关键词: 顾客欺凌行为,工作反应,尽责性,主管支持

Abstract: Due to the asymmetry of the powers between service employees and their customers, customers often have mistreatment behaviors in the process of consumption. Based on the tracing investigation of 312 employees and their supervisors, this paper discusses the function of negative emotion, conscientiousness and supervisor support in the impact mechanism of customer mistreatment on service employees’ working reactions. The result shows that the negative emotion of the employees plays a partial mediator role between the customer mistreatment and employees’ service performance, while between customer mistreatment and employee sabotage it plays a total mediator role; conscientiousness and supervisor support can relieve the effect of customer mistreatment on employees’ negative emotion. In addition, on the basis of the research result it puts forward some relevant suggestions for service enterprises to prevent and deal with customer mistreatment.

Key words: customer mistreatment; working reactions; conscientiousness; supervisor support