顾客欺凌、情绪耗竭与员工工作绩效:一个被调节的中介模型

发布时间：2018-04-18 00:25

本文选题：顾客欺凌 + 情绪耗竭　；参考：《商业研究》2017年04期

【摘要】：作为组织外部"阴暗面"的一种,顾客欺凌对于员工工作绩效的负向影响不可忽视。基于情感事件理论和资源保存理论,以"事件→情感→态度行为"为主线,从情绪耗竭的角度探讨顾客欺凌如何影响员工工作绩效,并对工作嵌入的调节作用进行检验。结果表明:顾客欺凌对员工情绪耗竭有显著的正向影响、对工作绩效有显著的负向影响,情绪耗竭在顾客欺凌与员工工作绩效关系中起中介作用,工作嵌入在顾客欺凌与员工情绪耗竭关系中起调节作用;工作嵌入也调节了顾客欺凌并通过情绪耗竭对员工工作绩效间接影响,即工作嵌入越高,情绪耗竭的中介作用越弱。本文从新的理论视角解释顾客欺凌的负向影响,揭示了顾客欺凌影响员工工作绩效的内在机制和作用条件。
[Abstract]:As a kind of external dark side, the negative influence of customer bullying on employee's work performance can not be ignored.Based on emotional event theory and resource conservation theory, this paper discusses how customer bullying affects employee's job performance from the perspective of emotional exhaustion, and tests the regulative effect of job embedding.The results show that customer bullying has a significant positive effect on employee emotional exhaustion and a significant negative effect on job performance. Emotional exhaustion plays an intermediary role in the relationship between customer bullying and employee work performance.Job embedding plays a regulatory role in the relationship between customer bullying and employee emotional exhaustion, and job embedding also regulates customer bullying and indirectly affects employee performance through emotional exhaustion, that is, the higher the job embeddedness, the weaker the intermediary effect of emotional exhaustion.This paper explains the negative effects of customer bullying from a new theoretical perspective, and reveals the internal mechanism and working conditions of customer bullying affecting employees' job performance.
【作者单位】：兰州财经大学工商管理学院;中国能源建设集团甘肃省电力设计院有限公司;
【基金】：国家社科青年项目,项目编号16CGL002 兰州财经大学科研专项经费资助
【分类号】：F719;F272.92

【相似文献】