25452: This Job Would be Great, if it Weren’t for...New Perspectives on Customer Mistreatment

Session Moderator(s)

• SH

  Siqi He

  University of Iowa, United States

Presentations:

• 12:00 - 13:30 CEST (GMT+2)

  12402: Counterfactual Thinking — An Agentic and Functional Cognitive Response Toward Customer Mistreatment (session 25452)
  

  Author: Siqi He – University of Iowa

  Author: Junhui Yang – University of Florida

  Author: Yiduo Shao – U. of Iowa

  Author: YoungHo Song – University of Windsor
• 12:00 - 13:30 CEST (GMT+2)

  13511: Us Against the World: Customer Mistreatment and Employee Compassion Networks (session 25452)
  

  Author: Haiyang Liu – Nanyang Business School, Nanyang Technological U., Singapore

  Author: Zheng Wang – School of management, Zhejiang U.

  Author: Ryan Fehr – U. of Washington, Seattle

  Author: Jack Chiang – Peking University
• 12:00 - 13:30 CEST (GMT+2)

  18256: The Lagged Effects of Customer Incivility on Next-Day Well-Being (session 25452)
  

  Author: Kyunguk Yang – Soonchunhyang University

  Author: Jaeyun Jeong – Hanyang University

  Author: Yeon Joo Chae – Jeonbuk National University
• 12:00 - 13:30 CEST (GMT+2)

  22538: The Dual Impact of Talking About Customer Mistreatment on Proactive Customer Service Performance (session 25452)
  

  Author: Wenrui Cao – School of Economics and Management, Beijing Jiaotong U., China

  Author: Yingqi Liu – Beijing Jiaotong University

  Author: Yuan Li – Hebei University of Technology
• 12:00 - 13:30 CEST (GMT+2)

  12734: Why and When Customer-Related Social Stressors Impair Service Performance: A Resources Perspective (session 25452)
  

  Author: Yuan Zhou – Shandong University

  Author: Yijing Lyu – -

  Author: Long-Zeng Wu – School of Management, Xiamen U.

  Author: Meihong Chen – Xiamen University