Too depleted to control yourself? Effect of customer mistreatment on after‐work maladaptive behaviours through self‐control capacity impairment

• DOI: 10.1111/apps.12310
• Publication Date: 2021-01-21T08:58:01Z
• Authors: Hui Zhang; Zhiqing E. Zhou; Yanjun Liu; Yanwei Shi; Jian Xiao
• Keywords: Overeating; Affect

Abstract Drawing on self‐regulation theories, the current study examined effect of daily experience customer mistreatment at work three types maladaptive behaviours after (impulsive buying, overeating behaviours, and mobile phone overuse) through self‐control capacity impairment. Further, we investigated moderating roles two recovery activities (taking some time for relaxation learning something new work) relationship between employee With diary data collected from 57 fulltime service employees across 5 working days, our results revealed that was positively related to employees' impulsive buying overuse (but not behaviours) via impairment controlling mediating negative affect. Besides, relaxation, but learning, buffered positive These findings shed light further understanding underlying mechanisms strategies might mitigate effects mistreatment.