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PurposeDrawing 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 examines how these negative effects may be mitigated by empowerment human resource management (HRM) practices.Design/methodology/approachTwo studies were conducted using survey data collected in China. In Study 1, cross-sectional data from 321 telemarketing employees were analyzed to examine how customer mistreatment reduces the satisfaction of employees' basic psychological needs, harming job performance and job satisfaction. In Study 2, multiwave, multisource data were collected from 149 property agents and their supervisors to replicate the findings of Study 1 and further test empowerment HRM as a moderator of the relationship between customer mistreatment and satisfaction of needs.FindingsThe results from both studies show that customer mistreatment leads to low job performance and job satisfaction via reduced satisfaction of employees' needs for autonomy and competence but not relatedness. Moreover, the negative effect on the satisfaction of employees' needs for autonomy and competence was buffered when organizations had high empowerment HRM practices in place.Originality/valueThis study provides new insights on customer mistreatment by understanding its effects from a motivational perspective, which has not been considered in prior research. It also explores how HRM practices can help satisfy employee needs in adverse work environments induced by customer mistreatment.

The assistance of host-country nationals (HCNs) both within the workplace and in the external environment plays a significant role in expatriate adjustment and work performance on international assignments. Extant research exploring antecedents of HCNs' attitudes and behaviors toward expatriates focuses on personal and intrapersonal factors but overlooks organizational contextual effects. In this study, we propose and test a model that HCNs' willingness to help expatriates is influenced by HRM practices in international subsidiaries of multinational enterprises (MNEs). Results of analyzing data collected from Chinese subsidiaries of South Korean MNEs showed that high-commitment HRM practices directly and indirectly influence HCNs' willingness to help expatriates through the mediation of perceived organizational support (POS). Socially responsible HRM indirectly influences the criterion variable through the mediation of organizational identification. Moreover, POS and organizational identification sequentially mediate the effect of high-commitment HRM on HCNs' willingness to help expatriates.These findings shed some light on organizational antecedents that go beyond personal and intrapersonal factors of HCN attitudes and behavior toward expatriates.

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Drawing on the socially embedded model of thriving and conservation of resources theory, we explore the negative effect of workplace ostracism on employee thriving. We model organization-based self-esteem (OBSE) as a moderator and extend our examination to the downstream implications of thriving for employee creativity. Using a scenario-based experiment (Study 1) with 387 working adults, we find that workplace ostracism is more likely to prevent workers with higher levels of OBSE from thriving at work. This finding is verified in Study 2, in which we use multiwave, multisource data collected from 207 employees and their supervisors to test the proposed model. The results further show that for employees with higher levels of OBSE, thriving at work is more likely to mediate the relationship between workplace ostracism and employee creativity. These findings provide important practical implications for fostering employee thriving and promoting creativity in the workplace by managing workplace ostracism.Rui Zhang, Haiying Kang, and Zhou Jiang contributed equally to this paper.