Customer mistreatment: A review of conceptualizations and a multilevel theoretical model

Jaclyn Koopmann, Mo Wang, Yihao Liu, Yifan Song

Research output: Contribution to journalArticlepeer-review


In this chapter, we summarize and build on the current state of the customer mistreatment literature in an effort to further future research on this topic. First, we detail the four primary conceptualizations of customer mistreatment. Second, we present a multilevel model of customer mistreatment, which distinguishes between the unfolding processes at the individual employee level and the service encounter level. In particular, we consider the antecedents and outcomes unique to each level of analysis as well as mediators and moderators. Finally, we discuss important methodological concerns and recommendations for future research.

Original languageEnglish (US)
Pages (from-to)33-79
Number of pages47
JournalResearch in Occupational Stress and Well Being
StatePublished - 2015
Externally publishedYes


  • Affective work event
  • Customer aggression
  • Customer incivility
  • Customer interactional injustice
  • Customer mistreatment
  • Multilevel model

ASJC Scopus subject areas

  • Public Health, Environmental and Occupational Health
  • Psychiatry and Mental health


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