It is NOT My pleasure: exploring motives of customer-directed Counterproductivity

Purpose Despite extensive research on individual and organization-focused counterproductive work behaviors, few studies have examined why employees intentionally harm the customer relationship. This study aims to examine the effects of customer stressors and abusive supervision on customer-directed counterproductive work behaviors (CDCWBs) and how social support and decision latitude mitigate these effects. Design/methodology/approach A total of 309 US-based employees working in diverse industries completed a survey that measured perceptions of customer stressors, abusive supervision, decision latitude, social support and the extent to which coworkers participate in CDCWBs. Regression was used to test the relative effects of customer stressors and abusive supervision on CDCWBs, with decision latitude and social support tested as moderators. Findings Customer stressors and, to a lesser extent, abusive supervision predicted CDCWBs. Decision latitude mitigated the effect of customer stressors. Neither decision latitude nor social support mitigated the effect of abusive supervision. Originality/value This study contributes to understanding why CDCWBs occur and how strongly different stressors (customer, supervisor) predict CDCWBs. The results help identify tools that service-related organizations can use to decrease CDCWBs, such as involving employees in using customer stressor data, empowering employees in customer service roles and developing leaders to avoid abusive supervision.