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首页> 外文期刊>Journal of Applied Psychology >When Fellow Customers Behave Badly: Witness Reactions to Employee Mistreatment by Customers
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When Fellow Customers Behave Badly: Witness Reactions to Employee Mistreatment by Customers

机译：当客户的表现非常严重时：见证客户对员工虐待的反应

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摘要

In 3 experiments, we examined how customers react after witnessing a fellow customer mistreat an employee. Drawing on the deontic model of justice, we argue that customer mistreatment of employees leads witnesses (i.e., other customers) to leave larger tips, engage in supportive employee-directed behaviors, and evaluate employees more positively (Studies 1 and 2). We also theorize that witnesses develop less positive treatment intentions and more negative retaliatory intentions toward perpetrators, with anger and empathy acting as parallel mediators of our perpetrator-and target-directed outcomes, respectively. In Study 1, we conducted a field experiment that examined real customers' target-directed reactions to witnessed mistreatment in the context of a fast-food restaurant. In Study 2, we replicated Study 1 findings in an online vignette experiment, and extended it by examining more severe mistreatment and perpetrator-directed responses. In Study 3, we demonstrated that employees who respond to mistreatment uncivilly are significantly less likely to receive the positive outcomes found in Studies 1 and 2 than those who respond neutrally. We discuss the implications of our findings for theory and practice.
机译：在3个实验中，我们审查了客户在目睹同伴担任员工后的反应。绘制在正义的神话模型中，我们认为客户虐待员工领导目击者（即其他客户）留下更大的提示，从事支持性员工定向的行为，并更积极地评估员工（研究1和2）。我们还了解目击者对肇事者的较低积极的待遇意图和更负面的报复性意图分别发挥为我们的犯罪者和目标定向成果的平行调解员。在研究1中，我们进行了一个现场实验，审查了真正的客户目标导向反应，以便在快餐店的背景下见证虐待。在研究2中，我们在在线小插图实验中复制了研究1结果，并通过检查更严重的虐待和犯罪者定向的反应来扩展它。在研究3中，我们证明，患上虐待的员工不太可能在学习1和2中发现的积极成果明显不太可能比中立反应的那些患者。我们讨论了我们对理论和实践的影响。

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