Research On The Impact Of Customer Mistreatment On Employee Performance

With the rapid development of the service industry,in order to compete for existing market resources and keep market share,most enterprises thereby continuously strengthen the customer service experience and instill the service concept of'"customer is God" into the business environment of the enterprise,putting forward higher requirements for the services of front-line employees of the company.When employees conflict with customers in the process of interacting with customers,unconditional maintenance of customer interests becomes an inevitable choice for enterprises.This asymmetry of rights further breeds customer mistreatment.In this process,employees can only swallow their voices,show emotional exhaustion,appear low satisfaction,affect their performance or generate revenge behavior,and also have a certain impact on the performance of the company.According to the two-factor theory,the work external environment as a health factor will have an impact on employee satisfaction.Customer mistreatment as an external negative environment will cause dissatisfaction among employees,which in turn affects job performance.Therefore,job satisfaction as an individual's psychological factor is likely to act as a mediator of the impact of customer mistreatment on job performance.In addition,according to the attribution theory,the attribution of the cause of the employee's judgment and interpretation of the external environment will determine his own work attitude.In the case of customer mistreatment,employees with external locus of control tend to attribute the reasons to external organizations,thereby reducing their job satisfaction;while internal locus of control believe that events occur due to differences in individual abilities Caused,the reasons are attributed to themselves,in order to adjust psychological satisfaction.Based on this,locus of control may act as a moderating variable to influence the relationship between customer mistreatment and job satisfaction.Based on this,this paper uses structural equation modeling and hierarchical regression method to explore the impact mechanism of customer mistreatment on employee performance,and conducts an empirical research on 420 employees of a large travel agency and an airline in Kunming.The results show that customer mistreatment has a significant negative impact on job performance;job satisfaction plays a part in mediating the impact of customer mistreatment on job performance;locus of control negatively regulate customer mistreatment to job satisfaction.The impact,that is,the higher the external locus of control.the lower the negative impact of customer mistreatment on job satisfaction.Enterprises can carry out special training to improve their interpersonal skills in dealing with related issues;managers should strengthen the shaping of employees'psychological environment,actively guide internal locus of control staff to relieve stress to reduce the impact of customer mistreatment;employees can mediate themselves emotions,strengthen self-control,communicate with other employees to find solutions,and release negative emotions;when selecting employees,companies should try to select employees with external locus of control.