Explore the effect of customer aggression on employees’ emotion, behavior: the moderating roles of workplace friendships and meaning of work
碩士 === 銘傳大學 === 諮商與工商心理學系碩士班 === 102 === Following the job demands-resources (JD-R) model theory, this study has three objectives: First, to examine the effect of customer aggression on employees’emotional exhaustion and work-family conflict. Moreover, to assess the mediating effect of employees’ em...
| Main Authors: | , |
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| Format: | Others |
| Language: | en_US |
| Published: |
2014
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| Online Access: | http://ndltd.ncl.edu.tw/handle/bvr8uv |
| Summary: | 碩士 === 銘傳大學 === 諮商與工商心理學系碩士班 === 102 === Following the job demands-resources (JD-R) model theory, this study has three objectives: First, to examine the effect of customer aggression on employees’emotional exhaustion and work-family conflict. Moreover, to assess the mediating effect of employees’ emotional exhaustion on the relationship between customer aggression and employees’ work-family conflict. Second, to explore the moderating effect of workplace friendships and meaning of work on the relationships between employees’ emotional exhaustion and work-family conflict. Finally, to explore the two moderators affect which is more effectively. The study uses data collected from a survey of 151 frontline service employees. Results indicated that emotional exhaustion mediating on the relationship between customer aggression and employees’ work-family conflict. Workplace friendships weaken the relationships between employees’ emotional exhaustion and work-family conflict. Finally, the moderating effect of workplace friendships more effectively than meaning of work on the relationships between employees’ emotional exhaustion and work-family conflict.
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