Customer mistreatment harms nightly sleep and next-morning recovery: Job control and recovery self-efficacy as cross-level moderators.

Volume: 24, Issue: 2, Pages: 256 - 269
Published: Apr 1, 2019
Abstract
Customer mistreatment is becoming an important topic for work stress researchers and practitioners given the rise of service industry. Taking stressor-emotion-control perspectives, the authors examine day-level relationships between call center workers' customer mistreatment experiences and their impaired recovery outcomes mediated by end-of-work negative affect. Furthermore, control concepts in the job and personal domains are tested as...
Paper Details
Title
Customer mistreatment harms nightly sleep and next-morning recovery: Job control and recovery self-efficacy as cross-level moderators.
Published Date
Apr 1, 2019
Volume
24
Issue
2
Pages
256 - 269
Citation AnalysisPro
  • Scinapse’s Top 10 Citation Journals & Affiliations graph reveals the quality and authenticity of citations received by a paper.
  • Discover whether citations have been inflated due to self-citations, or if citations include institutional bias.