Effects of Customer Entitlement on Employee Emotion Regulation, Conceding Service Behaviour, and Burnout: The Moderating Role of Customer Sovereignty Belief
Effects of Customer Entitlement on Employee Emotion Regulation, Conceding Service Behaviour, and Burnout: The Moderating Role of Customer Sovereignty Belief
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客户权利对员工情绪调节、让步服务行为和倦怠的影响：客户主权信念的调节作用
DOI：
10.1080/1359432x.2020.1797680
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发表时间：
2020-08
影响因子：
4.3
通讯作者：
Yao Xiang
中科院分区：
文献类型：
--
作者：
Kim Su Kyung;Zhan Yujie;Hu Xiaoxiao;Yao Xiang
摘要
顾客权利意识是服务员工在为期望特殊待遇、优惠奖励和额外关照的顾客提供服务时所面临的一种与顾客相关的压力源。我们研究了一个模型，在该模型中服务员工对顾客……
ABSTRACT Customer entitlement is a customer-related stressor faced by service employees when serving customers who expect special treatment, preferential rewards, and extra consideration. We examine a model in which service employees respond to customer entitlement using emotion regulation and conceding service behaviour, and these responses in turn relate to employee burnout. This indirect effect of customer entitlement on burnout is proposed to be conditional on employees’ customer sovereignty belief (i.e., belief that customers have power over service employees and customer demands should be satisfied to the greatest extent). Results of two survey studies, one daily diary study with taxi drivers, and one time-lagged survey with university students working in various service jobs, support that employees use surface acting and conceding service behaviour in response to customer entitlement, customer sovereignty belief moderates the effect of customer entitlement on these responses as well as the indirect effect of customer entitlement on burnout. Employees low on customer sovereignty belief experience greater emotional exhaustion and depersonalization via surface acting, whereas employees high on this belief report higher levels of personal accomplishment via conceding service behaviour. These findings contribute to our understanding of when and why customer entitlement has positive and negative implications for service employees.
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影响因子：
7.6
作者：
BARON, RM;KENNY, DA
通讯作者：
KENNY, DA
影响因子：
10
作者：
Bettencourt, LA;Brown, SW
通讯作者：
Brown, SW
影响因子：
16.4
作者：
A. Rafaeli;R. I. Sutton
通讯作者：
A. Rafaeli;R. I. Sutton
影响因子：
12.4
作者：
Jagdip Singh;Michael K. Brady;Todd J. Arnold;Tom J Brown
通讯作者：
Jagdip Singh;Michael K. Brady;Todd J. Arnold;Tom J Brown
DOI：
10.1037/0021-9010.87.5.1001
发表时间：
2002-10
期刊：
The Journal of applied psychology
影响因子：
--
作者：
Wei-Chi Tsai;Yin‐Mei Huang
通讯作者：
Wei-Chi Tsai;Yin‐Mei Huang