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Article
Publication date: 1 February 2021

Jiuming Chen, Haiying Kang, Ying Wang and Mingjian Zhou

Drawing on self-determination theory (SDT), this study aims to understand the adverse effects of customer mistreatment on employee performance and well-being by thwarting the…

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Abstract

Purpose

Drawing on self-determination theory (SDT), this study aims to understand the adverse effects of customer mistreatment on employee performance and well-being by thwarting the satisfaction of employees' basic psychological needs. It also examines how these negative effects may be mitigated by empowerment human resource management (HRM) practices.

Design/methodology/approach

Two studies were conducted using survey data collected in China. In Study 1, cross-sectional data from 321 telemarketing employees were analyzed to examine how customer mistreatment reduces the satisfaction of employees' basic psychological needs, harming job performance and job satisfaction. In Study 2, multiwave, multisource data were collected from 149 property agents and their supervisors to replicate the findings of Study 1 and further test empowerment HRM as a moderator of the relationship between customer mistreatment and satisfaction of needs.

Findings

The results from both studies show that customer mistreatment leads to low job performance and job satisfaction via reduced satisfaction of employees' needs for autonomy and competence but not relatedness. Moreover, the negative effect on the satisfaction of employees' needs for autonomy and competence was buffered when organizations had high empowerment HRM practices in place.

Originality/value

This study provides new insights on customer mistreatment by understanding its effects from a motivational perspective, which has not been considered in prior research. It also explores how HRM practices can help satisfy employee needs in adverse work environments induced by customer mistreatment.

Details

Personnel Review, vol. 50 no. 7/8
Type: Research Article
ISSN: 0048-3486

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Article
Publication date: 10 August 2010

Xiao‐lan Yao, Xiang‐tao Yu, Qing‐he Wu and Qi‐hong Liang

The purpose of this paper is to reduce the crop losses at two ends and both sides of a plate in the rolling process, to produce a rectangular plan view pattern plate and to…

217

Abstract

Purpose

The purpose of this paper is to reduce the crop losses at two ends and both sides of a plate in the rolling process, to produce a rectangular plan view pattern plate and to enhance the total product yield of the plates.

Design/methodology/approach

Based on sample data and the unchangeable principle of the slab volume in the rolling process, the predictive MAS control models were set‐up. They are width broad MAS predictive model, width broad MAS control model, gaugemeter automatic gauge control (GM‐AGC) model, and plates tracking model. After the models were tuned, the rolling test was implemented at LinFen Iron & Steel Co., Ltd.

Findings

It is found that by accurately predictive online modeling of MAS methods, the plan view pattern control can be applied in plate mills.

Research limitations/implications

As the rolling process is in high temperature, the plan view pattern is difficult to be detected. Normally, the real‐time abnormity distortion cannot be obtained.

Practical implications

The test results showed that the crop losses are reduced and the product yield is greatly increased.

Originality/value

This paper presents an accurately predictive online modeling of MAS method.

Details

Kybernetes, vol. 39 no. 8
Type: Research Article
ISSN: 0368-492X

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