The role of supervisor support for dealing with customer verbal aggression. Differences between ethnic minority and ethnic majority workers

Publikation: Beiträge in ZeitschriftenZeitschriftenaufsätzeForschungbegutachtet

Authors

Customer verbal aggression is a core social stressor among retail workers which impairs wellbeing via emotional dissonance. This study examined two moderators—supervisor support and ethnic minority status—in this well-established relationship. In addition, it tested a moderated moderated mediation model to explore whether the moderation effects of supervisor support on the indirect relationship between customer verbal aggression and wellbeing (measured as positive affect) via emotional dissonance vary between ethnic minority and ethnic majority workers. Retail workers of one retail chain (N = 603) completed our paper-pencil survey at two measurement points. Path modeling showed that emotional dissonance mediates between customer verbal aggression and positive affect. Taken alone, neither supervisor support nor ethnic minority status moderated this relationship. However, their combination had a significant moderating effect; supervisor support moderated the indirect effect of customer verbal aggression on positive affect through emotional dissonance only among ethnic minority workers. Surprisingly, supervisor support amplified this mediation. We discuss our findings by considering the role of supervisor support and the status of ethnic minority workers.

OriginalspracheEnglisch
ZeitschriftGerman Journal of Human Resource Management
Jahrgang37
Ausgabenummer4
Seiten (von - bis)247-272
Anzahl der Seiten26
ISSN2397-0022
DOIs
PublikationsstatusErschienen - 11.2023
Extern publiziertJa

Bibliographische Notiz

Publisher Copyright:
© The Author(s) 2022.

DOI

Zuletzt angesehen

Forschende

  1. Matthias Klöppner

Publikationen

  1. Ästhetikkolumne
  2. Mouseology – Ludic Interfaces – Zero Interfaces
  3. SAP exchange infrastructure for developers
  4. Idiosyncratic volatility, option-based measures of informed trading, and investor attention
  5. Lesetechnik
  6. Over here and over there
  7. Numerical investigation of laser beam-welded AA2198 joints under different artificial ageing conditions
  8. Attention and the Speed of Information Processing
  9. Futures loss, despair and empowerment work in the University of Vechta: an action research project
  10. Credit constraints, endogenous innovations, and price setting in international trade
  11. Multiculturalism in Canada
  12. Studien zu einer Ethik der Enttäuschung
  13. Two-pass friction stir welding of cladded API X65
  14. Asynchrone Objekte
  15. Tritheism
  16. Schwarz-weiß in Farbe
  17. All production is joint production - A thermodynamic analysis
  18. Introduction: Children's Literature Global and Local
  19. Das Ethos reiner Fraulichkeit
  20. Rechtliche Aspekte
  21. The F.D.P.
  22. Testing Lazear's jack-of-all-trades view of entrepreneurship with German micro data
  23. Didactics of Mathematics in Higher Education as a Scientific Discipline - Conference Proceedings
  24. Vom Abfall zum Einfall
  25. READY! Un programma per stimolare la prontezza decisionale
  26. Größen bauen auf Längen
  27. Let’s talk about money! Assessing the link between firm performance and voluntary Say-on-Pay votes
  28. Impulse für die Migrationsgesellschaft
  29. Negotiated third party access
  30. It´s All in the Game!
  31. Glen Mills Schools
  32. A reversed double movement in Brazil
  33. Das 5-Dollar-Neuron
  34. OSZE
  35. The Immunisation against COVID-19 as a Global Public Good
  36. Ross und Reiter
  37. Summary of Workshop on Fate of Pharmaceuticals in the Environment
  38. UN Global Action Programme and Education for Sustainable Development: A Critical Appraisal of the Evidence Base