How emotional regulation and conscientiousness break the reciprocal circle between customer mistreatment and surface acting: an experience sampling study
How emotional regulation and conscientiousness break the reciprocal circle between customer mistreatment and surface acting: an experience sampling study
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情绪调节和责任心如何打破顾客虐待和表面行为之间的循环：一项经验抽样研究
DOI：
10.1108/ijchm-09-2021-1102
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发表时间：
2022
影响因子：
11.1
通讯作者：
Yuan Bocong
中科院分区：
文献类型：
--
作者：
Lan Junbang;Gong Yuanyuan;Liu Tao;Wong Man-Nok;Yuan Bocong
目的基于资源守恒理论和情绪传染理论，本研究旨在提出顾客不当行为通过触发高水平的表面行为间接影响后续顾客不当行为。换句话说，有一个恶性循环形成的结果，客户虐待和表面表演。本文进一步认为，情绪调节和谨慎是有效的，在打破这种恶性循环。设计/方法/approachAn经验抽样研究97一线服务员工在连锁酒店的餐厅在中国进行，每天两次调查，连续10天。多层次路径分析被用来测试hypothes.FindingsThe结果表明，员工经历客户虐待上午会采取更频繁的表面行动策略在下午，这反过来又导致更多的客户虐待在下午。此外，这种间接的影响可以减轻高（与低）水平的情绪调节和journousness.Originality/valueRecently，已经越来越多地认识到客户的虐待和消极的员工成果之间的重要联系。然而，这些研究没有考虑到客户虐待的遗留效应。据作者所知，这是第一个开拓性的研究是否以及如何客户虐待会影响后续的客户虐待的情况下，从而提供了一个更全面的了解客户虐待的后果。
PurposeDrawing on the conservation of resource theory and emotional contagion perspective, this study aims to propose that customer mistreatment has an indirect effect on subsequent customer mistreatment by triggering high levels of surface acting. In other words, there is a vicious circle formed as a result of customer mistreatment and surface acting. This paper further argues that emotional regulation and conscientiousness are effective in breaking this vicious circle.Design/methodology/approachAn experience sampling study was conducted on 97 frontline service employees in a hotel chain’s restaurants in China, with two daily surveys for ten consecutive days. Multilevel path analyses were used to test the hypotheses.FindingsThe results indicate that employees experiencing customer mistreatment in the morning would adopt the surface acting strategy more frequently in the afternoon, which in turn induces more customer mistreatment in the afternoon. Further, this indirect effect can be mitigated by high (versus low) levels of emotional regulation and conscientiousness.Originality/valueRecently, there has been growing recognition of the vital links between customer mistreatment and negative employee outcomes. However, these studies have failed to consider the carryover effect of customer mistreatment. To the best of the authors’ knowledge, this is the first pioneer study on whether and how customer mistreatment can affect subsequent instances of customer mistreatment, thereby offering a more comprehensive understanding of the consequences of customer mistreatment.
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