[1] Man, H., Liu, F., & Gao, Y. (2017). A meta-analysis of the relationship between customer misbehavior and emotional labor. Open Journal of Social Sciences, 5(6), 150-162. DOI: 10.4236/jss.2017.56014
[2] Zhang, H., Zhou, Z. E., Zhan, Y., Liu, C., & Zhang, L. (2018). Surface acting, emotional exhaustion, and employee sabotage to customers: Moderating roles of quality of social exchanges. Frontiers in Psychology, 9, 2197. doi.org/10.3389/fpsyg.2018.02197
[3] Cheng, P., Jiang, J., Xie, S., & Liu, Z. (2022). Dysfunctional customer behavior influences on employees’ emotional labor: The moderating roles of customer orientation and perceived organizational support. Frontiers in Psychology, 13, 966845. doi.org/10.3389/fpsyg.2022.966845
[4] Acquadro Maran, D., Varetto, A., Civilotti, C., & Magnavita, N. (2022). Prevalence and consequences of verbal aggression among bank workers: A survey into an Italian banking institution. Administrative Sciences, 12(3), 78. doi.org/10.3390/admsci12030078
[5] khadivar, A. , & Mehmannavazan, S. (2023). Segmentation and prediction of customer behavior based on the improved RFM model (LRFMSP). Modern Research in Decision Making, 8(2), 123-148. [in Persian]
[6] Arabi, M., Seidnaghavi, M., Vaezi, R., & Koshki Jahromi, A. (2023). Identifying the value creation components of human resources in selected government organizations in the field of culture. Management Research in Iran, 27(3), 30-55. [in Persian]
[7] Raza, B., St-Onge, S., & Ali, M. (2021). Consumer aggression and frontline employees’ turnover intention: The role of job anxiety, organizational support, and obligation feeling. International Journal of Hospitality Management, 97, 103015. doi.org/10.1016/j.ijhm.2021.103015
[8] Baranik, L. E., Wang, M., Gong, Y., & Shi, J. (2017). Customer mistreatment, employee health, and job performance: Cognitive rumination and social sharing as mediating mechanisms. Journal of Management, 43(4), 1261-1282.. doi.org/10.1177/0149206314550995
[9] Tomazelli, J. B., Rohden, S. F., & Espartel, L. B. (2024). The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior. Service Business, 1-27. doi.org/10.1007/s11628-024-00556-0
[10] Xiao, B., Liang, C., Liu, Y., & Zheng, X. (2022). Service staff encounters with dysfunctional customer behavior: Does supervisor support mitigate negative emotions? Frontiers in Psychology, 13, 987428. doi.org/10.3389/fpsyg.2022.987428
[11] Yu, S., Wu, N., Liu, S., & Gong, X. (2021). Job insecurity and employees’ extra-role behavior: moderated mediation model of negative emotion and workplace friendship. Frontiers in Psychology, 12, 631062. doi.org/10.3389/fpsyg.2021.631062
[12] Sommovigo, V., Setti, I., O’Shea, D., & Argentero, P. (2020). Investigating employees’ emotional and cognitive reactions to customer mistreatment: an experimental study. European Journal of Work and Organizational Psychology, 29(5), 707-727. doi.org/10.1080/1359432X.2020.1745189
[13] Robertson, N., Rotman, J., McQuilken, L., & Ringer, A. (2023). The customer is often wrong: Investigating the influence of customer failures and apologies on frontline service employee well‐being. Psychology & Marketing, 40(4), 825-844. doi.org/10.1002/mar.21789
[14] Shkoler, O., & Tziner, A. (2017). The mediating and moderating role of burnout and emotional intelligence in the relationship between organizational justice and work misbehavior. Revista de Psicología del Trabajo y de las Organizaciones, 33(2), 157-164. doi.org/10.1016/j.rpto.2017.05.002
[15] Kim, H., & Qu, H. (2019). The effects of experienced customer incivility on employees’ behavior toward customers and coworkers. Journal of Hospitality & Tourism Research, 43(1), 58-77. doi.org/10.1177/1096348018764583
