Study On The Content Structure Of Customer Aggression Behaviors And Its Relationship With Other Factors

Customer aggression behaviors is defined as a series of unacceptable hostile behaviors exhibited by a current or former customer of an organization towards an employee that creates an intimidating, frightening or offensive situation, and these hostile behaviors will exert negative impact on the employees' working performance. Studying "Customer Aggression Behaviors" helps the development of healthy organization. Recently, it has become the focus of studies of work and health psychology.The purposes of this dissertation were to investigate the contents of customer aggression behaviors as well as to study the consequences of customer aggression behaviors in china. For these purposes, some standard research method, such as literature review, interview and survey were used in this research. In addition, exploratory factor analysis, confirmatory factor analysis, structural equation modeling, correlation analysis and hierarchical regression analysis were also applied for date analysis. The main conclusions are as the following:Firstly, the content of customer aggression behaviors consisted of three factors, which included obstructionism, covert aggression, expressions of hostility. The reliability and validity of customer aggression behaviors questionnaire were highly enough.Secondly, the research discussed about the demographical variable's effects on customer aggression behaviors. The demographical variable included sex, age, marital status, working age, educational status, the type of organization. We found that the demographical variable had some significant effects on some dimensions of customer aggression behaviors.Thirdly, the research discussed the relationship between customer aggression and its consequence. It was discovered that "obstructionism" was positively correlated with emotional exhaustion and positively correlated with turnover intention; "covert aggression" was negatively correlated with emotional exhaustion; "expressions of hostility" was positively correlated with emotional exhaustion and positively correlated with turnover intention.Fourthly, the research discussed the mediate effects of emotional exhaustion by hierarchical regression analysis. We found that emotional exhaustion was only the fully mediate variable in the relationship between "expression of hostility" and turnover intention.Current limitations and future research orientation were also discussed at the end of the dissertation.