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  1. I Have Had Enough: When and How Customer Mistreatment Leads to Coworker Undermining.Zhou Huilian, Muhammad Waqas, Farzan Yahya, Usman Ahmad Qadri & Fatima Zahid - 2022 - Frontiers in Psychology 13.
    Service workers are more prone to experience customer mistreatment because of their frequent interactions with them. Hence, it compels them to the level where their performance is compromised. Employees who face customer mistreatment feel ill-treated and develop the desire for revenge. Based on the social exchange and displaced revenge perspective, this study examined the relationship between customer mistreatment and coworker undermining, and individual-level resource-based moderator service rule commitment for this relationship. An analysis of time-lagged, dyadic data from the Chinese service (...)
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  • Cost of Serving Others: A Moderated Mediation Model of OCB, Ego Depletion, and Service Sabotage.Li Hongbo, Muhammad Waqas, Hussain Tariq, Farzan Yahya, Joseph Marfoh, Ahsan Ali & Syed Muhammad Ali - 2021 - Frontiers in Psychology 12.
    Taking support from ego-depletion theory, this study examines ego depletion as a mechanism that explains how employees’ organizational citizenship behavior leads to antagonistic consequences, i.e., service sabotage. Employees’ positive psychological capital is considered a moderator. PROCESS macro was used to test all the hypotheses using time-lagged, dyadic data collected from 420 employees and their 112 their supervisors associated with the service industry in China. This study finds that employees’ exhibition of OCB is positively linked to ego depletion, which in turn (...)
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