From bad to worse

Groth, Markus; Grandey, Alicia A.

doi:10.1177/2041386612441735

Cited by 165 publications

(43 citation statements)

References 152 publications

(203 reference statements)

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“…To cope with feelings stemming from negative workplace events, employees may turn to dysfunctional coping strategies and counterproductive workplace behaviors. In doing so, the original victim of customer mistreatment may breed a cycle of negativity that results in further problems for coworkers and for the organization (Groth & Grandey, 2012). Our research, however, suggests that turning to more functional behaviors can assist employees in coping with the negative emotions arising from mistreatment by promoting the experience of positive emotions.…”

Section: Practical Implicationsmentioning

confidence: 81%

“…In service contexts, direct retaliation against the mistreating customer may not be possible due to the briefness of most service encounters. Service employees may therefore displace their retaliation toward agents that are perceived to be similar to the initial perpetrator (i.e., other customers, Groth & Grandey, 2012). This is supported by Sjöström and Gollwitzer (2015) who found that victims report higher levels of satisfaction and lower levels of regret when they are provided an opportunity to displace their revenge against an alternative target that belonged to the same group as the initial perpetrator.…”

Section: Study 2: Helping Toward Other Customers and Customer Orientamentioning

confidence: 93%

“…The effects of mistreatment are not only momentary but can carry over to have lasting effects on employees (Dudenhöffer & Dormann, 2013;Groth & Grandey, 2012). The negative emotions experienced as a result of interacting with uncivil customers are likely to persist as negative moods long after the mistreatment episode (Morris, 1989).…”

Section: Customer Mistreatment As An Affective Eventmentioning

confidence: 99%

See 2 more Smart Citations

Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors

Yue

Wang

Groth

2016

Personnel Psychology

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108

102

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Mistreatment by customers is a common occurrence for many frontline service employees. Although some evidence suggests that employees engage in dysfunctional workplace behaviors as a result of mistreatment, others studies have suggested that employees may cope with such negative experiences by helping others. Drawing on negative state relief theory, we conducted 2 studies to test these relationships and examine whether service employees cope with negative emotions arising from such daily customer mistreatment by engaging in helping others. In Study 1, daily surveys from 70 restaurant employees showed that daily customer mistreatment predicted the experience of negative moods the next morning, which, in turn, led to higher levels of coworker helping the next day. In Study 2, daily surveys from 54 retail employees showed that daily customer mistreatment led to higher customer helping the next day, but only when customer orientation was high. Our results further show that helping behavior was associated with elevated positive affective experiences and that the proposed relationships differ depending on whether customer mistreatment is measured at a daily or a cumulative perspective. Specifically, cumulative customer mistreatment over time decreased general helping. These findings are discussed in relation to employees' coping strategies towards acute and cumulative mistreatment.

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Section: Practical Implicationsmentioning

confidence: 81%

Section: Study 2: Helping Toward Other Customers and Customer Orientamentioning

confidence: 93%

Section: Customer Mistreatment As An Affective Eventmentioning

confidence: 99%

See 1 more Smart Citation

Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors

Yue

Wang

Groth

2016

Personnel Psychology

Self Cite

108

102

View full text Add to dashboard Cite

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“…In the literature, supervisors and colleagues are examined as possible sources both of support and of aggression. In service-sector organizations, conversely, users have rarely been considered as possible sources of support: the focus has been almost exclusively on the negative side of the relationship with “others.” Thus, disproportionate requests (Dormann and Zapf, 2004; Dudenhöffer and Dormann, 2013, 2015), customer mistreatment (Koopmann et al, 2015), or aggressive behaviors (LeBlanc and Kelloway, 2002; Viotti et al, 2015) have been considered to be factors that decrease job satisfaction and psychological well-being, contribute to developing stress, burnout, and the spiraling of negative exchanges between employees and customers (Groth and Grandey, 2012), and directly or indirectly enhance an employee’s intention to leave an organization (Lee and Ashforth, 1996; Jourdain and Chênevert, 2010). However, when service workers are asked why they have chosen their jobs (Maslach, 1982), they often declare their interest in “dealing with people” (Zimmermann et al, 2011, p. 31), thus implying that the motivational processes among service workers is often based on their interest in building a positive relationship with customers (users, patients, students, etc.).…”

Section: Introductionmentioning

confidence: 99%

Users’ Support as a Social Resource in Educational Services: Construct Validity and Measurement Invariance of the User-Initiated Support Scale (UISS)

