The Effect Of Customer Mistreatment On Service Employees' Organizational Citizenship Behavior

Foreign studies have demonstrated the negative relationship of customermistreatment on employee's job performance. However, few domestic scholars hasexplicitly explored the negative effects of customer mistreatment. What's more,researches have some discussion on its mechanism inside, but they aren't perfectespecially when used to explain the long-term influence of mistreatment. So it isnecessary to detect more on the interal influence process between customermistreatment and empoyee's behavior. The present study attempts to propose anexplanation from the perspective of motivation. Then, drown on the motivation theory,we aim to examine the mediating effects of work engagement between customermistreatment and employee organizational citizenship behavior. In additional, weintroduced service climate as a situational factors to discuss how the customermistreatment will affect employee's behavior in different levels of service climate.Structured questionnaires were designed as the research instrument for our study.All multi-item scales were translated from English using a scientific procedures andmeasured on a5-point Likert Scale. The valid sample consisted of14sections'14supervisors and135nurses from a public hospital in Huainan, Anhui Province. We usedSPSS22.0and AMOS18.0to test convergent validity and discrimination validity of thedata, and then use hierarchical regression to test the five theoretical hypotheses in thisstudy.Research results showed us: For companies in China, there was still a negativerelationship between customer mistreatment and employee's performance; Workengagement mediated the relationship between customer mistreatment and employee'sperformance; Service climate moderated the effect of customer mistreatment on serviceperformance in such a way that the relations were weaker for those lower serviceclimate rather than lower; Service climate did not moderate the relationship betweencustomer mistreatment and job engagement; Job engagement did not mediate the jointeffect of customer mistreatment and service climate on service climate. Research resultswere discussed in the end.