A self?verification perspective on customer mistreatment and customer?directed organizational citizenship behaviors

Customer mistreatment events play a major role in employees' subsequent customer service behaviors, and is believed to have implications for sense of self. We extend this line research by developing self-verification account the relationship between customer-directed OCBs (OCB-Cs) examining theoretically prescribed novel mechanisms (i.e., self-verification) boundary conditions self-esteem entity appreciation) relationship. conducted programmatic series studies using daily diary (Study 1), audio vignette 2), behavioral experiment 3) designs test proposed model. The overall pattern results showed that led employees feel less self-verified, especially among those with higher trait self-esteem. These turn were more likely withhold OCB-Cs, perceiving lower levels appreciation. Overall, these deepen our understanding self-concept how experience react mistreatment--depending on see themselves they their customers general.