ISSN 1671-3710
CN 11-4766/R

Advances in Psychological Science ›› 2015, Vol. 23 ›› Issue (4): 690-701.doi: 10.3724/SP.J.1042.2015.00690

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Customer Mistreatment: Conceptualization, Measurement and Nomological Network

ZHAN Xiaojun1; LI Zhicheng2; LIANG Xuejiao1   

  1. (1 Research Center of Cluster and Enterprise Development, Jiangxi University of Finance and Economics, Nanchang 330013, China) (2 Sun Yat-sen Business School, Sun Yat-sen University, Guangzhou 510275, China)
  • Received:2014-07-22 Online:2015-04-15 Published:2015-04-15
  • Contact: LI Zhicheng, E-mail:


Customer mistreatment refers to the low-quality interpersonal treatment that employees receive from customers, such as Customer Verbal Aggression, sexual harassment. Previous studies have investigated the definition, construct and outcome of customer mistreatment in depth. Customer mistreatment is founded to be influenced by subject and object factors, and affect individuals and organizations through theories of resource conservation, social exchange, affective events and organizational justice. We concluded with an agenda for future research on the conceptualization, construct, measurement, nomological network, and cross-cultural investigation of customer mistreatment.

Key words: customer mistreatment, service interaction process, asymmetry of power