The Impact Of Customer Negative Emotion On Employee's Satisfaction

Service features inseparability, which means when the service personnel are providing service to customers, the customers are consuming it correspondingly. They cannot be separated in time. When servicing, the frontline staff should not only offer the promised service accurately and effectively, but also show positive emotions to customers. "The customer is God" has long been regarded as golden management philosophy by the business community. Service companies emphasize the importance of customers. They try their best to make sure customers get the best benefit and enjoyment from enterprises' service in order to maintain customers. However, when providing services, the frontline staffs often encounter customers' complaints and unreasonable demands. But they must suppress grievances and show positive emotions, which will lead to staff's serious emotional disorders and bring more stress. In the long run, it may cause employees' discontent with work, low work efficiency or even turnovers. Currently, the high turnover rate caused by dissatisfaction is an important reason for companies' brain drain.This paper discusses the emotional conflict issue between customers and staff from the perspective of human resource management. Based on the emotional contagion theory and attribution theory, the author explores the influence of customers' negative emotions on employees' satisfaction. We introduce two correlated variables:sources of customers' negative emotions and employee support lever. Based on this, we construct the model to discuss the relationship among relevant variables and testify it using empirical data.The results are as follow:Firstly, customers' negative emotions exert negative impact on employees' satisfaction with work. Secondly, Sources of customers' negative emotions have moderating effect in this influence process. It exerts the maximum impact on job satisfaction when the negative emotions are from enterprises; and it exerts the minimum impact on job satisfaction when the negative emotions are from other customers. Thirdly, the enterprise support has moderating effect in this influence process. Higher levels of employee support has positive effect on staff job satisfaction, while lower levels of employee support exerts negative impact on staff job satisfaction.