The Empirical Study On The Customer Injustice And Employees’ Emotional Labor

As the representative of service sector, employees of retailing industry facing muchpressure, one of the major reasons is that they often suffering unfair behavior from consumersincluding verbal attack, personal abuse and unreasonable requests.Employees come into beingnegative emotions like depressed, grieved and unhappy. To maintain enterprise image and jobperformance, companies usually get requirements about employee’s emotional express.Theidea of “consumer is the God”has prevailed for such a long time, the result is that employeeexpress their emotions not in the real way,but do emotion work under the standards made bytheir employers.When countered unfair behavior from consumers,employees usually adopt surface ordeep performance,but the conclusion of the way unfair behavior of consumers affecting theseemotion work is not unified in present academic circle,this paper research based on thesamples of retailing industry’s worker at production line,indicating that this behavior producepositive influence to surface performance and negative influence to deep performance.Butthere is still unknown about factors influence the way of employee expressing theiremotions.As the enterprise,they cant do much to their consumers,so they couldn’t interfereunfair behavior from consumers directly.Finding relevant factors from employee becomes themost feasible research technique.According to ABC theory,the reason why employee behavesdifferent when encountering same unfair behavior is that their cognition to this aredifferent.That means we should put the emphasis on the factor that influencing the process ofcognition.The research based on the theory of Conservation of Resource Theory and PsychologicalCapital theory, divided into organization and employee angle, selected psychologicalcapitaland perceived organizational support as the moderating variable, analyzing moderating effectof consumer’s unfair behavior and emotional labor.Conclusion states that psychologicalcapitaldo negative influence in the process of bothsurface and deep performance, but perceived organizational support only do negativeinfluence in the process of surface performance.According to the research, this paper offers relevant policy recommendations to urgeemployees do more deep performance when facing consumer’s unfair behaviors, raising job performance and reducingthe consumption of psychological resources.