This study adopts the goal attainment perspective to explain how daily customer-related social stressors (CSS) lead to next-day counterproductive work behavior toward customers (CWBC) via affective rumination. Integrating the Job Demands–Resources (JD-R) model, it further examines how the paradox mind-set moderates this process in a multilevel framework. Data from 31 Taiwanese hotel employees across 10 workdays (310 observations) support the mediating and moderating roles. Theoretically, this study offers new insights by integrating the goal attainment perspective with the JD-R model. Practically, it underscores the essential role of the paradox mind-set in helping employees navigate daily service demands.
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Han et al. (2026) studied this question.
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