Customer mistreatment harms nightly sleep and next-morning recovery: Job control and recovery self-efficacy as cross-level moderators.

Abstract

Customer mistreatment is becoming an important topic for work stress researchers and practitioners given the rise of service industry. Taking stressor-emotion-control perspectives, the authors examine day-level relationships between call center workers' customer mistreatment experiences and their impaired recovery outcomes mediated by end-of-work negative affect. Furthermore, control concepts in the job and personal domains are tested as cross-level moderators. Specifically, job control and recovery self-efficacy are identified to reduce the within-person process of customer mistreatment affecting recovery outcomes. Seventy-one call center employees completed a registration survey and then two daily surveys over 2 consecutive weeks, yielding 481 time-lagged day-level observations. Multilevel path analyses show that customer mistreatment is positively associated with increased negative affect, which, in turn, predicts poor sleep quality at night and poor recovery state the next morning. Job control attenuates the day-level effect of customer mistreatment on negative affect, and recovery self-efficacy alleviates the day-level effects of negative affect on sleep quality and next-morning recovery state. The findings shed light on the recovery-impairing effects of customer mistreatment and its important boundary conditions. (PsycINFO Database Record

The Work-Family Spillover Effects of Customer Mistreatment for Service Employees: The Moderating Roles of Psychological Detachment and Leader–Member Exchange

“…Our research shows that for the service employees, WFC and lack of family satisfaction can arise from the unfair and unjust treatment by customers. Irrational and inconsolable customers always exist, and customer mistreatment is thus difficult to prevent (Park and Kim, 2019). However, the organizations should try to reduce the occurrence of customer mistreatment in case of its negative work-family spill-over effects for organizational employees.…”

“…In addition, from the point-view of emotions, it has been argued (Chi et al, 2018) that individuals who experience customer mistreatment in the workplace may take negative emotions resulting from this mistreatment back home, engendering work-family conflict. Park and Kim (2019) also argued that customer mistreatment’s harmful effects can be extended to the personal life domain. In summary, service employees who are mistreated by customers are prone to experience WFC.…”

“…In the past decade, emerging studies have demonstrated that customer mistreatment can have negative consequences in terms of victim well-being (e.g., Grandey et al, 2004; Chi et al, 2018; Park and Kim, 2019) and work behavior (e.g., Skarlicki et al, 2008; Shao and Skarlicki, 2014; Baranik et al, 2017; Garcia et al, 2019). Despite these fruitful findings, the effects of customer mistreatment on the family domain for service employees remain almost unexplored, and this lack of knowledge is problematic, for family is one of the most important non-work domain which strongly relates to one’s well-being, work attitude and behavior (Casper et al, 2007).…”

So far, so good: Up to now, the challenge–hindrance framework describes a practical and accurate distinction

“…An early study showed that autonomy (a form of control) could be a moderator to reduce strength of the relationship between stressors and strains (Beehr, 1976), and still others have recently found forms of control to moderate the relationship between stressors and strains (e.g., Brough, Drummond, & Biggs, 2018;Cendales-Avala, Useche, Gómez-Ortiz, & Bocarejo, 2017;Park & Kim, 2019). Overall, however, the evidence for control as a moderator of the relationship between stressors and strains is not consistent (Semmer & Beehr, 2014).…”

Pengembangan Skala Efikasi Diri untuk Kesehatan Kerja (SEDKK): Studi Pendahuluan

“…Branden (2017) (Cherian & Jacob, 2013), pengambilan keputusan karier (Betz et al, 1996), perkembangan karier (Dimotakis et al, 2017), dan kepuasan kerja (Klassen & Chiu, 2010). Efikasi diri juga memainkan peran penting terhadap kesehatan manusia, seperti perilaku hidup sehat (Brouwer-Goossensen et al, 2018 (Park & Kim, 2018). Bandura (1982) menjelaskan bahwa efikasi diri yang tinggi memprediksi keberhasilan seseorang dalam meraih tujuannya.…”