Front Cover -- Mistreatment in Organizations -- Copyright page -- Contents -- List of Contributors -- Editorial Advisory Board -- Overview -- Can I Help You? Employee Prosocial Rule Breaking as a Response to Organizational Mistreatment of Customers -- Prosocial Rule Breaking -- Customers in the Organizational Literature -- Third-Party Justice -- Organizational Unfairness and Customer-Directed Prosocial Rule Breaking -- Employee Characteristics -- Justice Sensitivity -- Moral Identity -- Empathy -- Customer Characteristics -- Customer Similarity to the Employee -- Customer's Response to Unfairness -- Customer Contribution/Co-Creation -- Situational Characteristics -- Workgroup Structure -- Workgroup Service Climate -- Supervisor Support -- Conclusion -- Acknowledgment -- References -- Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model -- Conceptualizing Customer Mistreatment -- Customer Mistreatment as Interactional Injustice -- Customer Mistreatment as an Affective Work Event -- Customer Mistreatment as a Signal of Goal Failure -- Customer Mistreatment as a Resource-Depleting Event -- Concluding Comments on Conceptualizations of Customer Mistreatment -- A Multilevel Model of Customer Mistreatment -- Service Encounter-Level Customer Mistreatment versus Individual-Level Customer Mistreatment -- Service Encounter-Level Customer Mistreatment - Antecedents -- Employee States as Distal Antecedents -- Service Encounter Quality and Customer States as Proximal Antecedents -- Service Encounter-Level Customer Mistreatment - Outcomes -- Psychological Responses -- Affective Criteria as Distal Outcomes -- Behavioral Criteria as Distal Outcomes -- Distal Criteria and Employee States -- Individual-Level Customer Mistreatment - Antecedents -- Organizational Policies -- Job Characteristics -- Informal Work Environment.

Individual Characteristics -- Cognitive -- Interpersonal -- Individual-Level Customer Mistreatment - Outcomes -- Affective Criteria -- Job Attitudes -- Emotional Exhaustion -- Physical and Mental Health -- Behavioral Criteria -- CWB -- Customer Service Performance -- Citizenship Behavior -- Turnover -- Mechanisms Linking Individual-Level Customer Mistreatment and its Outcomes -- Individual-Level Boundary Conditions -- Justice-Based Moderators -- Emotion-Based Moderators -- Resource-Based Moderators -- Service Encounter-Level Boundary Conditions -- Moderators of the Employee States-Service Quality Relationship -- Moderators of the Psychological Response-Self-Regulation Impairment Relationship -- Methodological Recommendations -- Measurement of Constructs -- Multisource Data -- Longitudinal and Multilevel Design -- Conclusions -- References -- Aggression with a Conscience: A Rational and Moral Framework for Proactive Workplace Aggression -- Perpetrator Motives: A Literature Review -- Aggression as Vigilantism -- Aggression as a Result of Negative Emotions and Lapses in Self-Control -- Aggression as a Product of the Environment -- Summary -- Rational Choice Model of Aggression -- Justice -- Compliance -- Social Identity -- Moral Motives -- Moral Aggression Model and Reactive Moral Motives -- Moral Aggression Model and Proactive Moral Motives -- Discussion -- Theoretical Implications -- Practical Implications -- Limitations and Conclusion -- References -- Workplace Incivility and Its Implications for Well-Being -- Workplace Mistreatment -- Incivility -- Incivility in the Workplace -- Predictors and Outcomes of Incivility -- Predictors of Incivility -- Occupational Outcomes -- Employee and Relationship Outcomes -- Psychological and Physiological Health Outcomes -- Reducing Incivility -- Psychological Detachment -- Reframing Reactions to Incivility.

Educating Employees about Uncivil Behavior -- Civility, Respect, and Engagement at Work (CREW) -- Conclusion -- References -- Antecedents of Workplace Ostracism: New Directions in Research and Intervention -- Evolutionary Theory of Social Norms and Workplace Ostracism -- Injunctive Norms -- Norms against Harmful Behavior -- Descriptive Norms -- Managing Self-Concept -- Negative Deviates -- Positive Deviates -- Perceived Ingroup versus Outgroup Status -- Summary -- Intervention -- Mindfulness and Workplace Ostracism -- Organizational Support -- Summary -- References -- Coworker Responses to Observed Mistreatment: Understanding Schadenfreude in the Response to Supervisor Abuse -- Introduction -- Attribution Theory -- The Role of Causal Dimensions in the Attribution Process -- Abusive Supervision and the Attribution Process -- Antecedents to Schadenfreude -- Schadenfreude and Deserved Misfortune -- Schadenfreude and High Achievers -- Schadenfreude and Envy -- Schadenfreude and Personal Gain -- Methodological Implications -- Conclusion -- References -- Contextual Factors in Employee Mistreatment -- Context Defined -- The Mechanisms through Which Contextual Factors Relate to Mistreatment in Organizations -- The Stressor-Strain Framework -- Mistreatment as a Stressor -- Interactions with Personal Characteristics -- Contextual Factors Changing the Definition of Mistreatment -- Context at Different Level of Analysis -- Which Contextual Factors Relate to Mistreatment in Organizations? -- Type of Organization and Occupation -- Norms -- Climate -- Psychosocial Safety Climate -- Violence Prevention Climate -- Civility Climate -- Ethical Climate -- Climate of Bullying -- Direction of Climate Effects -- Leadership -- Workplace Characteristics -- Customer-Related Mistreatment -- Virtual Harassment -- Workplace Stressors -- Interpersonal Conflict.

Organizational Justice -- Control -- Organizational Constraints -- Role Stressors -- Summary and Future Directions -- References -- Conceptualizing and Measuring Workplace Abuse: Implications for the Study of Abuse's Predictors and Consequences -- Defining "Workplace Abuse" -- Hypothesized Predictors of Workplace Abuse -- Characteristics of the Work Environment -- Characteristics of Perpetrators -- Characteristics of Victims -- Hypothesized Consequences of Workplace Abuse -- The Relationship between Workplace Abuse and Victim Well-Being -- The Relationship between Workplace Abuse and Victim Job Effectiveness -- Workplace Abuse and Victim's In-Role Job Performance -- Workplace Abuse and Victim's Workplace Deviance -- Workplace Abuse and Victim's Withdrawal Behaviors -- Problems Conceptualizing and Measuring Workplace Abuse -- Review of the Item Content of Workplace Abuse Measures -- The Construct Breadth of Workplace Abuse Measures -- Capturing the Unique Qualities of Various Forms of Workplace Abuse -- Additional Considerations for the Measurement of Workplace Abuse -- The Nature of the Perpetrator-Victim Relationship -- The Distinction between Subjective and Objective Measures of Workplace Abuse -- The Timeframe Referenced in Workplace Abuse Measures -- The Need for Multiple Measures of Each Form of Workplace Abuse -- Future Research on the Predictors of Workplace Abuse -- The Item Content Workplace Abuse Measures -- The Distinction between Subjective and Objective Measures of Workplace Abuse -- Future Research on the Consequences of Workplace Abuse -- The Item Content Workplace Abuse Measures -- The Construct Breadth of Workplace Abuse Measures -- The Nature of the Perpetrator-Victim Relationship -- The Distinction between Subjective and Objective Measures of Workplace Abuse -- Summary -- Notes -- References -- APPENDIX.

Workplace Abuse Items Organized by Themes -- About the Authors.