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

Black School of Business (Behrend)

Research output: Contribution to journal › Conference article › peer-review

3 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 (from-to)	143-148
Number of pages	6
Journal	Academy of Management Annual Meeting Proceedings
DOIs	https://doi.org/10.5465/AMBPP.2013.106
State	Published - 2013
Event	73rd Annual Meeting of the Academy of Management, AOM 2013 - Orlando, United States Duration: Aug 10 2013 → Aug 12 2013

All Science Journal Classification (ASJC) codes

Management Information Systems
Management of Technology and Innovation
Industrial relations

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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10.5465/AMBPP.2013.106

Cite this

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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",

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AU - Kim, Joongseo

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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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JO - Academy of Management Annual Meeting Proceedings

JF - Academy of Management Annual Meeting Proceedings

Y2 - 10 August 2013 through 12 August 2013

ER -

Unethical customers and employee burnout: The role of ethical leadership

Abstract

All Science Journal Classification (ASJC) codes

UN SDGs

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