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首页> 外文期刊>Journal of occupational health psychology >The differential effects of interpersonal conflict from customers and coworkers: trait anger as a moderator.
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The differential effects of interpersonal conflict from customers and coworkers: trait anger as a moderator.

机译：客户和同事之间人际冲突的不同影响：作为主持人的特质愤怒。

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摘要

Interpersonal conflict (IC) at work is a frequently experienced type of workplace mistreatment that has been linked to a host of negative workplace outcomes. Previous research has shown that IC can have differential effects based on source, but this has not yet been investigated in terms of customer IC versus coworker IC. To remedy this oversight in the literature, we used a multimethod, multitime point design to compare IC from customers and coworkers experienced by 75 call center employees. Primarily, we investigated burnout, physical health symptoms, and task performance. Results indicated that customer IC was more strongly related to both personal and organizational outcomes. Additionally, trait anger was investigated as a moderator of these relationships, and the results indicated that people who are easy to anger may be more likely to experience negative effects as a result of customer IC. Implications of these findings, limitations, and areas for future research are discussed.
机译：工作中的人际冲突（IC）是一种常见的工作场所虐待现象，与许多负面的工作场所后果相关。先前的研究表明，IC可能会基于来源产生不同的影响，但是尚未针对客户IC与同事IC进行调查。为了弥补文献中的这种疏忽，我们使用了一种多方法，多时间点的设计来比较来自75名呼叫中心员工经验丰富的客户和同事的IC。首先，我们调查了倦怠，身体健康症状和任务表现。结果表明，客户IC与个人和组织成果之间的关系更为密切。此外，对特质愤怒进行了调查，以找出这些关系的调解人，结果表明，容易生气的人可能会因客户IC而遭受负面影响。讨论了这些发现，局限性和未来研究领域的含义。

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