Unethical customers and employee burnout: The role of ethical leadership

Matthew J. Quade, Rebecca L. Greenbaum, Gabi Eissa, Mary B. Mawritz, Joongseo Kim

Research output: Contribution to conferencePaper

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 languageEnglish (US)
Pages143-148
Number of pages6
DOIs
Publication statusPublished - Jan 1 2013
Event73rd Annual Meeting of the Academy of Management, AOM 2013 - Orlando, United States
Duration: Aug 10 2013Aug 12 2013

Other

Other73rd Annual Meeting of the Academy of Management, AOM 2013
CountryUnited States
CityOrlando
Period8/10/138/12/13

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All Science Journal Classification (ASJC) codes

  • Management Information Systems
  • Management of Technology and Innovation
  • Industrial relations

Cite this

Quade, M. J., Greenbaum, R. L., Eissa, G., Mawritz, M. B., & Kim, J. (2013). Unethical customers and employee burnout: The role of ethical leadership. 143-148. Paper presented at 73rd Annual Meeting of the Academy of Management, AOM 2013, Orlando, United States. https://doi.org/10.5465/AMBPP.2013.106