Conceptualizing employees' behavioral pattern changes by experiencing customer mistreatment: Integrating moral self-regulation and dual process model perspectives

Young Ho Song
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Abstract

This conceptual paper has two aims. The first is to explain how frontline employees' workplace sabotage initially occurs when frontline employees experience perceived mistreatment from customers. Moral outrage arises among frontline employees and mediates the relationship between customer mistreatment and workplace sabotage. The second aim is to address changes in frontline employees' behavioral patterns during working hours. Initial negative workplace behaviors (workplace sabotage) are more likely to shift to good behavior (organizational citizenship behavior toward customer; OCB-customer) due to a need for moral cleansing, but will eventually revert to negative behaviors (additional workplace sabotage) as continuous customer mistreatment increases stress. To understand this process, moral-self regulation theory and the dual process model are introduced to support the conceptual model. Implications and future research directions are also discussed.

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员工因遭遇客户虐待而改变行为模式的概念化:整合道德自律和双重过程模型视角
这篇概念性论文有两个目的。首先是解释当一线员工感受到来自客户的虐待时,一线员工的工作场所破坏行为是如何开始发生的。道德义愤在一线员工中产生,并在客户虐待与工作场所破坏之间起到中介作用。第二个目的是解决一线员工在工作时间内行为模式的变化问题。最初的消极工作场所行为(工作场所破坏行为)更有可能因为道德净化的需要而转变为良好行为(面向客户的组织公民行为;OCB-客户),但随着持续的客户虐待行为增加压力,最终会恢复为消极行为(额外的工作场所破坏行为)。为了理解这一过程,引入了道德-自我调节理论和双重过程模型来支持概念模型。此外,还讨论了影响和未来的研究方向。
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来源期刊
CiteScore
3.40
自引率
13.60%
发文量
41
期刊介绍: The Canadian Journal of Administrative Sciences (CJAS) is a multidisciplinary, peer-reviewed, international quarterly that publishes manuscripts with a strong theoretical foundation. The journal welcomes literature reviews, quantitative and qualitative studies as well as conceptual pieces. CJAS is an ISI-listed journal that publishes papers in all key disciplines of business. CJAS is a particularly suitable home for manuscripts of a crossdisciplinary nature. All papers must state in an explicit and compelling way their unique contribution to advancing theory and/or practice in the administrative sciences.
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