Relationship Between Customer Aggression And Job Burnout

BackgroundIn recent years, Psychology comes to pay close attention to customer aggression and foreign scholars took the lead to study it on relevant theoretical and empirical researches. In our country, there are very fewer theoretical researches on customer aggression and the empirical research is almost blank. With the rapid development of reforming and the flourishing of tertiary industry in our country, more and more problems are gradually showing up. Hence, it is necessary to have a research on customer aggression behavior under Chinese culture background. Exploring the relat-ionship between aggression behavior and the associated variables in service industry, is helpful for having effective intervention and provides theoretical basis for enterpr-ises to carry out more people-oriented management.ObjectiveTo understand the customer aggression that the service operator received and study the mechanism and relationship between customer aggression, emotional labor, mental flexibility and job burnout.Method1Cluster sampling was used to select600operators from Henan China Mobile customer service center. Customer aggression scale, psychological resilience scale, emotional labor forms and job Burnout scale were used to test all participants. The researchers used SPSS17.0to do data statistical processing including the difference test, correlation analysis and regression analysis.Results 1Customer aggression is significant on gender and marriage, the covert aggression and expressions of hostility have significant difference on customer aggression during working life. Deep acting had a significant difference on gender and working time. Surface acting had significant difference on marital status; mental fortitude and strength elastic had significant difference on marital status; there is a significant difference on psychological flexibility in working life.2Customer aggression and resilience, emotional labor and the job burnout were significant positive correlated; resilience in tough and power dimension, emotional labor strategy were negatively correlated; resilience was positively associated with the emotional labor strategies and job burnout; Surface acting factor from emotional labor strategy was negatively correlate with low sense of achievement; job burnout was positively correlated with emotional labor strategies.3expression of hostility and surface acting had positive predictable function on emotional exhaustion and deindividualized; Resilience had negative predictable function on emotional exhaustion and deindividualized; Deep acting had positive predictable function on diminished personal accomplishment.4Resilience plays a significant intermediary role between customer aggression and job burnout;.5surface acting plays a significant regulating role between customer’s aggression behavior and job burnout.Cionsonclus1Customer aggression behaviors, emotional labor strategy and job Burnout have significant difference on demographical variables including sex, marital status, working age. Psychological resilience has significant difference on marital status and working age.2Customer aggression behaviors have a influence on emotional labor, psychological resilience and job Burnout; psychological resilience has significant influence on emotional labor and job Burnout; emotional labor has significant influence on job Burnout. 3Customer aggression behaviors, resilience and emotional labor had striking p-redictable function on job burnout.4Psychological resilience plays a significant mediating effect between customer aggression behaviors and Low achievement.5Emotional labor strategy plays a regulative role between customer aggression behaviors and Low achievement.