Customer mistreatment, employee depression, and organizational citizenship behavior: Emotional intelligence as a moderator

Main Article Content

Jeeyoon Jeong
Ji Hoon Lee
Cite this article:  Jeong, J., & Lee, J. (2022). Customer mistreatment, employee depression, and organizational citizenship behavior: Emotional intelligence as a moderator. Social Behavior and Personality: An international journal, 50(3), e11167.


Abstract
Full Text
References
Tables and Figures
Acknowledgments
Author Contact

Grounded in conservation of resources theory, this study investigated the relationship between customer mistreatment and organizational citizenship behavior by examining the mediating mechanism of depression in the workplace and the moderating role of emotional intelligence. Korean service employees (N = 319) completed a survey at two time points spaced 3 weeks apart. We found that customer mistreatment diminished employees’ organizational citizenship behavior through their sense of depression in the workplace. The results show that the positive relationship between customer mistreatment and depression in the workplace was weaker when employees had high emotional intelligence. The negative impact of customer mistreatment on organizational citizenship behavior was less pronounced for participants with high (vs. low) emotional intelligence. Theoretical and practical implications are discussed.

Please login and/or purchase the PDF to view the full article.
Please login and/or purchase the PDF to view the full article.
Please login and/or purchase the PDF to view the full article.
Please login and/or purchase the PDF to view the full article.
Please login and/or purchase the PDF to view the full article.

Article Details

© 2022 Scientific Journal Publishers Limited. All Rights Reserved.