Unethical customers and employee burnout: The role of ethical leadership

Matthew J. Quade; Rebecca L. Greenbaum; Gabi Eissa; Mary B. Mawritz; Joongseo Kim

doi:10.5465/AMBPP.2013.106

Unethical customers and employee burnout: The role of ethical leadership

Matthew J. Quade, Rebecca L. Greenbaum, Gabi Eissa, Mary B. Mawritz, Joongseo Kim

Research output: Contribution to conference › Paper › peer-review

1 Scopus citations

Abstract

We argue that organizations can more effectively manage employees' reactions to customer unethical behavior by hiring and/or training ethical leaders. We find support for a moderated-mediation model whereby ethical leadership mitigates the indirect relationship between customer unethical behavior and employee outcomes, as mediated by employee emotional exhaustion.

Original language	English (US)
Pages	143-148
Number of pages	6
DOIs	https://doi.org/10.5465/AMBPP.2013.106
State	Published - 2013
Externally published	Yes
Event	73rd Annual Meeting of the Academy of Management, AOM 2013 - Orlando, United States Duration: Aug 10 2013 → Aug 12 2013

Other

Other	73rd Annual Meeting of the Academy of Management, AOM 2013
Country/Territory	United States
City	Orlando
Period	8/10/13 → 8/12/13

All Science Journal Classification (ASJC) codes

Management Information Systems
Management of Technology and Innovation
Industrial relations

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10.5465/AMBPP.2013.106

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title = "Unethical customers and employee burnout: The role of ethical leadership",

abstract = "We argue that organizations can more effectively manage employees' reactions to customer unethical behavior by hiring and/or training ethical leaders. We find support for a moderated-mediation model whereby ethical leadership mitigates the indirect relationship between customer unethical behavior and employee outcomes, as mediated by employee emotional exhaustion.",

author = "Quade, {Matthew J.} and Greenbaum, {Rebecca L.} and Gabi Eissa and Mawritz, {Mary B.} and Joongseo Kim",

year = "2013",

doi = "10.5465/AMBPP.2013.106",

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note = "73rd Annual Meeting of the Academy of Management, AOM 2013 ; Conference date: 10-08-2013 Through 12-08-2013",

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AU - Mawritz, Mary B.

AU - Kim, Joongseo

PY - 2013

Y1 - 2013

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AB - We argue that organizations can more effectively manage employees' reactions to customer unethical behavior by hiring and/or training ethical leaders. We find support for a moderated-mediation model whereby ethical leadership mitigates the indirect relationship between customer unethical behavior and employee outcomes, as mediated by employee emotional exhaustion.

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Y2 - 10 August 2013 through 12 August 2013

ER -

Unethical customers and employee burnout: The role of ethical leadership

Abstract

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All Science Journal Classification (ASJC) codes

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