The Research On The Relationship Between Frontier Employee’s Feeling Of Customer Mistreatment And Service Sabotage Behavior Based On The Job Demands-Resources Model.

With the rapid development of China’s service industry, studies on the front-line staff employee behavior gradually warms up. As a boundary member in the organization, ront-line staff suffer the larger pressure from the work, it is necessary to follow the organization of the internal code of conduct, but also need to be addressed from organized external customer requirements, customers are often subjected to verbal violations, personal attacks, and other unfair practices unreasonable demands, easily form the accumulation of a variety of negative emotions. Furthermore, in order to maintain the corporate image and work performance, enterprise has certain requirements on the employees’ s emotional expression. For a long time, "the customer is God" concept deeply rooted. So employees can not be expressed in accordance with real emotions, as well as experience long-term emotional disorders.Currently, the organization has become a cutting-edge issues of emotional problems of organizational behavior management research. How effective emotional management guide, regulate and motivate employee behavior aroused the concern of common theory and practice community. Job demand-resource model proved to be effective in predicting burnout and other negative behavior by organizations operating characteristics. Based on this model as the theoretical framework, we study the relationship between customer unfair, service sabotage, emotional- rule dissonance, affective organizational support. Based on the questionnaires of 483 front-line service employees from nine sectors and institutions to investigate, we have reached the following conclusions:(1) The revised customer mistreatment scale presents a four-dimensional structure, includes self-centeredness,verbal attack,special demand and irrational evaluation.(2) There are different levels of customer mistreatment among the employees with different job tenure and age;(3) Emotional- Rules dissonance partially mediated the relationship between dissonance in customer mistreatment and service sabotage;(4) The affective support from organizations negatively moderates the path from customer mistreatment and service sabotage; Whereas the emotional control negatively moderates the path from customer mistreatment and service sabotage;(5) The affective support from organizations negatively moderates the mediating effect of emotional- rules dissonance.According to the this research results, the paper presented the management recommendations which emphase on reducing the emotional dissonance through giving employees affective support and appropriate empowerment in the face of the customer in when responding to unfair practices.