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Related Concept Videos

Stress Prevention and Stress Management Techniques V01:28

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A social support system is a structured network of personal relationships that provides assistance to individuals facing various challenges, offering a buffer against psychological and physical stressors. This network may consist of family members, friends, neighbors, colleagues, or other community members who provide resources and companionship. Social support can take many forms, including advice, emotional comfort, practical help, and companionship. Research indicates that these networks can...
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Psychological responses to stress encompass the various cognitive and emotional reactions individuals experience when faced with challenging or threatening situations, such as a job loss. Prolonged exposure to stressors can disturb emotional balance, increasing negative emotions (e.g., anxiety and sadness) and diminishing positive emotions (e.g., joy and satisfaction). These persistent emotional shifts are associated with an increased risk of both physical illness and mental health issues, such...
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Emotion-focused coping refers to a set of strategies aimed at managing the emotional impact of stressors, rather than directly addressing their causes. This approach involves altering one's emotional response to stressful situations to reduce their psychological effects. For example, individuals might talk with a friend or engage in activities like journaling to express their feelings. Such actions can help achieve emotional clarity or release, providing the psychological stability needed...
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Self-Help Support Groups01:28

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Self-help support groups are voluntary, community-based organizations that provide a platform for individuals with shared concerns to exchange support, insights, and practical strategies for coping with life challenges. Typically led by group members or paraprofessionals, these groups form a cornerstone of mental health care, especially in reaching populations that are underserved by traditional healthcare systems.
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Schizophrenia, a complex psychiatric disorder, has been historically misunderstood. Early psychological theories attributed its origins to childhood trauma and unresponsive parenting. However, contemporary research largely rejects these notions, favoring the vulnerability-stress hypothesis. This model proposes that individuals with a genetic predisposition to schizophrenia may develop the disorder following exposure to significant environmental stressors. Notably, studies on high-risk...
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Related Experiment Video

Updated: Aug 28, 2025

The Social Dimension of Stress: Experimental Manipulations of Social Support and Social Identity in the Trier Social Stress Test
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Service staff encounters with dysfunctional customer behavior: Does supervisor support mitigate negative emotions?

Biyan Xiao1, Cuijing Liang1, Yitong Liu1

  • 1School of Economics and Management, Weifang University of Science and Technology, Weifang, China.

Frontiers in Psychology
|September 15, 2022
PubMed
Summary

Dysfunctional customer behavior negatively impacts frontline employees, leading to negative emotions that reduce prosocial service behavior. Supervisor support can mitigate these effects, improving employee well-being and service quality.

Keywords:
customer misbehaviordysfunctional customer behaviornegative emotionperceived supervisor supportprosocial service behavior

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Area of Science:

  • Service Management
  • Organizational Psychology
  • Employee Well-being

Background:

  • Dysfunctional customer behavior (DCB) is prevalent in service industries, causing psychological distress and costs for firms.
  • Existing research links DCB to employee emotions but lacks a deep understanding of the psychological mechanisms involved.
  • Understanding DCB's impact on employee emotions and subsequent behavior is crucial for service quality and employee well-being.

Purpose of the Study:

  • To investigate the psychological process linking DCB to frontline service employee negative emotions.
  • To examine how these negative emotions influence employee prosocial service behavior.
  • To assess the moderating effect of perceived supervisor support on the DCB-emotion relationship.

Main Methods:

  • Survey of 185 frontline banking service employees.
  • Data collection on experiences with DCB, perceived supervisor support, and prosocial service behavior intentions.
  • Statistical analysis using structural equation modeling and hierarchical linear modeling.

Main Results:

  • DCB positively correlates with frontline employees' negative emotions.
  • DCB negatively impacts employee prosocial service behavior.
  • Negative emotions fully mediate the relationship between DCB and prosocial service behavior.
  • Perceived supervisor support moderates the relationship between DCB and negative employee emotions.

Conclusions:

  • Negative emotions are a key mediator through which DCB affects employee prosocial behavior.
  • Supervisor support is vital in mitigating the adverse effects of DCB on employees.
  • Implementing strategies to manage DCB and support employees is essential for service firms.