How to survive mistreatment by customers: employees’ work withdrawal and their coping resources

Abstract

Purpose

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

Design/methodology/approach

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Findings

A study of the emotional responses to mistreatment by customers in a Chinese hospital showed the negative consequences of their performance at work. The authors showed how workers tended to withdraw from difficult situations that left them in a state of emotional exhaustion. Both social support from colleagues and a conscientious attitude reduced the negative impacts.

Practical implications

The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations.

Originality/value

The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Citation

(2018), "How to survive mistreatment by customers: employees’ work withdrawal and their coping resources", Human Resource Management International Digest, Vol. 26 No. 1, pp. 23-24. https://doi.org/10.1108/HRMID-12-2017-0184