Unraveling the impact of customer mistreatment on highway toll collectors’ turnover intentions: the roles of stress symptoms, affective commitment, and neuroticism

• Published in: Frontiers in psychology Vol. 15; p. 1333958
• Main Authors: Gao, Yongduan, Liu, Yanyan, He, Jianhua, Zhou, Jiaxin
• Format: Journal Article
• Language: English
• Published: Switzerland Frontiers Media S.A 19.02.2024
• Subjects: affective commitment; customer mistreatment; highway toll collectors; neuroticism; Psychology; stress symptoms; turnover intentions; customer mistreatment; turnover intentions; highway toll collectors; affective commitment; neuroticism; stress symptoms

In the service industry, highway toll collectors serve as a distinctive frontline workforce who frequently encounter mistreatment from customers. Unfortunately, these behaviors have not received the attention and resolution they deserve, resulting in significant physical and psychological stress for...