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Feeling bad and doing good: The effect of customer mistreatment on service employee's daily display of helping behaviors

机译：感到糟糕，做得很好：客户虐待对服务员工的日常展示帮助行为的影响

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Abstract >Mistreatment by customers is a common occurrence for many frontline service employees. Although some evidence suggests that employees engage in dysfunctional workplace behaviors as a result of mistreatment, others studies have suggested that employees may cope with such negative experiences by helping others. Drawing on negative state relief theory, we conducted 2 studies to test these relationships and examine whether service employees cope with negative emotions arising from such daily customer mistreatment by engaging in helping others. In Study 1, daily surveys from 70 restaurant employees showed that daily customer mistreatment predicted the experience of negative moods the next morning, which, in turn, led to higher levels of coworker helping the next day. In Study 2, daily surveys from 54 retail employees showed that daily customer mistreatment led to higher customer helping the next day, but only when customer orientation was high. Our results further show that helping behavior was associated with elevated positive affective experiences and that the proposed relationships differ depending on whether customer mistreatment is measured at a daily or a cumulative perspective. Specifically, cumulative customer mistreatment over time decreased general helping. These findings are discussed in relation to employees' coping strategies towards acute and cumulative mistreatment. </abstract> </span> <span class="z_kbtn z_kbtnclass hoverxs" style="display: none;">展开▼</span> </div> <div class="translation abstracttxt"> <span class="zhankaihshouqi fivelineshidden" id="abstract"> <span>机译：</span><abstract xmlns =“http://www.wiley.com/namespaces/wiley”type =“main”xml：lang =“en”> <title type =“main”>抽象</ title> >虐待客户是许多前线服务员工的常见情况。虽然有些证据表明，员工因虐待而导致功能失调的工作场所行为，但其他研究表明，员工可以通过帮助他人应对这种消极的经验。绘制负态救济理论，我们进行了2项研究，以测试这些关系，并通过参与帮助他人，检查服务员工是否应对这些日常客户虐待所产生的负面情绪。在研究1中，来自70家餐馆员工的每日调查显示，日常客户虐待预测第二天早上的消极情绪的经验，反过来又导致了第二天的同事水平。在研究2中，54名零售员工的日常调查显示，日常客户虐待导致第二天帮助更高的客户，但只有在客户方向很高时。我们的结果进一步表明，帮助行为与升高的积极情感经验相关，并且拟议的关系因客户虐待是以每日或累积的角度来计量的。具体而言，累积客户虐待随着时间的推移减少了一般帮助。这些调查结果是关于员工对急性和累积虐待的应对策略的讨论。</ p> </摘要> </span> <span class="z_kbtn z_kbtnclass hoverxs" style="display: none;">展开▼</span> </div> </div> <div class="record"> <h2 class="all_title" id="enpatent33" >著录项</h2> <ul> <li> <span class="lefttit">来源</span> <div style="width: 86%;vertical-align: text-top;display: inline-block;"> <a href='/journal-foreign-29061/'>《Personnel psychology》</a> <b style="margin: 0 2px;">|</b><span>2017年第4期</span><b style="margin: 0 2px;">|</b><span>共40页</span> </div> </li> <li> <div class="author"> <span class="lefttit">作者</span> <p id="fAuthorthree" class="threelineshidden zhankaihshouqi"> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=Yue Yumeng&option=202" target="_blank" rel="nofollow">Yue Yumeng;</a> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=Wang Karyn L.&option=202" target="_blank" rel="nofollow">Wang Karyn L.;</a> <a href="/search.html?doctypes=4_5_6_1-0_4-0_1_2_3_7_9&sertext=Groth Markus&option=202" target="_blank" rel="nofollow">Groth Markus;</a> </p> <span class="z_kbtnclass z_kbtnclassall hoverxs" id="zkzz" style="display: none;">展开▼</span> </div> </li> <li> <div style="display: flex;"> <span class="lefttit">作者单位</span> <div style="position: relative;margin-left: 3px;max-width: 639px;"> <div class="threelineshidden zhankaihshouqi" id="fOrgthree"> <p>UNSW Business SchoolUNSW AustraliaSydney;</p> <p>The University of Sydney Business School;</p> <p>UNSW Business SchoolUNSW AustraliaSydney;</p> </div> <span class="z_kbtnclass z_kbtnclassall hoverxs" id="zhdw" style="display: none;">展开▼</span> </div> </div> </li> <li > <span class="lefttit">收录信息</span> <span style="width: 86%;vertical-align: text-top;display: inline-block;"></span> </li> <li> <span class="lefttit">原文格式</span> <span>PDF</span> </li> <li> <span class="lefttit">正文语种</span> <span>eng</span> </li> <li> <span class="lefttit">中图分类</span> <span><a href="https://www.zhangqiaokeyan.com/clc/385.html" title="个性心理学（人格心理学）">个性心理学（人格心理学）;</a></span> </li> <li class="antistop"> <span class="lefttit">关键词</span> <p style="width: 86%;vertical-align: text-top;"> </p> </li> </ul> </div> </div> <div class="literature cardcommon"> <div class="similarity "> <h3 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