【作者】 唐秀丽；

【Author】 Xiuli Tang;School of Tourism and Hospitality Management, Shanghai Sanda University;School of Psychology and Cognitive Science, East China Normal University;

【机构】 上海杉达学院旅游与酒店管理学院； 华东师范大学心理与认知科学学院；

【摘要】 作为和谐社会关系中的重要组成部分,顾客与服务人员之间的关系也出现了新的变化,有研究指出,在服务情境中,相对来自同事及上级的不公平,顾客不公平可以被看作是指向员工的更为普遍的消极行为的来源(van Jaarsveld et al., 2015)。服务人员在对客服务过程中除了付出一定的体力劳动和脑力劳动,还需要对自己的情绪进行及时的调整与管理,以实现顾客消费的愉悦性,保持与顾客的良好关系。因此,顾客不公平无疑成为员工情绪劳动的又一挑战,它会带给员工一定的压力感,并伴随某种消极情绪(如恐惧、愤怒)(Karatepe, 2011),使得情绪守则难度加大,更易导致情绪耗竭,降低员工的工作满意度,降低工作绩效(刘小禹等, 2012),提高离职意向,甚至对工作环境产生恐惧感(Boyd, 2002)。因此,关注顾客不公平,探讨其对员工情绪劳动的影响对服务型企业以及社会关系的融洽来说均具有重要的现实意义。更多还原

【Abstract】 As an important component of harmonious social relations, the relationship between customer and service employee has some new change. Literatures indicate that the customer injustice can be seen as a more common source of employee’s negative behaviors compared to the injustice from colleagues and superiors in service context(van Jaarsveld et al., 2015). Besides intellectual and physical labor, the employees need to timely regulate and manage their emotions in the service process to customers, so as to achieve the joviality of customers during their consumptions and also maintain the good relationships with customers. Therefore, the costumer injustice is undoubtedly becoming a challenge to employee emotional labor, which will bring some pressure to employees, generate some negative emotions(such as fear or anger, etc.)(Karatepe, 2011), increase the difficulty to comply with the emotional rules, cause the employee emotional exhaustion, reduce the employee’s job satisfaction and working performance(Liu Xiaoyu etc., 2012), improve the employee’s turnover intention and even cause fear to the work environment(Boyd, 2002).Therefore, it is of great practical significance for the service enterprises and the society harmony relationships to pay attention to customer injustice and to discuss its impact on employees’ emotional labor.更多还原