ISSN 1671-3710
CN 11-4766/R
主办：中国科学院心理研究所
出版：科学出版社

心理科学进展 ›› 2015, Vol. 23 ›› Issue (4): 690-701.doi: 10.3724/SP.J.1042.2015.00690

• 研究前沿 • 上一篇    下一篇

顾客欺凌行为：概念、测量、形成与作用机制

占小军1;李志成2;梁雪娇1   

  1. (1江西财经大学产业集群与企业发展研究中心, 南昌 330013) (2中山大学管理学院, 广州 510275)
  • 收稿日期:2014-07-22 出版日期:2015-04-15 发布日期:2015-04-15
  • 通讯作者: 李志成, E-mail: lizhicheng_cathy@sina.cn
  • 基金资助:

    国家自然科学基金项目(71362010, 71232008)

Customer Mistreatment: Conceptualization, Measurement and Nomological Network

ZHAN Xiaojun1; LI Zhicheng2; LIANG Xuejiao1   

  1. (1 Research Center of Cluster and Enterprise Development, Jiangxi University of Finance and Economics, Nanchang 330013, China) (2 Sun Yat-sen Business School, Sun Yat-sen University, Guangzhou 510275, China)
  • Received:2014-07-22 Online:2015-04-15 Published:2015-04-15
  • Contact: LI Zhicheng, E-mail: lizhicheng_cathy@sina.cn

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摘要：

顾客欺凌行为是指在服务交互过程中, 员工感知到来自顾客“低质量”的人际对待, 表现为顾客言语侵犯、性骚扰等。以往研究较深入地探讨了其相关概念、结构、影响因素和影响后果。顾客欺凌行为受个体主观因素和客观因素影响, 通过资源保存、社会交换、情感事件及组织公平理论对个体和组织产生影响。未来研究应更深入探讨顾客欺凌行为的概念、结构和测量问题, 进一步探索其作用机制, 并基于不同的文化情境进行跨文化的研究。

关键词: 顾客欺凌行为, 服务交互过程, 权力不对称

Abstract:

Customer mistreatment refers to the low-quality interpersonal treatment that employees receive from customers, such as Customer Verbal Aggression, sexual harassment. Previous studies have investigated the definition, construct and outcome of customer mistreatment in depth. Customer mistreatment is founded to be influenced by subject and object factors, and affect individuals and organizations through theories of resource conservation, social exchange, affective events and organizational justice. We concluded with an agenda for future research on the conceptualization, construct, measurement, nomological network, and cross-cultural investigation of customer mistreatment.

Key words: customer mistreatment, service interaction process, asymmetry of power