将心比心,以情换情——顾客无礼对待对员工工作场所越轨行为的影响

Take Heart to Heart and Exchange Feelings:Influence of Customers’Rude Treatment on Employees’Deviant Behaviors in the Workplace

基于资源保存理论,构建顾客无礼对待对员工工作场所越轨行为的影响模型。通过250份有效问卷,实证结果表明:顾客无礼对待正向影响员工工作场所越轨行为;情绪耗竭在顾客无礼对待与员工工作场所越轨行为关系之间起正向中介作用;组织关爱负向调节顾客无礼对待与情绪耗竭间的关系;组织关爱负向调节情绪耗竭在顾客无礼对待与员工工作场所越轨行为关系间的中介作用。研究结果丰富了员工工作场所越轨行为的理论研究,并从引入员工援助计划、加强组织关爱、优化服务流程等方面提出相应管理建议。

Based on the theory of resource conservation,a model of the influence of customers'rude treatment on employees'deviant behaviors in the workplace is constructed.Through 250 effective questionnaires,the empirical results show that:customers'rude treatment positively affects employees'deviant behavior in the workplace;emotional exhaustion plays a positive mediating role in the relationship between the rude treatment of customers and the deviant behavior of employees in the workplace;organizational care negatively regulates the relationship between customer disrespect and emotional exhaustion;and organizational care negatively regulates the mediating effect of emotional exhaustion on the relationship between customers'rude treatment and employees'deviant behaviors in the workplace.The research results enrich the theoretical research on employees'deviant behaviors in the workplace,and put forward corresponding management suggestions from the aspects of introducing employee assistance plan,strengthening organizational care and optimizing service process.