顾客—员工消极情绪感染机制研究

A Study of Customers-Employee Negative Emotional Contagion Mechanism

顾客—员工权力的不对称,为提交或解决问题,绝大多数顾客以消极情绪结束服务交互。依据情绪认知评价理论和资源保存理论,通过整合相关文献,采用问卷调查法对348名顾客—员工的配对调查,探讨了顾客—员工消极情绪感染机制。研究结果表明:(1)顾客消极情绪通过员工感知顾客公平对员工情绪劳动产生影响;(2)员工集体主义倾向、组织服务氛围能够缓解顾客消极情绪对员工感知顾客公平的影响。此外,在对研究结果进行讨论的基础上,为服务性企业如何预防及应对顾客消极情绪提供了相应的建议。

Due to the asymmetry of power between customers and employees, the majority of customers would end their service interactions with negative emotion in order to report or resolve the problems. On the basis of cognitive appraisal theory of emotion and resource conservation theory, this paper collects and refers to the related literatures and makes a survey on 348 paired customers and employees by adopting the questionnaire method, so as to investigate the mechanism of customer-employee negative emotional contagion. The result shows that the customer negative emotion can influ- ence the employees＇ emotional work through their perceived customer justice. The collectivism tendency of the employees and the service atmosphere around the organization can alleviate the impact of customers＇ negative emotion on employee-perceived customer justice. In addition, based on the discussion about the research result, it puts forward some suggestions for service enterprises to prevent and deal with customers＇ negative emotion.