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Witnesses of Customer Incivility: Sympathy and Schadenfreude for Poorly-Treated Service Employees

机译：顾客竞选的见证人：对待员工不良服务员工的同情和Schadenfreude

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What are the effects of rude customers on service employees? Specifically, when customers are being uncivil toward an employee in a way that has ambiguous intent? While incivility has been explored in the psychology and management literature, we explore how a witness will feel and behave in cases of customer incivility. What does a witness feel when witnessing an act of customer incivility toward an employee, and how do these feelings differ based on whether they feel the employee deserved the uncivil treatment?

机译：粗鲁的客户对服务员工的影响是什么？具体而言，当客户以暧昧意图的方式对员工的不透明化渠道？虽然在心理学和管理文献中探讨了幸存情质，但我们探讨了证人如何在顾客幸存下感受和行为。目击者在目睹员工的顾客逍遥法行为时，这些感受如何根据他们是否认为员工是应得的不概念的治疗方法？

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来源
《Winter Marketing Academic Conference》|2018年|1 v. (various pagings)|共1页
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作者
Jonathan M. Beck; Clay M. Voorhees;
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原文格式 PDF
正文语种
中图分类市场学;
关键词
services marketing; customer incivility; sympathy; schadenfreude; incivility;

机译：服务营销;顾客幸存单;同情;Schadenfreude;非礼;

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1. Service employees' personality,customer orientation and customer incivility [J] . Sandra A. Kiffin-Petersen, Geoffrey N. Soutar International journal of quality and service sciences . 2020,第3期

机译：服务员工的个性，客户方向和客户效果
2. The effect of customer incivility on service employees' customer orientation through double-mediation of surface acting and emotional exhaustion [J] . Won-Moo Hur, Tae Won Moon, Su-Jin Han Journal of Service Theory and Practice . 2015,第4期

机译：通过表面行为和情感疲惫的双重中介，客户不友好度对服务员工的客户取向的影响
3. The effect of customer incivility on service employees' customer orientation through double-mediation of surface acting and emotional exhaustion [J] . Won-Moo Hur, Tae Won Moon, Su-Jin Han Journal of Service Theory and Practice . 2015,第4期

机译：通过表面行为和情感疲惫的双重中介，客户不友好度对服务员工的客户取向的影响
4. Witnesses of Customer Incivility: Sympathy and Schadenfreude for Poorly-Treated Service Employees [C] . Jonathan M. Beck, Clay M. Voorhees Winter Marketing Academic Conference . 2018

机译：顾客竞选的见证人：对待员工不良服务员工的同情和Schadenfreude
5. Take It or Leave: Customer Incivility and Intention to Quit in New-Hire Frontline Hospitality Employees. [D] . McWilliams, Claire T. 2017

机译：接受还是离开：客户的吸引力和退出新一线酒店服务员工的意愿。
6. When Do Service Employees Suffer More from Job Insecurity? The Moderating Role of Coworker and Customer Incivility [O] . Yuhyung Shin, Won-Moo Hur 2019

机译：服务员工何时会遭受工作不安全感的困扰？同事的角色扮演和客户不满意行为
7. Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality [O] . Waseem Bahadur, Saira Aziz, Salman Zulfiqar 2018

机译：员工同理心对员工互动期间客户满意度和忠诚度的影响：客户情感承诺和感知服务质量的中介作用

Witnesses of Customer Incivility: Sympathy and Schadenfreude for Poorly-Treated Service Employees

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