顾客攻击行为的概念、影响因素及应对策略

Customer Aggression Behaviors: The Conception, Influential Factors and Coping Strategies

顾客攻击是由当时或之前接受组织服务的顾客实施的,针对该组织员工所进行的一系列不可接受的敌意行为,如恐吓、威胁、攻击,并且这些敌意行为会对该组织员工的工作业绩产生消极影响。顾客攻击是工作场所攻击行为在服务业的集中体现;本文从个体因素和情景因素两个角度分析了顾客攻击的风险因素,从心理/情感反应、人身伤害、与工作相关的消极结果三个角度探讨了顾客攻击的消极影响;相应的顾客攻击的应对策略包括个体应对策略和组织应对策略;最后对当前顾客攻击行为研究的开展进行了有针对性的评价与展望。

Customer aggression is defined as a series of unacceptable hostile behaviors exhibited by a current or former customer of an organization towards an employee that creates an intimidating, frightening or offensive situation, and these hostile behaviors will exert negative impact on the employees＇ working performance. Customer aggression is the concentrated reflection of workplace aggression behaviors in service industries. In this paper, we analyze the influential factors of customer aggression from the aspects of individual factors and situational factors. The related negative impact of the customer aggression include psychological/emotional reactions, physical harm and work-related negative outcomes. Before making the useful evaluation and expectation for the further research, we discuss the coping strategy of customer aggression behaviors from two aspects： individual coping strategies and organizational coping strategies.