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首页> 外文期刊>Journal of Service Research >When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees
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When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees

机译：当英雄和恶棍是受害者：如何不同的退出策略如何缓解顾客效果对前线员工的耗尽效应

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摘要

Withdrawal from work by frontline employees (FLEs) is generally perceived by managers as counterproductive or anti-service behavior. However, there may be detrimental effects of continuing to provide a service, particularly after an FLE has experienced incivility. The possible beneficial effects of withdrawal on frontline service employees’ well-being have rarely been investigated. In this article, we conducted two studies to examine the moderating role of on- and off-task withdrawal behaviors on the relationship between customer incivility and employees’ emotional exhaustion. In Study 1, we examined parking officers’ reactions to customer incivility. We found support for the role of off-task withdrawal as a resource-replenishing strategy, which mitigated the relationship between customer incivility and emotional exhaustion. In Study 2, we examined a sample of nurses in a large hospital to compare the replenishing potential of both on-task and off-task withdrawal strategies. We found that off-task withdrawal served a replenishing function, while on-task withdrawal aggravated nurses’ feeling of emotional exhaustion as a result of customer incivility. These results highlight different resource implications, including recovery benefits of short-term withdrawal behaviors at work, and provide important theoretical and practical implications for the management of customer incivility and frontline service employees’ well-being and performance.
机译：前线员工（FLES）退出工作（FLES）通常被管理人员视为适得其反或反级别行为。然而，仍然可能存在不利提供服务的影响，特别是在FLE经历了幸存下。撤回在前线服务员工福祉上的可能有益效果很少被调查。在本文中，我们进行了两项研究，以研究签发和非任务撤离行为对客户犯罪行为与员工情感疲惫之间关系的调节作用。在研究1中，我们审查了停车人员对顾客幸存行为的反应。我们发现支持非任务提款作为资源补充策略的作用，这些策略减轻了客户犯罪性与情绪疲惫之间的关系。在研究2中，我们在大型医院中检查了一名护士样本，以比较任务和非任务撤离策略的补充潜力。我们发现非任务提款服务于补充函数，而任务提取加重护士的情绪疲惫的感觉。这些结果强调了不同的资源影响，包括在工作中的短期提取行为的恢复效益，为客户的福利和前线服务福祉和表现提供了重要的理论和实践意义。

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