摘要
顾客欺凌行为是酒店员工在对客服务中常见的负性行为之一。本文以资源保存理论为基础,探讨了顾客欺凌行为对酒店员工的生活满意感和离职倾向的影响及其内在机制,并构建了一个有调节的中介模型。研究结果发现:顾客欺凌行为会导致酒店员工生活满意感下降并产生更高的离职倾向;同时,情绪耗竭部分中介了顾客欺凌行为对酒店员工的生活满意感及离职倾向的影响。此外,主管支持调节了顾客欺凌行为对酒店员工情绪耗竭、生活满意感和离职倾向的直接效应,即高主管支持会缓解顾客欺凌行为对员工情绪耗竭、生活满意感和离职倾向的影响,而主管支持对情绪耗竭与员工生活满意感、离职倾向的关系不具有显著的调节作用。
Based on the conservation of resource theory and the data collected from 346 frontline hotel employees in China,this paper examined the effects of customer mistreatment behavior on employees’life satisfaction and turnover intention,and tested the impacts of exhaustion and supervisor support by using a moderated mediation model.The results show that customer mistreatment behavior is significantly related to employees’life satisfaction and turnover intention,and emotional exhaustion plays a fully mediating role in the above relationships;supervisors’support moderates the relationships between customer mistreatment behavior and emotional exhaustion,life satisfaction and turnover intention;the negative effect of customer mistreatment behavior on frontline employees’life and work aggravates when they have low supervisor support.
作者
杨璟
申传刚
逯付荣
YANG Jing;SHEN Chuangang;LU Furong(College of Tourism,Huaqiao University,Quanzhou 362021,China;College of Business Administration, Huaqiao University, Quanzhou 362021,China)
出处
《旅游科学》
CSSCI
北大核心
2017年第6期52-64,共13页
Tourism Science
基金
教育部人文社会科学青年基金项目"情绪劳动
工作-家庭冲突与婚姻幸福感:基于溢出-交叉的视角"(15YJC630156)
华侨大学高层次人才科研启动项目"情绪劳动影响婚姻幸福感的机制:工作-家庭冲突和负性情绪的中介作用"(15SKBS205)
关键词
顾客欺凌行为
情绪耗竭
主管支持
酒店员工
生活满意感
离职倾向
customer mistreatment behavior
emotional exhaustion
supervisor support
hospitality
life satisfaction
turnover intention