A Research On Influence Of Customer Injustice On Employee Job Burnout

The survey of the work status of Chinese employee launched by various media shows that staff job burnout level is generally high and every one in ten people shows serious job burnout. Previous research on job burnout antecedents remained mostly on the work load factor, very few researches focused on the staff opponents-customers. Relevant findings from the work done by the mainstream media shows employees encountered customer injustice frequently. From the strong desire of "fair talk" of employees we can see the unfair exchanges are seriously affecting their work status.From the view of customers and the entry point of customer injustice, this paper based on the theory of resource conservation, explored the job burnout mechanism and the change of relationship between customer injustice and job burnout under different conditions with the introduction of emotional intelligence(internal resource) and perceived organizational support (external resource).In this study, the respondents were from the Asia-Pacific region’s largest C2C trading platform-TAOBAO’s online customer service staff. This study distributed450questionnaires and received311effective questionnaires; the response rate is91.74%. The data were analyzed with SPSS17.0statistical analysis tools and we obtain the following conclusions:Firstly, the customer injustice has a significant positive effect on the staff job burnout. Higher customer injustice, higher staff job burnout. Secondly, emotional intelligence can moderate the relation between customer injustice and staff job burnout. When staff’s emotional intelligence level is lower, the positive correlation between customer injustice and staff job burnout is more significant. Thirdly, perceived organizational support can moderate the relation between customer injustice and staff job burnout. When staff’s perceived organizational support level is lower, the positive correlation between customer injustice and staff job burnout is more significant.In light of these conclusions, this research gave advice to the management practice in the end. In order to manage staff effectively, the organization needs:realize that customer is not always right and pay more attention on staff burnout psychologically; realize the importance of the balance of resources and promote staff emotional intelligence and perceived organizational support in action.