Priorities for Research on Customer Mistreatment in the Evolving Workplace

The aim of this presentation symposium is to highlight the importance of understanding and mitigating the effects of customer mistreatment on employees, customers, and the workplace. Utilizing field studies, laboratory experiments, and bibliometric reviews, this symposium will contribute to the AOM 2023 conference theme of 'putting the worker front and center' by discussing new directions in customer mistreatment research, providing measurement scales for use in future research, and building bridges between various disciplines engaged in understanding and managing this phenomenon. Priorities for Research on Customer Mistreatment in the Evolving Workplace Author: Mahesh Vaidyanathan Subramony; Northern Illinois U. Author: Danielle Van Jaarsveld; Sauder School of Business, U. of British Columbia Author: Jaclyn Koopmann; Auburn U. Author: David Douglas Walker; U. of British Columbia Author: Su Kyung Kim; Wilfrid Laurier U. Author: Nate Zettna; U. Of Sydney Author: Karyn L. Wang; U. Of Sydney Author: Yu Wu; U. of Newcastle, Australia Author: Markus Groth; UNSW Sydney Author: Nicholas Aaron Smith; Northern Illinois U. Author: Xinyu Hu; Roger Williams U. Author: Bethany Cockburn; Northern Illinois U. Author: Ilias Danatzis; King's College London Author: Jana Möller-Herm; Freie U. Berlin Author: Steffen Herm; Hochschule für Technik und Wirtschaft Berlin