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首页> 外文期刊>Journal of Applied Psychology >Can't get it out of my mind: Employee rumination after customer mistreatment and negative mood in the next morning
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Can't get it out of my mind: Employee rumination after customer mistreatment and negative mood in the next morning

机译：无法摆脱的想法：第二天早上，客户遭受虐待和负面情绪后，员工陷入沉思

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摘要

Drawing on cognitive rumination theories and conceptualizing customer service interaction as a goal attainment situation for service employees, the current study examined employee rumination about negative service encounters as an intermediate cognitive process that explains the within-person fluctuations in negative emotional reactions resulting from customer mistreatment. Multilevel analyses of 149 call-center employees' 1,189 daily surveys revealed that on days that a service employee received more (vs. less) customer mistreatment, he or she ruminated more (vs. less) at night about negative encounters with customers, which in turn led to higher (vs. lower) levels of negative mood experienced in the next morning. In addition, service rule commitment and perceived organizational support moderated the within-person effect of customer mistreatment on rumination, such that this effect was stronger among those who had higher (vs. lower) levels of service rule commitment but weaker among those who had higher (vs. lower) levels of perceived organizational support. Theoretical and practical implications of these findings are discussed.
机译：本研究利用认知反思理论并将客户服务互动概念化为服务员工的目标实现情况，该研究考察了员工对负面服务遭遇的反思，这是一个中间的认知过程，该过程解释了客户虐待导致的人际内部负面情绪反应的波动。对149个呼叫中心员工的1,189项日常调查进行的多层次分析显示，在服务员工遭受更多（比更少）客户虐待的日子里，他或她在晚上就与客户的负面遭遇进行了更多（而不是更少）反省，这在转而导致第二天早上出现更高（相对更低）的负面情绪。此外，服务规则承诺和可感知的组织支持减轻了客户虐待对反刍的内部影响，因此，在服务规则承诺水平较高（相对较低）的人群中，这种影响较强，而在服务水平承诺水平较高的人群中，这种影响较弱。 （相对较低）的组织支持水平。讨论了这些发现的理论和实践意义。

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