Despite increasing interest being given to dysfunctional customer behavior in multiple service sectors, it is unclear how and why different types of dysfunctional customer behavior affect frontline employees’ emotional labor during the service interactions. Drawing upon the conservation of resources theory, we propose a conceptual model in which verbal abuse, disproportionate demand, and illegitimate complaint differentially influence frontline employees’ emotional labor strategies. Further, the boundary conditions of these relationships are considered by introducing perceived organizational support and customer orientation as moderators. (...) Using survey data from 436 frontline employees of five call centers in China, hypotheses were tested through a hierarchical regression analysis. The results indicated that verbal abuse and illegitimate complaint exerted positive effects on surface acting. Particularly, these positive effects were weaker when frontline employees perceived organizational support was high. Also, verbal abuse’s positive effect on surface acting was weaker when frontline employees’ customer orientation was high. Customer’s verbal abuse, disproportionate demand, and illegitimate complaint negatively influenced frontline employees’ deep acting. The negative effect of disproportionate demand on deep acting was weaker when perceived organizational support was high. However, when frontline employees’ customer orientation was high, the negative effects of disproportionate demand and illegitimate complaints on deep acting were weaker. (shrink)

In advocating gender equality today, we should not only pay attention to women's social status but also call for the women's psychological identification of class equality. What dominates female class identification? To answer this question, based on the data of the Chinese General Social Survey in 2015, this study constructs a female class identity framework from five aspects: the mother's intergenerational influence, female personal characteristics, lifestyle, gender consciousness, and spouse status. In this study, the ordered logit model is used to (...) empirically analyze the impact of various factors on female class identification, and the results show the following: gender consciousness has a significant impact on female class identification. Lifestyle has a significant impact on the situation of having a spouse. Spouse status has a significant positive effect on female class identification. But the mother's intergenerational influence has no effect on female class identification. Therefore, this paper suggests that we should improve laws and regulations to protect women's normal rights, encourage women to establish an independent and self-improvement character, and enhance the class consciousness of women, especially rural women, in order to achieve the overall improvement of female class and psychological identification. (shrink)

While at one level, the literature in ethics for some issues is broad, deep, and complex, for others it appears limited and lacking in sophistication. This cross — cultural study deals not only with the moral reasoning behind moral dilemmas in business but also with the magnitudes these dilemmas in concert with their possible outcomes and consequences. While many studies discuss the effect of these outcomes, we have found none that have explicitly examined them.The methodology and analysis use a novel (...) approach for this topic, and is a major contribution of the paper: that of tradeoff analysis. Tradeoff analysis is capable of revealing both the nature of an individual's moral reasoning as well as interactions between this and the rewards or consequences for the moral action. These interactions are illustrated with a cross — cultural pilot study conducted in Singapore and the United States, which reveal noteworthy differences in moral decision making. (shrink)