2016

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Social support is an important resource for reducing the risks of stress and burnout at work. It seems to be particularly helpful for educational and social professionals. The constant and intense relationships with users that characterize this kind of service can be very demanding, increasing stress and leading to burnout. While significant attention has been paid to supervisors and colleagues in the literature, users have rarely been considered as possible sources of social support. The only exception is the Zimmermann et al.'s (2011) research, focused on customer support as a resource for workers' well-being. This paper proposes the validation of the customer-initiated support scale developed by Zimmermann et al. (2011), translated into Italian and focused on educational services users (children's parents), to measure the user support perceived by workers: the User-Initiated Support Scale (UISS). In Study 1 (105 teachers), which specifically involved educators and kindergarten teachers, the items and scale properties were preliminarily examined using descriptive analyses and exploratory factor analysis (EFA). In Study 2 (304 teachers), the construct and criterion validity and scale dimensionality were analyzed using confirmatory factor analysis (CFA). In Study 3 (304 teachers from Study 2 and 296 educators), measurement invariance (MI) was tested. The EFA results from Study 1 showed a one-factor solution (explained variance, 67.2%). The scale showed good internal coherence (alpha = 0.88). The CFA in Study 2 validated the one-factor solution (comparative fit index = 0.987; standardized root mean square residual = 0.054). Bivariate correlations confirmed construct validity; the UISS was positively associated (convergent) with user gratitude, and not associated (divergent) with disproportionate customer expectations. Regarding the criterion validity test, the UISS was strongly correlated with burnout and job satisfaction. The analysis of MI performed on the Study 3 data confirmed the equality of the parameters of the covariance structure model between the two samples of kindergarten teachers and educators. This research study offers a useful version of a tool for measuring a crucial, but often ignored, protective resource for all professionals working directly with people (patients, students, and service users) that can represent important sources of well-being, directly or indirectly lessening the negative impacts of job demands.

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“…Therefore, changing one dimension could affect the others in a dynamic and longitudinal way (Bringmann, Ferrer, Hamaker, Borsboom, & Tuerlinckx, 2018;Bringmann, Lemmens, Huibers, Borsboom, & Tuerlinckx, 2015;Hamaker, Asparouhov, Brose, Schmiedek, & Muthén, 2018). Such spillovers may be either positive (Hanson, Hammer, & Colton, 2006;Sirgy et al, 2001) or negative (Groth & Grandey, 2012;Stoetzer, Ahlberg, Bergman, Hallsten, & Lundberg, 2010).…”

mentioning

confidence: 99%

Work redesign: Intervention based on the Social Information Processing Approach

Buso

Pérez-Nebra

Tordera

et al. 2019

Rev. Psicol., Organ. Trab.

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The objective of this study was to measure the impact of a work redesign intervention based on the social information processing approach in an emotional work context. The research used a quasi-experimental panel design with pretest and post-test measurement, with intervention and control groups. A hundred and one health professionals participated in the study. Data were collected in 15-month intervals and 12 months after the intervention. We analyzed intergroup, intragroup, and psychological networks differences. Intergroup and intragroup analyses showed differences in the Information Processing category. The psychological network analysis suggested it was a protective, promising, and low-cost intervention for work redesign. The use of dynamic psychological network measures for intervention studies was discussed. Redesenho do trabalho: Intervenção baseada no paradigma de processamento de informação social Resumo O objetivo deste trabalho foi medir o impacto de uma intervenção de redesenho do trabalho a partir da proposta de processamento de informação social em um contexto de trabalho emocional. A pesquisa utilizou delineamento quase experimental de painel em dois momentos de coleta de dados, antes e depois da intervenção, em dois grupos, intervenção e controle. Participaram da pesquisa 101 profissionais de saúde com intervalos de 15 meses entre coletas de dados e 12 meses após a intervenção. Foram analisadas diferenças entre-grupos, intragrupos e nas redes psicológicas. Os resultados com as análises entre-grupos e intragrupos apresentaram diferença na categoria Processamento de informação. A análise de rede psicológica sugere que a intervenção foi protetiva, promissora e de baixo custo para o redesenho do trabalho. Discute-se o uso de medidas dinâmicas de rede psicológica para estudos de intervenção. Rediseño del trabajo: Una intervención basada en el paradigma del procesamiento de la información social Resumen El objetivo de este trabajo fue mensurar el impacto de una intervención de rediseño del trabajo a partir de la propuesta de procesamiento de información social en un contexto de trabajo emocional. La investigación utilizó un diseño casi experimental de panel con dos momentos de recogida de datos, antes y después de la intervención, en dos grupos, intervención y control. Participaron de la investigación 101 profesionales de salud. Los datos fueron recolectados en un intervalo de 15 meses y 12 meses después de la intervención. Se analizaron diferencias entre grupos, intra-grupo y de redes psicológicas. Los resultados del análisis entre grupos e intra-grupo mostraron diferencias en la categoría Procesamiento de información. El análisis de red psicológica sugiere que la intervención fue protectora, prometedora y de bajo coste para el rediseño del trabajo. Se discute el uso de medidas dinámicas de red psicológica para estudios de intervención.

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From bad to worse

Cited by 165 publications

References 152 publications

Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors

Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors

Users’ Support as a Social Resource in Educational Services: Construct Validity and Measurement Invariance of the User-Initiated Support Scale (UISS)

Work redesign: Intervention based on the Social Information Processing Approach

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