The Differential Effects of Interpersonal Conflict from Customers and Coworkers: Trait Anger as a Moderator

Details

• Personal Author:
  Jex SM ; Pui SY ; Sliter KA ; Sliter MT
• Description:
  Interpersonal conflict (IC) at work is a frequently experienced type of workplace mistreatment that has been linked to a host of negative workplace outcomes. Previous research has shown that IC can have differential effects based on source, but this has not yet been investigated in terms of customer IC versus coworker IC. To remedy this oversight in the literature, we used a multimethod, multitime point design to compare IC from customers and coworkers experienced by 75 call center employees. Primarily, we investigated burnout, physical health symptoms, and task performance. Results indicated that customer IC was more strongly related to both personal and organizational outcomes. Additionally, trait anger was investigated as a moderator of these relationships, and the results indicated that people who are easy to anger may be more likely to experience negative effects as a result of customer IC. Implications of these findings, limitations, and areas for future research are discussed. [Description provided by NIOSH]
• Subjects:
  Men Mental Health Occupational Health Safety Women
• Keywords:
  Author Keywords: Interpersonal Conflict Burnout Customer Aggression Emotional Stress Humans Performance Physical Stress Physiological Stress Psychological Stress Psychology Stress Task Performance Workplace Mistreatment

  More +
• ISSN:
  1076-8998
• Document Type:
  Text
• Funding:
  Grant
• Genre:
  Journal Article
• Place as Subject:
  Illinois ; Ohio ; OSHA Region 5
• CIO:
  National Institute for Occupational Safety and Health (NIOSH)
• Topic:
  Workplace Safety & Health
• Location:
  North America
• Pages in Document:
  424-440
• Volume:
  16
• Issue:
  4
• NIOSHTIC Number:
  nn:20050270
• Citation:
  J Occup Health Psychol 2011 Oct; 16(4):424-440
• Contact Point Address:
  Michael T. Sliter, Department of Psychology, Bowling Green State University, 225 Psychology Building, Bowling Green, OH 43402
• Email:
  msliter@bgnet.bgsu.edu
• Federal Fiscal Year:
  2012
• Performing Organization:
  University of Cincinnati
• Peer Reviewed:
  True
• Start Date:
  20050701
• Source Full Name:
  Journal of Occupational Health Psychology
• End Date:
  20260630
• Collection(s):
  National Institute for Occupational Safety and Health
• Main Document Checksum:
  urn:sha-512:58c1d9d43d94ec4fd50efd3cc4583c6a1bc8e0f3db24aff5d48312538b7688ff84907e4c248525d6197d1116cdb74bceca7db9191bfa7beff2d60b84da99bf2f
• Download URL:
  https://stacks.cdc.gov/view/cdc/210690/cdc_210690_DS1.pdf
• File Type:
  [PDF - 137.99 KB ]