Despite the numerous studies on customer mistreatment, our understanding of the effectiveness of coping strategies for customer mistreatment remains limited. This research provides a meta-analytic structural equation modeling (meta-SEM) analysis to explore the distinctive coping types that employees may use when encountering customer mistreatment, as well as the subsequent outcomes. Drawing on the regulatory focus theory and the coping toward customer mistreatment, we categorize various coping strategies into three types (i.e., , , and ), and propose that these coping types have differential relationships with outcomes. Through a meta-SEM analysis based on 143 articles and 155 independent samples ( = 44,378), we found that these three coping types significantly mediated the mistreatment–outcomes relationships, and that was a more beneficial type of coping. This research provides significant implications for employees and organizations to effectively cope with customer mistreatment.

中文翻译：

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客户虐待和员工的应对策略：Meta-SEM 分析


尽管对客户虐待进行了大量研究，但我们对客户虐待应对策略有效性的了解仍然有限。本研究提供了元分析结构方程模型（meta-SEM）分析，以探索员工在遇到客户虐待时可能使用的独特应对类型以及随后的结果。借鉴监管焦点理论和对客户虐待的应对方式，我们将各种应对策略分为三种类型（即， ， 和 ），并提出这些应对类型与结果具有不同的关系。通过基于 143 篇文章和 155 个独立样本 (= 44,378) 的荟萃扫描电镜 (meta-SEM) 分析，我们发现这三种应对类型显着介导了虐待与结果的关系，并且这是一种更有益的应对类型。这项研究对员工和组织有效应对客户虐待问题具有重要意义。