顾客不当对待对员工工作退缩行为
的影响研究
企业管理
2024届
周玲丽
苏宗伟
上海外国语大学
硕士学位论文
顾客不当对待对员工工作退缩行为的影响
研究
院系：国际工商管理学院
学科专业：工商管理
姓名：周玲丽
指导教师：苏宗伟
2024年5月
Shanghai International Studies University
A STUDY OF THE EFFECT OF CUSTOMER MISTREATMENT
ON EMPLOYEES'WORK WITHDRAWAL
A Thesis Submitted to the School of Business and Management
In Partial Fulfillment of the Requirements for
The Degree of Master of Management
By
Zhou Lingli
Under the Supervision of Professor
Su Zongwei
May 2024
摘要顾客不当对待事件在工作场所中频繁发生，对于一线服务员工来说尤为常
见，已成为员工工作上的重大困扰。面对不尊重的顾客问题，员工表现出越来
越多的工作退缩行为，即对不满意工作情境的刻意回避、减少工作努力程度
等，这些行为会对组织绩效和发展造成威胁。基于此，学者们开始尝试从不同
的理论视角探究顾客不当对待对员工心理和行为造成的不同影响及其原因，但
现有的研究普遍侧重于关注情感过程，而在很大程度上忽视了员工的认知过
程。此外，针对顾客不当对待影响员工工作退缩行为的边界条件也有待探讨。
基于社会信息加工理论框架，本文旨在聚焦于员工的心理层面深入分析员
工心理认知的变化情况，通过引入职业污名感这一中介变量，探究认知机制下
顾客不当对待对员工工作退缩行为的影响，考虑到领导是员工组织行为的重要
影响者，本文将领导支持感整合进模型以探究其调节作用。
本研究采取了线上情境实验分析顾客不当对待、职业污名感、员工工作退
缩行为之间的关系，共收到270份有效问卷。此外还进行了线下问卷调研，对
120名餐厅服务员发放了多期问卷，最后获得了97名员工的459份有效问卷。
综合回归分析结果后得出以下结论：（1）顾客不当对待促使员工做出工作退
缩行为；（2）职业污名感在这两者之间发挥中介作用；（3）领导支持感缓解
了职业污名感和员工工作退缩行为之间的正相关关系。
本研究的创新点：（1）基于社会信息加工理论（SIP）引入了信息视角。
以往大多数相关研究专注于从情绪视角或资源视角等进行探究，鉴于顾客不当
对待代表着一种重要的信息源，因此从信息视角展开研究不容忽视；（2）在
SIP 理论的指导下提出了职业污名感的中介机制，弥补了先前研究大多关注情
感路径而忽视了认知路径的不足；（3）采取了纵向数据这一新的研究方法进
行调研。目前国内外相关文献较少采用纵向数据，然而无论是顾客不当对待、
职业污名感还是员工工作退缩行为都是随着时间动态变化的，纵向数据相对于
横截面数据更能够体现该动态变化过程。有学者呼吁，应该使用纵向数据探讨
顾客不当对待为什么、如何以及何时会影响员工工作退缩行为，这也为后续相
关研究在测量方式上提供了新的思路。
关键词：顾客不当对待；职业污名感；员工工作退缩行为；领导支持感
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ABSTRACT
ABSTRACT
Incidents of customer mistreatment occur frequently in the workplace,are
particularly common for frontline service employees,and have become a significant
workplace distraction for employees.In the face of disrespectful customer issues,
employees show more and more work withdrawal behaviors,i.e.,deliberate avoidance
of unsatisfactory work situations,reduction of work effort,etc.,and these behaviors
can pose a threat to organizational performance and development.Based on this,
scholars have begun to try to explore the different effects of customer mistreatment on
employees'psychology and behavior and its causes from different theoretical
perspectives,but existing studies generally focus on the affective processes and largely
ignore employees'cognitive processes.In addition,the boundary conditions for
customer mistreatment affecting employees'work withdrawal have yet to be explored.
Based on the framework of SIP theory,this paper aims to focus on the
psychological level of employees to deeply analyze the changes of employees'
psychological cognition,and explore the impact of customer mistreatment on
employees'work withdrawal behavior under the cognitive mechanism by introducing
the mediator variable of perceived occupational stigma,considering that leaders are
important influencers of employees'organizational behaviors,and this paper integrates
the perceived supervisor support into the model in order to explore its moderating role.
In this study,an online contextual experiment was conducted to analyze the
relationship between customer mistreatment,perceived occupational stigma,and
employees'work withdrawal,and a total of 270valid questionnaires were received.
Offline questionnaire research was also conducted and multiple questionnaires were
distributed to 120restaurant servers,and finally 459valid questionnaires were obtained
from 97employees.After synthesizing the results of the regression analysis,the
following conclusions were drawn:(1)customer mistreatment motivates employees to
engage in work withdrawal behavior;(2)perceived occupational stigma mediates the
relationship between them;(3)perceived supervisor support alleviates the positive
correlation.
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