristics; Justice Sensitivity; Moral Identity; Empathy; Customer Characteristics; Customer Similarity to the Employee; Customer's Response to Unfairness.
  • Customer Contribution/Co-CreationSituational Characteristics; Workgroup Structure; Workgroup Service Climate; Supervisor Support; Conclusion; Acknowledgment; References; Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model; Conceptualizing Customer Mistreatment; Customer Mistreatment as Interactional Injustice; Customer Mistreatment as an Affective Work Event; Customer Mistreatment as a Signal of Goal Failure; Customer Mistreatment as a Resource-Depleting Event; Concluding Comments on Conceptualizations of Customer Mistreatment.
  • A Multilevel Model of Customer MistreatmentService Encounter-Level Customer Mistreatment versus Individual-Level Customer Mistreatment; Service Encounter-Level Customer Mistreatment
  • Antecedents; Employee States as Distal Antecedents; Service Encounter Quality and Customer States as Proximal Antecedents; Service Encounter-Level Customer Mistreatment
  • Outcomes; Psychological Responses; Affective Criteria as Distal Outcomes; Behavioral Criteria as Distal Outcomes; Distal Criteria and Employee States; Individual-Level Customer Mistreatment
  • Antecedents; Organizational Policies.
  • Job CharacteristicsInformal Work Environment; Individual Characteristics; Cognitive; Interpersonal; Individual-Level Customer Mistreatment
  • Outcomes; Affective Criteria; Job Attitudes; Emotional Exhaustion; Physical and Mental Health; Behavioral Criteria; CWB; Customer Service Performance; Citizenship Behavior; Turnover; Mechanisms Linking Individual-Level Customer Mistreatment and its Outcomes; Individual-Level Boundary Conditions; Justice-Based Moderators; Emotion-Based Moderators; Resource-Based Moderators; Service Encounter-Level Boundary Conditions.
  • Moderators of the Employee States-Service Quality RelationshipModerators of the Psychological Response-Self-Regulation Impairment Relationship; Methodological Recommendations; Measurement of Constructs; Multisource Data; Longitudinal and Multilevel Design; Conclusions; References; Aggression with a Conscience: A Rational and Moral Framework for Proactive Workplace Aggression; Perpetrator Motives: A Literature Review; Aggression as Vigilantism; Aggression as a Result of Negative Emotions and Lapses in Self-Control; Aggression as a Product of the Environment; Summary.

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