客户不公正对待对员工工作绩效的影响:表达抑制和认知重评的双向调节机制

Exploring the Effects of Customer Mistreatment on Employee Performance:The Moderating Roles of Cognitive Reappraisal and Expression Suppression

客户不公正对待是员工与客户沟通服务过程中所经常面临的问题,会对员工身心健康、工作质量产生消极影响。因此,如何应对客户不公正对待是组织和员工所关注的重要管理议题。聚焦于员工面对客户不公正对待时所采取的情绪调节策略,探讨了认知重评策略与表达抑制策略对客户不公正对待与工作绩效间关系的影响。研究发现:(1)客户不公正对待负向影响员工工作绩效;(2)情绪衰竭在客户不公正对待与员工工作绩效的关系中起中介作用;(3)认知重评缓冲调节客户不公正对待与员工工作绩效的关系;(4)表达抑制加剧调节客户不公正对待与员工工作绩效的关系。

Employees might experience customer mistreatment from the interactions between employees and customers.Customer mistreatment relates negatively to employees'health and performance.Organization and employee pay a lot of attention to how to cope with customer mistreatment.Focusing on emotion regulation strategies,we test the effects of customer mistreatment on employee performance and boundary effect.Results show that(1)customer mistreatment relates negatively to employee performance;(2)exhaustion mediates the relation between customer mistreatment and employee performance;(3)cognitive reappraisal buffer the association between customer mistreatment and exhaustion;(4)expression suppression exacerbates the association between customer mistreatment and exhaustion.Contributions to theory and practice are discussed.