ABSTRACT

On the basis of the self-determination theory, we develop and test an integrative framework that explains when and why customer incivility impairs employee service performance. Using multisource data collected through two waves in a shopping mall, we found that the strength of the mediated relationship between customer incivility and employee service performance (via employee intrinsic motivation) varied based on employee core-self evaluations; the negative indirect effect of customer incivility via intrinsic motivation on service performance was weaker for employees with high levels of core-self evaluations than for employees with low levels of core-self evaluations.

摘要

在自我决定理论的基础上，我们开发并测试了一个综合框架，该框架解释了客户不文明行为何时以及为何会损害员工服务绩效。使用在购物中心通过两次波收集的多源数据，我们发现客户不文明与员工服务绩效（通过员工内在动机）之间的中介关系强度因员工核心自我评价而异；与核心自我评价水平低的员工相比，核心自我评价水平高的员工通过内在动机的不文明行为对服务绩效的负面间接影响较弱。