Purpose

Although service researchers have long suggested that customer mistreatment adversely impacts service employees' outcomes, statistical integration of current empirical findings has been lacking. This meta-analysis aims to review and statistically synthesize the state of research on the relationship between customer mistreatment and service employees' affective, attitudinal and behavioral outcomes.

Design/methodology/approach

The authors included 221 effect sizes of 135 independent samples from 119 primary studies (N = 47,964). The authors used a meta-analytic approach to quantitatively review the relationship between customer mistreatment and service employees' affective, attitudinal and behavioral outcomes. Meta-analysis structural equation modeling was used to explore the mediation mechanism of service employees' affective outcomes on the relationships between customer mistreatment and employees' attitudinal and behavioral outcomes. Meta-regression was applied to explore the impact of contextual-level moderators (i.e. service provider type and service delivery mode) on these relationships. Furthermore, we compared the effects of customer mistreatment with the effects of other organizational-related factors on some commonly measured employee outcomes.

Findings

The results show that customer mistreatment has a significant negative impact on service employees' affective outcomes (i.e. negative emotions), attitudinal outcomes (i.e. job satisfaction, organizational commitment, work engagement and turnover intention) and behavioral outcomes (i.e. job performance, surface acting and emotional labor). Additionally, service employees' negative emotions mediate the association between customer mistreatment and employees' job satisfaction, turnover intention, surface acting and emotional labor. Furthermore, the relationships between customer mistreatment and service employees' negative emotions and job performance are influenced by a contextual-level moderator (i.e. service delivery mode).

Originality/value

The authors contribute to the literature by providing robust meta-analytic estimates of the effects of customer mistreatment on a variety of service employees' affective, attitudinal and behavioral outcomes, as well as the different magnitudes of the effect sizes between customer mistreatment and other job-related and personality-related factors by quantifying the true variability of the effect sizes. The authors draw on current theories underpinning customer mistreatment to test a theoretical model of the mediation mechanism of service employees' affective outcomes (i.e. service employees' negative emotions) on the relationships between customer mistreatment and employees' attitudinal and behavioral outcomes. The authors explore the effects of two contextual-level factors (i.e. service provider types and service delivery mode) related to the service delivery context that may account for the variability of effect sizes across empirical studies.

中文翻译：

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客户虐待对服务员工情感、态度和行为结果影响的荟萃分析

目的

尽管服务研究人员长期以来一直认为，客户虐待会对服务员工的结果产生不利影响，但目前的实证研究结果仍缺乏统计整合。这项荟萃分析旨在回顾和统计综合有关顾客虐待与服务员工的情感、态度和行为结果之间关系的研究状况。

设计/方法论/途径

作者纳入了来自 119 项初步研究的 135 个独立样本的 221 个效应量（N = 47,964）。作者使用荟萃分析方法定量审查了客户虐待与服务员工的情感、态度和行为结果之间的关系。采用荟萃分析结构方程模型探讨服务员工情感结果在顾客虐待与员工态度和行为结果关系中的中介机制。应用元回归来探索上下文级别的调节因素（即服务提供商类型和服务交付模式）对这些关系的影响。此外，我们还比较了客户虐待的影响与其他组织相关因素对一些常用衡量员工结果的影响。

发现

结果表明，顾客虐待对服务员工的情感结果（即负面情绪）、态度结果（即工作满意度、组织承诺、工作投入和离职意向）和行为结果（即工作绩效、表面行为和表现）具有显着的负面影响。情感劳动）。此外，服务员工的负面情绪在顾客虐待与员工的工作满意度、离职意向、表面行为和情绪劳动之间起到中介作用。此外，客户虐待与服务员工的负面情绪和工作绩效之间的关系受到情境水平调节器（即服务提供模式）的影响。

原创性/价值

作者通过对客户虐待对各种服务员工的情感、态度和行为结果的影响，以及客户虐待和其他工作之间的影响大小的不同程度，提供了强有力的荟萃分析估计，为文献做出了贡献。通过量化效应大小的真实变异性来分析相关和个性相关的因素。作者利用当前支持客户虐待的理论来测试服务员工情感结果（即服务员工的负面情绪）在客户虐待与员工态度和行为结果之间关系的中介机制的理论模型。作者探讨了两个背景因素的影响（即