Service workers’ chain reactions to daily customer mistreatment: Behavioral linkages, mechanisms, and boundary conditions.
基于压力-情绪模型，研究客户不当对待如何通过负面情绪引发服务人员的工作退缩行为和工作家庭冲突，并发现核心自我评价和客户服务培训能缓冲这些负面效应。
Drawing on the stressor-emotion model, we examine how customer mistreatment can evoke service workers' passive forms of deviant behaviors (i.e., work withdrawal behavior [WWB]) and negative impacts on their home life (i.e., work-family conflict [WFC]), and whether individuals' core self-evaluations and customer service training can buffer the negative effects of customer mistreatment. Using the experience sampling method, we collect daily data from 77 customer service employees for 10 consecutive working days, yielding 546 valid daily responses. The results show that daily customer mistreatment increases service workers' daily WWB and WFC through negative emotions. Furthermore, employees with high core self-evaluations and employees who received customer service training are less likely to experience negative emotions when faced with customer mistreatment, and thus are less likely to engage in WWB or provoke WFC. (PsycINFO Database Record