The Current Situation And Effect Of Customer Mistreatment In Medical Staff

In today’s service-oriented economic environment,customer bullying is one of the serious aversions that organizations and employees must face in daily operations.The research object of customer mistreatment at home and abroad is mostly call-center employees,and there are few researches on medical staff.Under the background of the domestic principle of vigorously advocating healthy China,the bullying behaviors faced by the medical staff from patients and their families are bound to a lot of attention and research.The influence of customer mistreatment on the emotional and job satisfaction of medical staff can not be ignored.Therefore,based on the conservation of resources theory in this studys,a qualitative and quantitative approach was used to explore the manifestations of customer mistreatment among medical staff and explore and test the influence of negative emotions and job satisfaction on medical staff.Qualitative research explores the form of customer mistreatment on medical staff and discusses its impact on negative emotions and job satisfaction.Using the interview method,the interviews were conducted with 21 medical staff in China.Data analysis was conducted on interview data using the grounded theory.The results show that customer mistreatment includes unfriendly attitudes,verbal attacks and offensive behaviors.It is initially discussed that customer mistreatment has an impact on the negative emotions and job satisfaction of medical staff.Quantitative research again examines the effect of customer mistreatment on the negative emotions and job satisfaction of medical staff.478 medical staffs were surveyed by questionnaires.The data was analyzed by SPSS 23.0.The results showed that customer mistreatment was positively correlated with the negative emotions of medical staff and negatively correlated with job satisfaction;psychological capital plays a negative regulatory role between customer mistreatment and negative emotions,and plays a positive regulatory role between mistreatment bullying and job satisfaction.The results of the research provide the manifestations and impacts of customer mistreatment for medical staff.Based on this,they can give reasonable management advice to business managers,and provide targeted management of medical personnel to help them better work and life.At the same time.it will help to ease the conflict between medical staff and patients and enhance the competitiveness of the hospital,and promote the rapid development of the medical industry.