title: The differential effects of interpersonal conflict from customers and coworkers: trait anger as a moderator.
abstract: 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.
authors.affiliation: Department of Psychology, Bowling Green State University, Bowling Green, OH 43402, USA. msliter@bgnet.bgsu.edu
authors.forename: Michael T
authors.initials: MT
authors.lastname: Sliter
authors.forename: Shuang Yueh
authors.initials: SY
authors.lastname: Pui
authors.forename: Katherine A
authors.initials: KA
authors.lastname: Sliter
authors.forename: Steve M
authors.initials: SM
authors.lastname: Jex
mesh_terms: D000786:Anger; D003132:Commerce; D003220:Conflict, Psychological; D005260:Female; D006801:Humans; D007398:Interpersonal Relations; D008297:Male; D015146:Midwestern United States; D016272:Occupational Health; D013315:Stress, Psychological