18903: Proactive Perspectives on the Service Frontlines: From Managing Mistreatment to Enhancing Civility

Organizer(s)

• YW

  Yu Wu

  -
• NZ

  Nate Zettna

  The U. of Sydney, Australia

Discussant(s)

• DV

  Danielle Van Jaarsveld

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

  S Douglas Pugh

  Virginia Commonwealth U., United States

Presenter(s)

• DW

  David Walker

  U. of British Columbia, Canada
• SR

  Stephen Reid

  U. of Iowa, United States
• AF

  Andrea Fischbach

  German Police U., Germany
• KW

  Karyn Wang

  The University of Sydney, Australia
• NS

  Nicholas Smith

  Northern Illinois U., United States

Participant(s)

• SK

  Su Kyung Kim

  U. of Manitoba, Canada
• SC

  Stephen Courtright

  U. of Iowa, United States
• AJ

  Anya Johnson

  U. Of Sydney, Australia
• SV

  Stefan Volk

  The University of Sydney, Australia
• MS

  Mahesh Subramony

  Northern Illinois U., United States
• ID

  Ilias Danatzis

  King's College London
• LV

  Lisa Van Der Werff

  Dublin City U., Ireland

Presentations:

• 13:45 - 15:15 CEST (GMT+2)

  18903 Presentation 1: Customer Mistreatment in Service and Healthcare Encounters: A Bibliometric Review
  

  Author: David Douglas Walker – U. of British Columbia

  Author: Su Kyung Kim – U. of Manitoba

  Author: Danielle Van Jaarsveld – Sauder School of Business, U. of British Columbia
• 13:45 - 15:15 CEST (GMT+2)

  18903 Presentation 2: Let Me Speak to Your Manager! Employee Responses to Leader Loyalty During Customer Mistreatment
  

  Author: Stephen Reid – U. of Iowa

  Author: Stephen Hyrum Courtright – U. of Iowa
• 13:45 - 15:15 CEST (GMT+2)

  18903 Presentation 3: Violence and Negative Behavior as Distinct Emotional Labor Demands: Implications for HRM in Service
  

  Author: Andrea Fischbach – German Police U.
• 13:45 - 15:15 CEST (GMT+2)

  18903 Presentation 4: Time Out: Using Breaks to Halt Cycles of Mistreatment
  

  Author: Karyn L. Wang – The University of Sydney

  Author: Anya Madeleine Johnson – U. Of Sydney

  Author: Stefan Volk – The University of Sydney
• 13:45 - 15:15 CEST (GMT+2)

  18903 Presentation 5: Quick Team Formation: How Presumptive Trust Enhances Coworker-Directed Citizenship Behavior
  

  Author: Nicholas Aaron Smith – Northern Illinois U.

  Author: Mahesh Vaidyanathan Subramony – Northern Illinois U.

  Author: Ilias Danatzis – King's College London

  Author: Lisa Van Der Werff – Dublin City U.