| 其他摘要 | With the development of economic level, the service industry has gradually gained the dominant position in economic activities. Service enterprises are personnel intensive organizations, but also emotional intensive organizations, maintaining customer relationship is the main goal of the service industry. In the interaction with customers, the code of conduct of organizations often emphasizes customer first, customer is god. Customer incivility has become the biggest source of pressure for service staff, leading to negative emotions of employees, resulting in negative behaviors and attitudes of employees, ultimately resulting in the situation of three losses for customers, employees and organizations. Therefore, how customer incivility affects the mental health of service employees and the effect of employee emotional regulation on mental health level become the focus of this study. Based on the theory of emotional events, this study analyzed the customer service employees work of emotional offensive behavior, combined with the emotional valence - wake up ring model structure and the process and strategy of Gross regulation theory, constructs the customer offensive behavior on employees' mental health with regulate mediation model, which could serve as on the impact of customer offensive behavior on employees' psychological theory analysis framework. In this study, it is concluded that customer disrespectful behavior induces negative emotions of service employees, and long-term negative emotions affect employees' mental health. When service employees encounter customer incivility, they can take the initiative to adjust their emotions and adopt cognitive reappraisal to adjust their negative emotions. In this study, front-line service employees of a customer service center in China were selected as samples. Data were collected by interview and questionnaire. SPSS 26 was used for descriptive statistics, correlation analysis and regression analysis of questionnaire data, AMOS 24 was used for confirmatory factor analysis, and PROCESS 3.1 was used to test the moderated mediation effect. The results show that :(1) in the context of China's customer service call center industry, customer rudeness has a negative impact on the mental health of service employees. (2) The effect of customer rudeness on service employees' psychology was completely mediated by employees' work emotion. (3) Cognitive reappraisal plays a moderating role between customer rudeness and service employees' work emotion. Cognitive reappraisal mitigated the negative impact of customer rudeness on service staff's work mood. On this basis, the theoretical and practical significance of the research is explained, the shortcomings of the research are summarized, and the possible development direction of the future research is proposed. |
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