[16] Wang, X., Yang, L., Chen, K., & Zheng, Y. (2024). Understanding teacher emotional exhaustion: exploring the role of teaching motivation, perceived autonomy, and teacher–student relationships. Frontiers in Psychology, 14, 1342598. doi.org/10.3389/fpsyg.2023.1342598
[17] Thapa, S., & Pradhan, P. M. S. (2024). Occupational stress and its correlates among healthcare workers of a tertiary level teaching hospital in Kathmandu, Nepal, during COVID-19 pandemic: a cross-sectional study. BMJ Public Health, 2(1). doi.org/10.1136/bmjph-2023-000126
[18] Parhizgar, M. M., & Bagheri, S. (2017). The relationship between customer mistreatment, emotional dissonance and emotional exhaustion with employee retaliation: Moderator role of supervisory support climate (Case of: Mellat Bank customers in Mashhad). Public Organizations Management, 5(4), 81-94. 20.1001.1.2322522.1396.5.0.6.8 [in Persian]
[19] Nowrozi, H., Ganj Ali Vand, S., & Abdullah Pour, S. (2018). The effect of customer violence on job burnout: Moderation of perceived organizational support. Organizational Resources Management Researches, 8(1), 157-176. [in Persian]
[20] Salari, M. (2019). Investigating the relationship between customer misbehavior and employee work outcomes with the moderating role of organizational support and the mediating role of emotional burnout, 5th International Conference on New Research in Management, Economics, Accounting and Banking
[21] Jalili, M., Asgarnezhad Nouri, B., Nemati, V., & Dehghani Ghahnavieh, A. (2023). The Impact of Disruptive Customers Behaviors on Frontline Employees Reaction Tourism Organizations, Moderating the Behavioral Approach of Managers and Partners. Geography and Human Relationships, 5(4), 147-168. 0.1001.1.26453851.1402.5.4.8.3 [in Persian]
[22] Hur, W.-M., Moon, T. W., & Han, S.-J. (2015). The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion. Journal of Service Theory and Practice, 25(4), 394-413. doi.org/10.1108/JSTP-02-2014-0034
[23] Fan, J., & Wang, H. (2022). Customer misbehavior and service employees' emotional exhaustion: Effects of surface acting, involvement, and mental elasticity. Social Behavior and Personality: an international journal, 50(12), 1-13. doi.org/10.2224/sbp.11625
[24] Zhao, X., Wang, F., Mattila, A. S., Leong, A. M. W., Cui, Z., & Yang, H. (2024). The impact of customer misbehavior on frontline employees’ work–family conflict and withdrawal behaviors. International Journal of Contemporary Hospitality Management. doi.org/10.1108/IJCHM-07-2023-0942
[25] Boateng, G. O., Neilands, T. B., Frongillo, E. A., Melgar-Quiñonez, H. R., & Young, S. L. (2018). Best practices for developing and validating scales for health, social, and behavioral research: a primer. Frontiers in public health, 6, 149. doi.org/10.3389/fpubh.2018.00149
[26] Geravand, A., Heidarzadeh Hanzaee, K., dehdashti shahrokh, Z., Abdolvand, M. (2024). Developing a model of consumer behavioral responses during the Covid-19 pandemic. Management Research in Iran, 28(2), 122-144. [in Persian]
27] kalati, R. , kordnaeij, A. , saberi, A. , Yazdani, H. , & bagheri, G. (2024). Identifying contextual factors affecting strategic innovation (case of study: football industry). Modern Research in Decision Making, 8(4), 61-91. [in Persian]
[28] Matavovszky, D., Nguyen Luu, L. A., & Karner, O. (2024). Development of an instrument to assess the mental health of university students: validation of the Outcome Questionnaire-45 in a Hungarian sample. Frontiers in Psychology, 15, 1334615. doi.org/10.3389/fpsyg.2024.1334615