On the basis of an integration of COR and cross-cultural theories,
we found that customer mistreatment related positively to sabotage and
negatively to OCBC. In addition, the mistreatment–sabotage relationship
was stronger among employees in Canada than among employees
in China, and the mistreatment–OCBC relationship was stronger among
employees in China than among employees in Canada. Individualism and
collectivism accounted for these differences in effect sizes, respectively