| Customer mistreatment refers to low-quality interpersonal treatment employees receive from their customers, including treating the employee in disrespectful, demanding, unreasonable, or aggressive ways. The marketing idea of customer is god make the customer mistreatment behavior become a wider problem.82% employees have suffered customer mistreatment, and customer mistreatment affects an estimated 54% of employees.Through the empirical method, this research explores the effect of customer mistreatment on employee’s work performance, mediating effect of emotion exhaustion between customer mistreatment and employee’s work performance and moderating effect of emotion regulation strategy(cognitive reappraisal and express suppression) between customer mistreatment and emotion exhaustion.The results are as below:(1)Customer mistreatment has significant negative effect on work performance of employees.(2) Emotion exhaustion has partial mediating effect on customer mistreatment toward employees’ work performance.(3)Cognitive reappraisal moderates the relationship between customer mistreatment and emotion exhaustion. Employees who use the cognitive reappraisal strategy own lower degree of emotion exhaustion and higher work performance.(4)Express suppression moderates the relationship between customer mistreatment and emotion exhaustion. Employees who use the express suppression strategy own higher degree of emotion exhaustion and lower work performance.(5)There are significant differences on customer mistreatment among age, education, overtime and the kinds of customer service staff.The study bases on the theory of affective events and reveals the affective reactions and integrated mechanism after employees suffer the customer mistreatment. Meanwhile, the intervention measures from emotion regulation strategies can be available. |
