Customer incivility and employee well-being: testing the moderating effects of meaning, perspective taking and transformational leadership
基于认知评价理论，研究意义感、观点采择和变革型领导对顾客不文明行为与员工幸福感关系的调节作用，发现变革型领导能缓冲负面影响，而意义感和观点采择虽不调节关系但正向关联幸福感。
This study investigated factors that influence the relationship between experiencing customer incivility and the psychological well-being of employees in the service industry (N = 215). Using the cognitive appraisal theory of stress, we identified and tested three factors that may buffer employees from the negative effects of customer incivility: finding meaning in work, perspective taking, and transformational leadership of supervisors. Transformational leadership was found to moderate the relationship between customer incivility and employee well-being. Meaning and perspective taking did not moderate the relationship between customer incivility and employee well-being, but did have a positive association with employee well-being. These findings contribute to the literature on customer incivility and suggest that organization-based resources that influence both primary and secondary appraisal, such as transformational leadership, are useful in buffering the harmful employee outcomes related to customer incivility.