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Customer mistreatment and employees’ extra-role performance: A goal failure perspective

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  • Do Uyen Tam

    (Vietnam Aviation Academy, Ho Chi Minh City, Vietnam)

Abstract

Although customer mistreatment has harmful consequences for employees and the organization, the boundary conditions of customer mistreatment have been largely neglected. This study conceptualizes Customer Mistreatment (CM) as a signaling failure regarding employees’ pursuit of tasks and social goals at work and aims to examine the impact of CM on employees’ extra-role performance through the mediating role of rumination. In addition, the moderating role of Hostile Attribution Bias (HAB) in the link between CM - rumination was also investigated. The Partial Least Squares Structural Equation Modelling (PLS-SEM) was used for data analysis, including measurement and structural assessment. Based on the data collected from 200 frontline staff working at Tan Son Nhat international airport, the findings revealed that CM indirectly affects employees’ extra-role performance via rumination. Besides, although HAB did not moderate the thee CM - rumination relationship, it did impact employees’ rumination. Limitations, recommendation for future research, and implications are discussed.

Suggested Citation

  • Do Uyen Tam, 2023. "Customer mistreatment and employees’ extra-role performance: A goal failure perspective," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 13(2), pages 85-96.
    • Handle: RePEc:bjw:econen:v:13:y:2023:i:2:p:85-96
    DOI: 10.46223/HCMCOUJS.econ.en.13.2.2459.2023
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    More about this item

    Keywords

    airport; customer mistreatment; extra-role performance; hostile attribution bias; rumination;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management
    • M14 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Corporate Culture; Diversity; Social Responsibility

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