Effect of Customer Misbehavior, Personal Tradition, and Social Support On Frontline Employees' Turnover Intention

IF 1 4区心理学 Q4 PSYCHOLOGY, SOCIAL

Social Behavior and Personality Pub Date : 2023-08-02 DOI:10.2224/sbp.12487

Xiaona Guo, Xitao Dong, Jianpeng Fan, Lijun Liu, Ruixia Zhang

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引用次数: 0

Abstract

Increasingly fierce market competition has put forward higher requirements for the service quality of frontline employees. At the same time, the misbehavior of some customers has negative effects on frontline employees. Therefore, this study focused on the mechanism between customer misbehavior and frontline employees' turnover intention, and used Mplus 8.0 and HLM 6.08 to analyze data from 318 questionnaires. We found the following results: Customer misbehavior was positively related to employees' turnover intention, personal tradition was negatively related to employees' turnover intention, personal tradition played a moderating role in the relationship between customer misbehavior and employees' turnover intention, social support was negatively related to employees' turnover intention, and social support played a moderating role in the relationship between customer misbehavior and employees' turnover intention. Our conclusions enrich human resource management theory and provide reference for service-oriented enterprises tmprove the stability of frontline employees.

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顾客不当行为、个人传统和社会支持对一线员工离职意愿的影响

日益激烈的市场竞争对一线员工的服务质量提出了更高的要求。同时，一些客户的不当行为也会对一线员工产生负面影响。因此，本研究将重点研究顾客不当行为与一线员工离职意向之间的关系机制，使用Mplus 8.0和HLM 6.08对318份问卷进行数据分析。我们发现了以下结果:顾客不当行为与员工离职倾向正相关，个人传统与员工离职倾向负相关，个人传统在顾客不当行为与员工离职倾向的关系中起调节作用，社会支持与员工离职倾向负相关，社会支持在顾客不当行为与员工离职倾向的关系中起调节作用。研究结论丰富了人力资源管理理论，为服务型企业提高一线员工稳定性提供参考。

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来源期刊

Social Behavior and Personality PSYCHOLOGY, SOCIAL-

CiteScore

2.20

自引率

7.70%

发文量

117

期刊介绍： Social Behavior and Personality: an international journal publishes papers on all aspects of social, personality, and developmental psychology. The journal has successfully published the work of over 5,500 researchers and professionals, continuously for over 40 years. Now in its prime, the journal looks forward with enthusiasm to continued professional maturity and service to its readership and discipline.