Publications Database

Welcome to the new Schulich Peer-Reviewed Publication Database!

The database is currently in beta-testing and will be updated with more features as time goes on. In the meantime, stakeholders are free to explore our faculty’s numerous works. The left-hand panel affords the ability to search by the following:

  • Faculty Member’s Name;
  • Area of Expertise;
  • Whether the Publication is Open-Access (free for public download);
  • Journal Name; and
  • Date Range.

At present, the database covers publications from 2012 to 2020, but will extend further back in the future. In addition to listing publications, the database includes two types of impact metrics: Altmetrics and Plum. The database will be updated annually with most recent publications from our faculty.

If you have any questions or input, please don’t hesitate to get in touch.

 

Search Results

Amarnani, R., Restubog, S., Shao, R., Cheng, D. and Bordia, P. (2022). "A Self-verification Perspective on Customer Mistreatment and Customer-directed Organizational Citizenship Behaviors", Journal of Organizational Behavior, 43(5), 912-931.

Open Access Download

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