Customer incivility is a common occurrence for frontline service employees that is associated with employees’ impaired short term as well as long term well-being and performance. Given its severe impact, research has been trying to explore effective ways to mitigate the detrimental effect of customer mistreatment. However, the search has been predominately directed at external environmental factors and role of employees’ proactive initiation of coping behaviors only got minimal attention. This ignores employees’ own agency and proactivity in dealing with stressors. In this research, we examined effectiveness of two emotion-focused coping strategies. In more detail, we collected momentary data from parking officers and examined their engagement of job avoidance and venting after encountering customer incivility. While job avoidance buffers the negative impact of customer incivility, venting ironically aggravate the negative effect. Furthermore, our study also showed the boundary effect of employees’ prosocial motivation.
|Name||Academy of management proceedings|
|Conference||2018 Academy of Management Annual Conference|
|Period||10/08/18 → 15/10/18|
- customer incivility
- job avoidance
- prosocial motivation