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

商业研究

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

林艳1，王志增2

1.兰州财经大学工商管理学院，兰州 730020； 2.中国能源建设集团甘肃省电力设计院有限公司，兰州 730050

收稿日期:2016-12-26 出版日期:2017-04-18
作者简介:林艳（1967-），女，河北深县人，兰州财经大学工商管理学院教授，研究生导师，研究方向：管理实践。
基金资助:
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。

Customer Mistreatment, Emotional Exhaustion and Employee′s Job Performance: A Moderated Mediation Model

LIN Yan1，WANG Zhi-zeng2

1.School of Business Management, Lan Zhou University of Finance and Economics, Lanzhou 730020,China；2.China Energy Engineering Group Gansu Electric Power Design Institute Co. Ltd., Lanzhou 730050,China

Received:2016-12-26 Online:2017-04-18

摘要/Abstract

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。

关键词: 顾客欺凌, 情绪耗竭, 工作嵌入, 工作绩效

Abstract: As one of the “dark sides” of the external organization, the negative impact of customer mistreatment on employee′s job performance cannot be ignored. Based on Affective Events Theory and Conservation of Resources Theory, this paper discusses the impact of customer mistreatment on job performance from the perspective of emotional exhaustion by taking “events-emotion-attitude and behavior” as the main line and tests the regulating effect of job embeddedness. The results show that: customer mistreatment has a significantly positive effect on emotional exhaustion, and has a significantly negative impact on job performance, emotional exhaustion plays an intermediary role between customer mistreatment and job performance,and job embeddedness plays a regulating role between customer mistreatment and emotional exhaustion; job embeddedness adjusts the indirect impacts of employee′s job performance caused by emotional exhaustion, which means when the rate of job embeddedness is higher, the impact of the intermediary role of emotional exhaustion will be smaller. This paper explains the negative impact of customer mistreatment from a new theoretical perspective, and reveals the internal mechanism and conditions of customer mistreatment on employees′ job performance.

Key words: customer mistreatment, emotional exhaustion, job embeddedness, job performance

林艳1，王志增2. 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[J]. 商业研究.

LIN Yan1，WANG Zhi-zeng2. Customer Mistreatment, Emotional Exhaustion and Employee′s Job Performance: A Moderated Mediation Model[J]. 商业研究.

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