DSpace Repository

How customer mistreatment impacts employee work outcomes: A self-determination theory perspective

Show simple item record

dc.contributor.author Chen, J.
dc.contributor.author Kang, H.
dc.contributor.author Wang, Y.
dc.date.accessioned 2022-04-26T07:56:28Z
dc.date.available 2022-04-26T07:56:28Z
dc.date.issued 2020
dc.identifier.citation Chen, J. , Kang, H., & Wang, Y. (2020). How customer mistreatment impacts employee work outcomes: A self-determination theory perspective, International Conference on Business Management -2019. en_US
dc.identifier.uri http://dr.lib.sjp.ac.lk/handle/123456789/11184
dc.description.abstract This study aims to discover how customer mistreatment influences employees’ work outcomes in relation to job performance and job satisfaction. Drawing on self-determination theory, this study proposes and tests a model in which the experience of customer mistreatment negatively predicts employees’ jobrelated outcomes via reducing their satisfaction in three distinct basic psychological needs. It also tests the moderating role of employees’ core self-evaluations on the relationship between customer mistreatment and basic need satisfaction. Data were obtained from 332 telemarketing employees from China. The results show that customer mistreatment negatively predicted job satisfaction and job performance via reducing employees’ need satisfaction for autonomy and competence. However, such negative effects were buffered when employees had high core self-evaluation. en_US
dc.language.iso en en_US
dc.publisher Faculty of Management Sciences, University of Sri Jayewardenepura en_US
dc.subject Customer mistreatment, psychological needs, self-determination theory, core self-evaluation, job satisfaction, job performance, China en_US
dc.title How customer mistreatment impacts employee work outcomes: A self-determination theory perspective en_US
dc.type Article en_US


Files in this item

Files Size Format View

There are no files associated with this item.

This item appears in the following Collection(s)

Show simple item record

Search DSpace


Browse

My Account