The Antecedents,Consequences And Tactics Of Consumer' Bully Behavior

With the development of service industry,the competition between the enterprises more and more concentrated in the service line personnel to the customer the service attitude of competition,it is based on the concept,enterprise has strict request to the service attitude."Customer is god" as the golden rule by many enterprises,the staff and customers,unconditional to maintain the interest of the customers become the inevitable choice of many enterprises.In this case,even if the error is not the people side,companies also tend to require employees to customers for unconditional acceptance.So,the frontline staff of service trade is often bullied by customers but dare to anger can't speak.Eventually lead to is often the result of the staff from customers when bullying exhibit negative emotions and turnover will increase,and the performance of enterprise image and cause serious negative effect.This is also our country service industry the key reason why staff turnover.Based on the above practical problems,this article from the perspective of emotional conflict and personnel turn-over to view customer bullying behavior,explore customer bullying to employee emotions,and turnover intention and the effect of and through the theory of emotional contagion,further explore the collective resignation of employees.This is the key reason for the loss of service workers in China.Based on the above practical problems,this article is based on literature review,starting from the present situation of China's service industry customer bullying,to discuss the reasons of bullying customers,customer bullying their mood,good health and a happy family,and from the multiple angles of individual and enterprise put forward the corresponding management strategy.