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首页> 外文期刊>Journal of Applied Psychology >When the Customer Is Unethical: The Explanatory Role of Employee Emotional Exhaustion Onto Work-Family Conflict, Relationship Conflict With Coworkers, and Job Neglect
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When the Customer Is Unethical: The Explanatory Role of Employee Emotional Exhaustion Onto Work-Family Conflict, Relationship Conflict With Coworkers, and Job Neglect

机译：当客户不道德时：员工情绪疲惫对工作-家庭冲突，与同事的关系冲突以及工作疏忽的解释性作用

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摘要

We integrate deontological ethics (Folger, 1998, 2001; Kant, 1785/1948, 1797/1991) with conservation of resources theory (Hobfoll, 1989) to propose that an employee's repeated exposure to violations of moral principle can diminish the availability of resources to appropriately attend to other personal and work domains. In particular, we identify customer unethical behavior as a morally charged work demand that leads to a depletion of resources as captured by employee emotional exhaustion. In turn, emotionally exhausted employees experience higher levels of work-family conflict, relationship conflict with coworkers, and job neglect. Employee emotional exhaustion serves as the mediator between customer unethical behavior and such outcomes. To provide further evidence of a deontological effect, we demonstrate the unique effect of customer unethical behavior onto emotional exhaustion beyond perceptions of personal mistreatment and trait negative affectivity. In Study 1, we found support for our theoretical model using multisource field data from customer-service professionals across a variety of industries. In Study 2, we also found support for our theoretical model using multisource, longitudinal field data from service employees in a large government organization. Theoretical and practical implications are discussed.
机译：我们将道义伦理学（Folger，1998，2001; Kant，1785/1948，1797/1991）与资源保护理论（Hobfoll，1989）结合起来，提出员工反复暴露于违反道德原则的行为会减少资源的可利用性。适当地参加其他个人和工作领域。尤其是，我们将客户的不道德行为识别为一种道德要求较高的工作需求，该需求导致员工情感疲惫所导致的资源枯竭。反过来，精疲力尽的员工会遇到较高的工作家庭冲突，与同事的关系冲突以及工作疏忽。员工情绪疲惫是客户不道德行为与此类结果之间的中介。为了提供进一步的道义效果证据，我们证明了客户不道德行为对情绪疲惫的独特影响，超越了对个人虐待和特质负面情感的感知。在研究1中，我们使用了来自各个行业的客户服务专业人员的多源现场数据，为我们的理论模型提供了支持。在研究2中，我们还使用来自大型政府组织中服务人员的多源纵向字段数据为我们的理论模型提供了支持。讨论了理论和实践意义。

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