Wu, Haibo; Wang, Xiaohui; Chen, Peter - In: Journal of Managerial Psychology 34 (2019) 8, pp. 519-532
Purpose: Drawing on the transaction theory of stress, the purpose of this paper is to conceptualize customer mistreatment as a stressor and examine how job routinization and proactive personality help employees cope with the effects of customer mistreatment on emotional exhaustion and work...