Customer Injustice and Employee Performance: Roles of Emotional Exhaustion, Surface Acting, and Emotional Demands-Abilities Fit

This paper develops and tests a process model examining the sequential mediating roles of emotional exhaustion and surface acting on the relationships between employee perceptions of unfair treatment from customers and three forms of employee performance: in-role performance, customer-oriented organizational citizenship behavior (OCBC), and customer-oriented counterproductive work behavior (CWBC). In Study 1, we found support for our model demonstrating that the relationships between customer injustice and supervisor ratings of employees' in-role performance and OCBC are each sequentially mediated first by emotional exhaustion and then by surface acting. In Study 2, using time-lagged data, we found additional support for our sequential mediation process when predicting CWBC. Moreover, we found that emotional demands-abilities fit moderated the sequential indirect effect of customer injustice on CWBC. Implications for research and practice are discussed.

Automated summary

This study found that employee perceptions of unfair treatment from customers affect employee performance through the sequential mediating roles of emotional exhaustion and surface acting, with emotional demands-abilities fit moderating this process.