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首页> 外文学位 >Influences of customer mistreatment on employees' emotional well-being: The moderating roles of on-line and off-line emotion regulation strategies.
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Influences of customer mistreatment on employees' emotional well-being: The moderating roles of on-line and off-line emotion regulation strategies.

机译：客户虐待对员工情绪健康的影响：在线和离线情绪调节策略的调节作用。

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摘要

Customer mistreatment is a growing issue for service organizations. The present study specified two forms of customer mistreatment behaviors: aggressive and demanding mistreatment and tested their proximal and lagged effects in predicting within-person fluctuation of service employees' emotional well-being. An archival data set was used to test the hypotheses. One thousand one hundred and eighty-five daily surveys were collected from 149 customer service representatives from a call center for 8 weekdays. Multilevel analyses were conducted to test the hypotheses. First, drawing on the cognitive appraisal model of emotion, theory for mood development, and resource perspective, the present study examined both proximal and lagged effects of customer mistreatment on employees' emotional well-being (i.e., daily emotional exhaustion and negative mood in the next morning) and the role of daily emotional exhaustion in mediating the lagged association between daily customer mistreatment and employees' negative mood in the next morning. The mediation model was largely supported by the current sample. Second, positive treatment by customer was demonstrated to be a significant moderator in buffering the detrimental effect of demanding but not aggressive customer mistreatment in predicting daily emotional exhaustion. Third, employees' on-line emotion regulation strategies (i.e., surface acting, deep acting, and natural expression) and off-line emotion regulation strategies (i.e., rumination and social sharing) were tested as moderators on the negative relationship between customer mistreatment and employees' lagged negative mood. The current findings supported some of these moderation effects but were not consistent across aggressive mistreatment and demanding mistreatment. Theoretical and practical implications were discussed.
机译：对于服务组织而言，客户虐待是一个日益严重的问题。本研究指定了两种形式的客户不当行为：激进和苛刻的不当行为，并测试了它们的近端和滞后效应，以预测服务员工情绪健康的人际波动。档案数据集用于检验假设。在一个工作日内，从呼叫中心的149个客户服务代表那里收集了185个每日调查，共8天。进行了多层次分析以检验假设。首先，本研究利用情绪的认知评估模型，情绪发展理论和资源视角，研究了客户虐待对员工情绪健康的近端和滞后效应（即日常情绪疲惫和负性情绪）。第二天早上），以及日常情绪疲惫在调解日常客户虐待和第二天早上员工的负面情绪之间的滞后关系中的作用。当前示例在很大程度上支持了调解模型。其次，事实证明，客户的积极对待是缓冲需求的有害影响的重要调节剂，但不是积极的客户虐待在预测日常情绪疲惫中的不利影响。第三，测试了员工的在线情绪调节策略（即表面行为，深度行为和自然表达）和离线情绪调节策略（即沉思和社交共享）作为主持人，以解决客户虐待与客户之间的负面关系。员工的负面情绪滞后。当前的研究结果支持了其中的一些缓和作用，但在激进的虐待和苛刻的虐待之间并不一致。讨论了理论和实践意义。

著录项

  • 作者

    Zhan, Yujie.;

  • 作者单位

    University of Maryland, College Park.;

  • 授予单位 University of Maryland, College Park.;
  • 学科 Psychology Industrial.;Sociology Organizational.;Psychology Cognitive.
  • 学位 Ph.D.
  • 年度 2011
  • 页码 135 p.
  • 总页数 135
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

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