What is it about?
Customer mistreatment in the food and retail sectors has come under the spotlight during the COVID-19 pandemic. This research informs the design of interventional strategies for reducing its negative impact in challenging circumstances.
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Why is it important?
We show how and why mistreatment by customers increased counterproductive behavior in the workplace and the mechanism that underlies their relationship. We highlight that customer mistreatment represents those situations where a customer makes unfair demands, uses condescending language and exhibits disrespectful behaviour toward frontline staff We show that customer mistreatment provokes a strong emotional reaction and ruminative thoughts among the frontline staff We unpacked the dark side of rumination by discussing that rumination preserves the negative emotions and prolongs the negative impact of daily stressors such as customer mistreatment For managers, we highlight that the servant leadership style can protect the frontline staff from the negative emotional effects of customer mistreatment.
Read the Original
This page is a summary of: A COVID-19 contextual study of customers’ mistreatment and counterproductive work behavior at coffee cafés, British Food Journal, March 2021, Emerald, DOI: 10.1108/bfj-07-2020-0664.
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