Publication Date
Summer 2024
Degree Type
Thesis
Degree Name
Master of Arts (MA)
Department
Psychology
Advisor
Megumi Hosoda; Howard Tokunaga; Jocelyn Fagan
Abstract
The mistreatment of workers by customers in the service industry is widespread and well-known. Although customer mistreatment is associated with negative consequences for employees, there is little knowledge about the potential consequences of the expectation of future mistreatment. The present study examined the relationship between mistreatment anticipation and work engagement and hypothesized that mistreatment anxiety would mediate the relationship between the two and that perceived organizational support (POS) would moderate the relationship between mistreatment anticipation and mistreatment anxiety. Data were collected from a sample of 183 individuals via an online survey. Results showed a significant and negative relationship between mistreatment anticipation and work engagement. However, results did not support the mediating role of mistreatment anxiety, or the moderating role of POS. These results suggest that the expectation of future mistreatment from customers is associated with lower levels of work engagement for service workers in the present. The results of the present study suggest that service organizations should aim to minimize levels of mistreatment anticipation among their employees to foster more positive work-related outcomes.
Recommended Citation
Fagan, Mia N., "The Anticipation is Killing Me! - Examining the Mediating and Moderating Relationships Between Mistreatment Anticipation and Work Engagement" (2024). Master's Theses. 5537.
DOI: https://doi.org/10.31979/etd.cptu-mt6j
https://scholarworks.sjsu.edu/etd_theses/5537
