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首页> 外文期刊>Journal of Management >The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility
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The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility

机译：工作需求和情绪疲惫在客户与员工不活跃关系中的作用

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摘要

Workplace incivility research has focused on within-organizational sources of incivility, and less attention has been paid to outside-organizational sources such as customers. In a cross-sectional field study, the authors found that service employees (N = 307) who reported higher levels of uncivil treatment from customers engaged in higher levels of incivility toward customers. Specifically, the results show that customer incivility toward employees is related to employee incivility toward customers through job demands first and then emotional exhaustion. The authors discuss the implications of these results and highlight directions for future research.
机译：工作场所不活跃性研究的重点是组织内部的不活跃性来源，而对外部组织（例如客户）的关注较少。在一项横断面的实地研究中，作者发现服务员工（N = 307）报告了更高水平的客户不文明对待，从而对客户产生了更高的不文明程度。具体而言，结果表明，客户对员工的不友好与员工对客户的不受欢迎程度有关，后者首先是通过工作需求，然后是情感疲惫。作者讨论了这些结果的含义，并强调了未来研究的方向。

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