働く人の心理学・組織研究ナビ研究への、いちばん短く確かな道を。

独立した公益プロジェクト／広告なし・追跡なし

第21分野　感情労働・顧客対応・カスタマーハラスメント

顧客不当扱い・無礼研究

不公正、暴言、無礼、波及、交差性をたどります。

文献最終確認日 　分野完成版 v0.1

顧客関連ストレッサー、言語的攻撃、日々の不当扱い、報復・妨害、従業員無礼、顧客不公正、機能不全行動、無礼の累積を収録しました。

このページの主な出典

  1. Dormann, C., & Zapf, D. (2004). Customer-Related Social Stressors and Burnoutscale and longitudinal field studies
  2. Grandey, A. A., Dickter, D. N., & Sin, H.-P. (2004). The Customer Is Not Always Right: Customer Aggression and Emotion Regulation of Service Employeesfield study
  3. Wang, M. et al. (2011). Daily Customer Mistreatment and Employee Sabotage against Customers: Examining Emotion and Resource Perspectivesdaily diary field study
  4. Skarlicki, D. P., van Jaarsveld, D. D., & Walker, D. D. (2008). Getting Even for Customer Mistreatment: The Role of Moral Identity in the Relationship between Customer Interpersonal Injustice and Employee Sabotagemultistudy field and experimental research
  5. van Jaarsveld, D. D., Walker, D. D., & Skarlicki, D. P. (2010). The Role of Job Demands and Emotional Exhaustion in the Relationship between Customer and Employee Incivilityfield study
  6. Rupp, D. E. et al. (2008). Customer (In)Justice and Emotional Labor: The Role of Perspective Taking, Anger, and Emotional Regulationlaboratory experiments
  7. Harris, L. C., & Reynolds, K. L. (2003). The Consequences of Dysfunctional Customer Behaviorcritical incident field study
  8. Fisk, R. P. et al. (2010). Customers Behaving Badly: A State of the Art Review, Research Agenda and Implications for Practitionersintegrative review
  9. Andersson, L. M., & Pearson, C. M. (1999). Tit for Tat? The Spiraling Effect of Incivility in the Workplaceconceptual model
  10. Lim, S., Cortina, L. M., & Magley, V. J. (2008). Personal and Workgroup Incivility: Impact on Work and Health Outcomesmultilevel field study
  11. Sliter, M., Sliter, K., & Jex, S. (2012). The Employee as a Punching Bag: The Effect of Multiple Sources of Incivility on Employee Withdrawal Behavior and Sales Performancefield study
  12. Kern, J. H., & Grandey, A. A. (2009). Customer Incivility as a Social Stressor: The Role of Race and Racial Identity for Service Employeesfield study
  13. Walker, D. D., van Jaarsveld, D. D., & Skarlicki, D. P. (2014). Exploring the Effects of Individual Customer Incivility Encounters on Employee Incivilityevent-based field study
  14. Cortina, L. M. et al. (2001). Incivility in the Workplace: Incidence and Impactfield survey