TY  - JOUR
PY  - 2020//
TI  - The impact of customer mistreatment on employee displaced aggression: the moderating effect of interpersonal sensitivity and moral identity
JO  - Frontiers in psychology
A1  - Liu, Fang
A1  - Chen, Gang
A1  - Liu, Yu
SP  - e550978
EP  - e550978
VL  - 11
IS  - 
N2  - Although customer mistreatment produces harmful consequences for employees and organizations, our understanding of the boundary conditions of customer mistreatment has largely been neglected. This study examines whether and when customer mistreatment influences employee displaced aggression toward coworkers by demonstrating interpersonal sensitivity and moral identity traits as two critical boundary conditions. Through the analysis of 623 employees' questionnaire data, the results showed that customer mistreatment was positively related to employee displaced aggression toward coworkers. Furthermore, interpersonal sensitivity exacerbates the effect of customer mistreatment on displaced aggressive behaviors, while moral identity buffering the effect.<p />  <p>Language: en</p>
LA  - en
SN  - 1664-1078
UR  - http://dx.doi.org/10.3389/fpsyg.2020.550978
ID  - ref1
ER  -