“顾客是上帝”被很多企业奉为金科玉律，在员工和顾客发生冲突时，无条件维
护顾客的利益成为很多企业的必然选择。在这种情况下，即便错误不在员工这一
方，企业也往往会要求员工对顾客进行无条件的包容。所以，服务欧亿·体育（中国）有限公司的一线员
工常常会受到顾客的欺凌却敢怒不敢言。最终导致的结果往往是员工在遭受顾客
欺凌时表现出消极的情绪、离职意愿增强以及一系列的负面行为，并对企业的绩
效和形象造成严重的负面影响。这也是我国服务业员工流失的关键原因所在。基
于以上现实问题，本文基于文献回顾，从我国服务业的顾客欺凌的现状出发，探
讨顾客欺凌产生的原因、顾客欺凌对员工的情绪、身体健康以及家庭幸福等方面
的影响，并从个体和企业的多个角度提出相应的管理策略

关键词:顾客欺凌 员工离职意愿 负面情绪 情绪管理II
Abstract
With the development of service industry, the competition between the enterprises
more and more concentrated in the service line personnel to the customer the service
attitude of competition, it is based on the concept, enterprise has strict request to the
service attitude. Customer is god as the golden rule by many enterprises, the staff and
customers, unconditional to maintain the interest of the customers become the inevitable
choice of many enterprises. In this case, even if the error is not the people side,
companies also tend to require employees to customers for unconditional acceptance. So,
the frontline staff of service trade is often bullied by customers but dare to anger can&39;t
speak. Eventually lead to is often the result of the staff from customers when bullying
exhibit negative emotions and turnover will increase, and the performance of enterprise
image and cause serious negative effect. This is also our country service industry the
key reason why staff turnover. Based on the above practical problems, this article from
the perspective of emotional conflict and personnel turn-over to view customer bullying
behavior, explore customer bullying to employee emotions, and turnover intention and
the effect of and through the theory of emotional contagion, further explore the
collective resignation of employees. This is the key reason for the loss of service
workers in China. Based on the above practical problems, this article is based on
literature review, starting from the present situation of China&39;s service industry customer
bullying, to discuss the reasons of bullying customers, customer bullying their mood,
good health and a happy family, and from the multiple angles of individual and
enterprise put forward the corresponding management strategy.
Keywords:customers&39; bullying behavior; negativeemotions;enterprisesupport；III
目 录
摘要 .......... I
Abstract ......... II
目 录 ........ III
第 1 章绪论 ........ 1
1.1 研究背景 .... 1
1.2 研究意义 .... 1
1.2.1 理论意义1
1.2.2 现实意义2
1.3 研究内容 .... 2
1.4 研究方法 .... 3
第 2 章 理论基础 ... 4
2.1 归因理论 .... 4
2.2 情绪劳动理论5
2.3 从众性理论 .. 5
第 3 章 文献综述 ... 7
3.1 顾客欺凌相关研究 ........ 7
3.1.1 顾客欺凌行为的概念... 7
3.1.2 顾客欺凌的主要表现形式和欧亿·体育（中国）有限公司分布特征 ......... 7
3.2 员工愤怒情绪相关研究 .... 8
3.2.1 员工愤怒情绪的界定... 8
3.2.2 员工愤怒情绪的影响因素........... 9
3.3 员工心理资本的概念内涵 . 10
3.4 员工离职行为相关研究 ... 10
3.4.1 员工个体离职........ 10
3.4.2 集体离职的相关研究.. 11
第 4 章 顾客欺凌的影响因素..... 13
4.1 顾客欺凌行为的影响因素—顾客的角度 .. 13
4.1.1 顾客个人人口特征因素 ........... 13
4.1.2 顾客的人格特质因素 . 13IV
4.1.3 同属顾客的因素...... 14
4.2 顾客欺凌行为的影响因素——环境的视角14
第 5 章 顾客欺凌的作用机制及影响结果....... 16
5.1 顾客欺凌行为的作用机制 .. 16
5.1.1 资源保存的视角 ..... 16
5.1.2 社会交换的视角...... 16
5.1.3 组织公平理论的视角.. 17
5.1.4 自我决定理论的视角.. 17
5.2 顾客欺凌对员工的影响 ... 18
5.2.1 顾客欺凌对员工心理资本的影响 .... 18
5.2.2 顾客欺凌对员工愤怒情绪的影响 .... 19
5.2.3 顾客欺凌对员工家庭幸福的影响 ... 20
5.2.4 顾客欺凌对员工工作行为的影响 ... 20
5.2.5 顾客欺凌对员工离职行为的影响 ... 20
5.2.6 对员工身体健康的影响 ........... 21
5.3 顾客欺凌行为对同属顾客的影响 ....... 21
5.4 顾客欺凌行为对企业绩效的影响 ....... 22
第 6 章 顾客欺凌行为的对策分析. 23
6.1 员工负面情绪日常管理 ... 23
6.2 加强企业对员工的支持 ... 25
6.3 企业人力资源管理的干预措施 ......... 27
6.4 建立伦理型企业 ......... 28
6.5 建立和谐的组织文化 ..... 29
6.6 关注顾客的心理期望值 .... 30
第 7 章 结论和展望32
7.1 研究结论.... 32
7.2 实践启示.... 32
7.3 研究局限.... 33
7.4 未来研究方向33
参考文献 ......... 341
第 1 章绪论
1.1 研究背景
随着服务业竞争的加剧，买方市场具有越来越多的选择权，如何争取顾客的
关注以及顾客的购买力成为服务型企业关注的焦点。顾客作为企业的“衣食父母”，
他们对企业的绩效影响巨大。正是因为这个原因，企业对一线服
。。。以上简介无排版格式，详细内容请下载查看