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大量研究业已揭示,消费者针对员工的不道德行为是导致员工情绪衰竭的重要因素,但是对于消费者不针对员工的不道德行为(consumer unethical behavior that are not employee directed,CUB)是否会影响员工的情绪衰竭,研究还较少涉及。基于道义伦理学,本研究提出了一个调节性中介模型,以分析CUB与员工情绪衰竭的关系。该模型假定,CUB与员工情绪衰竭之间的关系以情绪抑制为中介,并且受到员工道德认同的调节。对198名销售人员的研究发现,即使控制了消费者针对员工的不道德行为,CUB仍影响着员工的情绪衰竭;CUB与员工情绪衰竭的关系受到道德认同的调节,道德认同较高的员工表现出较高程度的情绪抑制与情绪衰竭。研究支持了假设的调节性中介模型,情绪抑制在CUB和情绪衰竭之间发挥着部分中介作用,不仅如此,这一中介作用还受到道德认同的调节,情绪抑制在CUB和情绪衰竭之间的间接效应主要表现在道德认同较高的员工中。最后探讨了研究发现的理论意义、不足及未来发展方向。
Numerous studies have revealed that consumer unethical behavior against employees is an important factor leading to employee emotional exhaustion, but whether consumer unethical behavior that are not employee directed (CUB) affects employees’ Emotional failure, research is also less involved. Based on moral ethics, this study proposes a mediating mediation model to analyze the relationship between CUB and employee emotional exhaustion. The model assumes that the relationship between CUB and employee emotional exhaustion is mediated through emotional inhibition and is regulated by employee ethical approval. A study of 198 salespeople found that CUB still affected employees’ emotional exhaustion even though they controlled the consumer-oriented unethical behaviors. The relationship between CUB and employee emotional exhaustion was regulated by ethical approval and the employee with high ethical approval A higher degree of emotional inhibition and emotional exhaustion. The research supports hypothetical mediation mediators. Emotional inhibition plays a partial mediating role between CUB and emotional exhaustion. Moreover, this mediating effect is also regulated by moral identity. Emotional inhibition is indirectly mediated by CUB and emotional exhaustion The effect is mainly reflected in the higher moral recognition of employees. Finally, it discusses the theoretical significance, deficiencies and future development directions of the research findings.