| With the rapid development of the service industry,more and more companies have begun to attach importance to the implementation of customer-oriented service strategies in the fierce market competition and require employees to be customer-centered in the service process and do their utmost to meet all customer requirements.However,such requirements make the rights of customers and service employees unequal,and the phenomenon of customer mistreatment may easily occur during the service process.Customer mistreatment means the unfair treatment that occurs in the service industry which is made by customer and is not accepted by the employee.Research has found that customer mistreatment will produce a lot of negative effects on employee,such as,reduce the employees’ job satisfaction(Holmvall&Sidhu,2007;Walsh,2011),promote turnover intention(Li&Zhou,2013),lead to employees’ emotional exhaustion(Grandey,Kern,&Frone,2007),but as the effect on employee’s physical and mental health,the research is rare,especially about the effects on employees’ sleep quality.With the development of economy and social progress,enterprises are paying more and more attention to the employees’ health,especially the employees’ sleep quality.Based on this,the cognitive theory of rumination is cited in this study,explore the mechanism and boundary conditions of the influence of customer mistreatment on employees’ sleep quality.Based on the above analysis,we choose the nurse as the object of this study,and selected 130 nurses in the nurse group join our study.And conducted a five-day log study to explore the effect of customer mistreatment on the sleep quality of employees through affective rumination.The date’s collection is divided into two parts.The first part collects the basic information of participants,including demographic variables and individual characteristic variables.The second part is conducted continuously for five working days to investigate the daily customer mistreatment,affective rumination and sleep quality of the participants.The results showed that:(1)There was a positive correlation between customer mistreatment and affective rumination before fall asleep;(2)Customer mistreatment was negatively correlated with employee’s sleep quality at night;(3)Affective rumination was negatively correlated with employee’s sleep quality at night;(4)Affective rumination plays an mediating role between customer mistreatment and employee’s sleep quality at night;(5)Neuroticism regulates the relationship between customer mistreatment and affective rumination;(6)Neuroticism regulates the mediating role of affective rumination in the relationship between customer mistreatment and employee sleep quality at night.This research has certain significance in theory and practice.As the respect of theory,first of all,this study extended the research about the effect of customer mistreatment on employee’s physical and mental health.Secondly,our study further verified the reasonability of the goal progress theory which is applied in the customer mistreatment.Finally,we explore the boundary conditions of affective rumination.As the respect of practical significance,first of all,we proved that the customer mistreatment have adverse effect on employee’s sleep quality,and the affective rumination is a mediating variable between this relationship.So we suggest that the staff can do something that can help them achieve self-actualization,and can help them reduce the formation of rumination.Secondly,we suggest that enterprises should pay more attention to those individuals with high neuroticism,and in the part of the enterprise recruitment neurotic measurement can be a selection criteria. |
