Past literature in the area of employee–customer interactions suggests that being mistreated by customers is deemed one of the most important work-related stressors for service employees. However, little is known about the effects of customer mistreatment on the family domain. In a representative sample of 221 front-line employees in the East China hairdressing industry using three separate surveys administered 1 month apart respectively, the current study explores the mediation effects of work-to-family conflict (WFC) and the moderation effects of psychological detachment (PD) and leader–member exchange (LMX) on the relationship between customer mistreatment and family satisfaction (FS). The research revealed that the employees confronted with intensive customer mistreatment tended to experience high levels of WFC, and WFC mediated the effects of customer mistreatment on FS. In addition, both PD and LMX attenuated customer mistreatment’s direct effects on WFC and indirect effects on FS (via WFC). This study contributes to the managerial psychology literature related to the customer mistreatment construct and a better understanding of how PD and LMX act as a work-family spillover effect moderator of customer mistreatment on individuals.

Exposure to ostracism has been argued to be a severe social stressor. However, few studies have explicitly investigated its adverse impact on the victim’s interpersonal citizenship behavior (ICB) in a work setting. In a sample of 323 employees in the manufacturing industry in China, the present study tested a moderated mediation model on the effects of workplace ostracism on victims’ ICB with the key objective of exploring the mediation effects of work-to-family conflict (WFC) and the moderating effects of rumination on this relationship. Also, the relationship between employees’ vulnerability and workplace ostracism was tested. The research revealed that the vulnerable groups (i.e., the disabled, immigrants) are more likely than others to experience workplace ostracism. In addition, the research revealed that employees who experience workplace ostracism tend to withhold their ICBs, and WFC mediates the workplace ostracism–ICB relationship. Finally, results indicated that both workplace ostracism’s direct effects on WFC and its indirect effects on ICB via WFC were strengthened among high-rumination employees.

Recent literature in the area of employee–customer interactions suggests that stressful encounters contribute to negative outcomes for service employees. Few studies, however, have focused on the effects of customer‐related social stressors (CSS) on counterproductive work behavior (CWB) among front‐line service employees. The researchers tested a moderated mediation model of the effects of CSS on CWB with the key objective of exploring the mediation effects of emotional exhaustion and the moderating effects of emotional intelligence on this relationship. Based on a sample of 244 call center representatives in China, the research revealed that CSS led to emotional exhaustion, which, in turn, related to CWB for service employees. Furthermore, emotional intelligence acted as a buffer on the effects of CSS on CWB via emotional exhaustion.

Since the onset of the COVID-19 pandemic, higher education institutions have been concerned about their Master and doctoral students, in particular how and when they would be able to continue and complete their research activities and dissertations. Scholars have noted the potential deterioration in the quality of research projects for a variety of reasons (transformation and/ or abandoning of approved research methods, anxiety-related lowered performance rates, altered modes of supervision and delays in completion times). In this article, I discuss the findings of a small-scale study, undertaken in July 2020, on whether there has been a significant change in the supervision of Master's and doctoral students in Africa due to the outbreak and impact of the COVID-19 pandemic. I used a Google Form online survey to obtain participants' opinion on the frequency of interactions between supervisors and supervisees, the medium of interaction as well as the Master's and doctoral candidates' general progress. The study participants were all instructors in higher education who supervise Master and PhD students. There has been a change in frequency and means of supervision, that there is more reliance on videoconferencing tools and interaction "at a distance". However, the data cannot conclusively confirm that there has been a significant transformation in the way students are supervised because many study participants indicated their wish to return to the way things were done pre-pandemic. Nevertheless, there will probably be more reliance on social media, email and other online tools such as Zoom and Skype post-pandemic. In the words of the study participants, "online supervision is developing" and "the pandemic has also given us more tools of engagement, which is good".

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