Drawing on the transaction theory of stress, the purpose of this paper is to conceptualize customer mistreatment as a stressor and examine how job routinization and proactive personality help employees cope with the effects of customer mistreatment on emotional exhaustion and work engagement. The interaction of job routinization and proactive personality was also tested.,In total, 128 hundred nurses were recruited to participate in the current study, which was a daily survey for two consecutive weeks (10 working days).,The results revealed that job routinization and proactive personality attenuated the effects of customer mistreatment on emotional exhaustion and work engagement. The analyses also showed that, with more proactive personality and high job routinization, the effects of customer mistreatment were minimized.,Job routinization is a type of job resources that attenuates the negative influence of customer mistreatment. Proactive personality strengthens job routinization’s function, when proactive personality and job routinization are both high, the ill effect of customer mistreatment will be minimized.

中文翻译：

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应对客户的虐待

本文基于交易压力理论，旨在将客户虐待概念化为压力源，并研究工作常规化和主动性格如何帮助员工应对客户虐待对情绪疲惫和工作投入的影响。还测试了工作常规化和主动型人格的相互作用。总共招募了128.000名护士参加本研究，该研究是连续两个星期（10个工作日）的每日调查。结果表明，工作常规化积极主动的性格减弱了客户虐待对情绪疲惫和工作投入的影响。分析还显示，由于人格更加主动，工作日趋常规化，客户受到虐待的影响降至最低。作业常规化是一种作业资源，可以减轻客户虐待的负面影响。积极进取的人格增强了工作常规化的功能，当积极进取的人格和工作常规化程度都很高时，客户虐待的不良影响将最小化。