Welcome to WELL

The Work Effectiveness & Leadership Lab is committed to:

  1. High quality, impactful and rigorous research

  2. Examine practically-relevant research questions

  3. Develop evidence-based and actionable knowledge and strategies that can be used by organisations

We investigate significant challenges faced by individuals and organizations. Specifically, we study dysfunctional workplace behaviors, careers, emotions and self-regulation at work, and customer reactions in response to organizational practices and mistreatment. 

In all our research, we take an interactionist approach by considering the interplay between person and contextual factors in predicting workplace attitudes and behaviors and non-work outcomes (e.g., family, health and well-being). We utilize a wide variety of methodologies in our research including interviews, surveys, implicit measurement, and experiments.

Our work has been published in top international journals (e.g., Journal of Applied Psychology, Journal of Management, Organizational Behavior & Human Decision Processes, Journal of Management Studies, Leadership Quarterly, Organization Studies, etc.) and are funded by the Australian Research Council (Discovery and Linkage - schemes), Social Sciences and Humanities Research Council of Canada, National Natural Science Foundation of China, and Social Science Foundation of the Ministry of Education of the People's Republic of China.

Selected publications

Amarnani, R., Restubog, S. L. D., Bordia, P., & Abbasi, A. (in press). Age as double-edged sword among victims of customer mistreatment: A self-esteem threat perspective. Human Resource Management.

Garcia, P. R. J. M., Restubog, S. L. D., Lu, V. N., Amarnani, R., Wang, L., & Capezio, A. (2019). Attributions of blame for customer mistreatment: Implications for employees’ service performance and customers’ negative word of mouth. Journal of Vocational Behavior, 110, 203-213.


Lu, V., Capezio, A., Restubog, S. L. D., Garcia, P. R. J. M., & Wang, L. (2016). In pursuit of service excellence: Investigating the role of psychological contracts and organizational identification of frontline hotel employees. Tourism Management, 56, 8-19.


Doucet, L., Shao, B., Oldham., G, Wang, L. (in press). I know how you feel but it does not always help: Integrating emotion recognition, agreeableness, and cognitive ability in a compensatory model of service performance. Journal of Service Management.


Hoang, T. H., Rao Hill, S., Freeman, S., Lu. V. N., & Imrie, B. (in press). Developing service climate in local vs. foreign firms in smaller Asian emerging markets: A resource-based and social exchange perspective. International Journal of Human Resource Management.


van Jaarsveld, D., Restubog, S. L. D., Walker, D., & Amarnani, R. (2015). Misbehaving customers: Understanding and managing customer injustice in service organizations. Organizational Dynamics, 44, 273-280. DOI 10.1016/j.orgdyn.2015.09.004