The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral Identity
Although customer mistreatment produces harmful consequences for employees and organizations, our understanding of the boundary conditions of customer mistreatment has largely been neglected. This study examines whether and when customer mistreatment influences employee displaced aggression toward c...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Frontiers Media S.A.
2020-09-01
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| Series: | Frontiers in Psychology |
| Subjects: | |
| Online Access: | https://www.frontiersin.org/article/10.3389/fpsyg.2020.550978/full |
| _version_ | 1818518501744181248 |
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| author | Fang Liu Gang Chen Yu Liu |
| author_facet | Fang Liu Gang Chen Yu Liu |
| author_sort | Fang Liu |
| collection | DOAJ |
| description | Although customer mistreatment produces harmful consequences for employees and organizations, our understanding of the boundary conditions of customer mistreatment has largely been neglected. This study examines whether and when customer mistreatment influences employee displaced aggression toward coworkers by demonstrating interpersonal sensitivity and moral identity traits as two critical boundary conditions. Through the analysis of 623 employees’ questionnaire data, the results showed that customer mistreatment was positively related to employee displaced aggression toward coworkers. Furthermore, interpersonal sensitivity exacerbates the effect of customer mistreatment on displaced aggressive behaviors, while moral identity buffering the effect. |
| first_indexed | 2024-12-11T01:10:55Z |
| format | Article |
| id | doaj.art-92f1d82bdec741719e76f6b12d33b239 |
| institution | Directory Open Access Journal |
| issn | 1664-1078 |
| language | English |
| last_indexed | 2024-12-11T01:10:55Z |
| publishDate | 2020-09-01 |
| publisher | Frontiers Media S.A. |
| record_format | Article |
| series | Frontiers in Psychology |
| spelling | doaj.art-92f1d82bdec741719e76f6b12d33b2392022-12-22T01:26:02ZengFrontiers Media S.A.Frontiers in Psychology1664-10782020-09-011110.3389/fpsyg.2020.550978550978The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral IdentityFang Liu0Gang Chen1Yu Liu2School of Business Administration, Southwestern University of Finance and Economics, Chengdu, ChinaSchool of Business Administration, Southwestern University of Finance and Economics, Chengdu, ChinaSchool of Public Affairs and Administration, University of Electronic Science and Technology of China, Chengdu, ChinaAlthough customer mistreatment produces harmful consequences for employees and organizations, our understanding of the boundary conditions of customer mistreatment has largely been neglected. This study examines whether and when customer mistreatment influences employee displaced aggression toward coworkers by demonstrating interpersonal sensitivity and moral identity traits as two critical boundary conditions. Through the analysis of 623 employees’ questionnaire data, the results showed that customer mistreatment was positively related to employee displaced aggression toward coworkers. Furthermore, interpersonal sensitivity exacerbates the effect of customer mistreatment on displaced aggressive behaviors, while moral identity buffering the effect.https://www.frontiersin.org/article/10.3389/fpsyg.2020.550978/fullcustomer mistreatmentinterpersonal injusticedisplaced aggressioninterpersonal sensitivitymoral identity |
| spellingShingle | Fang Liu Gang Chen Yu Liu The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral Identity Frontiers in Psychology customer mistreatment interpersonal injustice displaced aggression interpersonal sensitivity moral identity |
| title | The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral Identity |
| title_full | The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral Identity |
| title_fullStr | The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral Identity |
| title_full_unstemmed | The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral Identity |
| title_short | The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral Identity |
| title_sort | impact of customer mistreatment on employee displaced aggression the moderating effect of interpersonal sensitivity and moral identity |
| topic | customer mistreatment interpersonal injustice displaced aggression interpersonal sensitivity moral identity |
| url | https://www.frontiersin.org/article/10.3389/fpsyg.2020.550978/full |
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