Academic Journal
For the self or the environment? Customer mistreatment and pro-environmental behavior.
| Τίτλος: | For the self or the environment? Customer mistreatment and pro-environmental behavior. |
|---|---|
| Συγγραφείς: | Liu, Pei1 (AUTHOR), He, Ping1 (AUTHOR), Liu, Nan2 (AUTHOR) nanliu@m.scnu.edu.cn, Li, Xin2 (AUTHOR) xinli0813@m.scnu.edu.cn |
| Πηγή: | Journal of Sustainable Tourism. Aug2026, p1-26. 26p. 5 Illustrations. |
| Θεματικοί όροι: | *Client relations, Self-perception, Autonomy (Psychology), Green behavior, Attitudes toward the environment |
| Περίληψη: | AbstractDespite a wide investigation on the antecedents of pro-environmental behavior (PEB), factors in employee–customer interactions are poorly understood. This research, drawing from self-concept theory, theorizes that customer mistreatment impairs employees’ state self-concept (i.e., work meaningfulness), which results in decreased PEB. Moreover, employees’ trait self-concepts, i.e., self-orientation and environment-orientation, moderate the main effects. In particular, employees’ self-orientation strengthens customer mistreatment’s negative effect on work meaningfulness and subsequent PEB, while their environment-orientation protects such an effect and even reduces the negative effects of self-orientation. All our hypotheses were confirmed across a ten-day consecutive daily diary research and an experiment. This research not only enriches the antecedents and underlying mechanisms of PEB but also provides effective guidance for fostering employees’ PEB. [ABSTRACT FROM AUTHOR] |
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| Βάση Δεδομένων: | Business Source Index |
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