1499: Rethinking Customer Mistreatment at the Service Frontlines (12237)

Organizer(s)

• YW

  Yu Wu

  U. of Newcastle, Australia

Participant(s)

• NB

  Neha Bellamkonda

  IIM Bangalore, India
• RC

  Rahul Chandra Sheel

  XLRI-Xavier School of Management, India
• MS

  Mahesh Subramony

  Northern Illinois U., United States

Organizer(s)

• NS

  Nicholas Smith

  Northern Illinois U., United States
• NZ

  Nate Zettna

  The U. of Sydney, Australia

Discussant(s)

• DV

  Danielle Van Jaarsveld

  Sauder School of Business, U. of British Columbia
• JK

  Jaclyn Koopmann

  Auburn U., United States

Participant(s)

• KZ

  Kaixin Zhang

  UNSW Sydney
• MG

  Markus Groth

  UNSW Sydney, Australia
• ID

  Ilias Danatzis

  King's College London
• JM

  Jana Möller-Herm

  Freie U. Berlin

Over recent years, disruptive forces including global events (e.g., pandemics, economic turmoil) and the rapid innovation in technology (i.e., service robots and AI have introduced notable changes in the dynamics of service interactions between service workers and customers). These dynamic contextual shifts on the service frontlines necessitate comprehensive explorations congruent with the overarching theme of the upcoming 2024 Academy of Management Annual Conference, which emphasizes "innovating for the future." In response to these contextual shifts, it can be argued that there is a need for new theoretical lenses, examination of novel facets of customer mistreatment, and investigation of emerging mechanisms to unravel the complexity of customer mistreatment in evolving service settings. The aim of this proposed symposium is to foster discussion among scholars from multiple disciplines (e.g., HR, OB, Occupational Health, Marketing), with different theoretical and methodological perspectives, and conducting customer-mistreatment research in multiple national contexts (Australia, Canada, India, UK, and USA). By doing so, we aim to identify potential directions for the advancement of theoretical understanding, empirical research, and managerial policy with the context of the rapidly changing service frontlines.

Presentations:

• 13:15 – 14:45 CT (GMT-5/UTC-5)

  1499: The Effect of Emotional Appeals in Curbing the Customer-to-Customer Mistreatment (12237)
  

  Author: Ilias Danatzis – King's College London

  Author: Jana Möller-Herm – Freie U. Berlin
• 13:15 – 14:45 CT (GMT-5/UTC-5)

  1499: The Effect of Cognitive Appraisal of Customer Mistreatment on Employees’ Well-being and Behavior (12237)
  

  Author: Kaixin Zhang – UNSW Sydney

  Author: Markus Groth – UNSW Sydney

  Author: Yu Wu – U. of Newcastle, Australia
• 13:15 – 14:45 CT (GMT-5/UTC-5)

  1499: Too Drained to Smile and Serve, An Ego Depletion Perspective to Displaced Aggression (12237)
  

  Author: Neha Bellamkonda – IIM Bangalore

  Author: Rahul Chandra Sheel – XLRI-Xavier School of Management
• 13:15 – 14:45 CT (GMT-5/UTC-5)

  1499: The Impact of Different Types of Customer Mistreatment on Employees' Well-being and Attitude (12237)
  

  Author: Yu Wu – U. of Newcastle, Australia

  Author: Markus Groth – UNSW Sydney
• 13:15 – 14:45 CT (GMT-5/UTC-5)

  1499: The Impact of Different Customer Mistreatment Responses on Employees’ Stress and Well-being (12237)
  

  Author: Nicholas Aaron Smith – Northern Illinois U.

  Author: Mahesh Vaidyanathan Subramony – Northern Illinois U.