客户不公正对待对员工工作绩效的影响:表达抑制和认知重评的双向调节机制

发布时间：2018-05-21 16:42

本文选题：客户不公正对待 + 情绪衰竭　；参考：《暨南学报(哲学社会科学版)》2017年03期

【摘要】：客户不公正对待是员工与客户沟通服务过程中所经常面临的问题,会对员工身心健康、工作质量产生消极影响。因此,如何应对客户不公正对待是组织和员工所关注的重要管理议题。聚焦于员工面对客户不公正对待时所采取的情绪调节策略,探讨了认知重评策略与表达抑制策略对客户不公正对待与工作绩效间关系的影响。研究发现:(1)客户不公正对待负向影响员工工作绩效;(2)情绪衰竭在客户不公正对待与员工工作绩效的关系中起中介作用;(3)认知重评缓冲调节客户不公正对待与员工工作绩效的关系;(4)表达抑制加剧调节客户不公正对待与员工工作绩效的关系。
[Abstract]:Unfair treatment of customers is a common problem in the process of communication and service between employees and customers, which will have a negative impact on the physical and mental health of employees and the quality of work. Therefore, how to deal with unfair treatment of customers is an important management issue that organizations and employees pay attention to. Focusing on the emotional adjustment strategies adopted by employees in the face of customer injustice, this paper discusses the impact of cognitive reappraisal strategy and expression inhibition strategy on the relationship between customer unfair treatment and job performance. The study found that: 1) negative customer unfair treatment affects employee performance.) emotional exhaustion plays an intermediary role in the relationship between customer unfair treatment and employee performance. 3) Cognitive reappraisal buffer regulates customer unfair treatment and employee's unfair treatment. The relationship between job performance and employee's performance is enhanced by the inhibition of job performance.
【作者单位】：暨南大学管理学院;
【基金】：国家自然科学基金资助项目《幸福的体验效用与非理性经济决策行为研究——基于金钱和时间的分析视角》(批准号:71271001)
【分类号】：F272.92;F274

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