Sommovigo Valentina, Setti Ilaria, Argentero Piergiorgio, O'Shea Deirdre
Department of Brain and Behavioural Sciences, University of Pavia, Unit of Applied Psychology, Pavia, Italy.
Kemmy Business School, University of Limerick, Limerick, Ireland.
Work. 2019;62(1):59-86. doi: 10.3233/WOR-182842.
Working in direct contact with the public may involve psycho-social hazards for employees who are frequently exposed to rude or verbally aggressive customers. Negative encounters may undermine employees' well-being and job performance, impairing the quality of the service provided with tangible costs for organizations.
The paper provides a systematic review of research on customer incivility and verbal aggression in service settings using the following framework 1) antecedents of customer misbehavior as reflected in worker perceptions, customer reasons and environmental factors; 2) maladaptive and adaptive coping strategies used by service providers in response to customer incivility and verbal aggression; 3) effects of customer incivility and verbal aggression on service providers' well-being and work-related outcomes; and 4) practical implications for the management. We present a model of the relationships between these four areas.
A systematic review was conducted using PsychINFO and Scopus.
Fifty-three papers (20 pertaining to customer incivility and 33 pertaining to customer verbal aggression) were included.
Both customer incivility and verbal aggression may impair employees' well-being and job outcomes. Current gaps, practical implications, and directions for future research are discussed.
对于经常接触粗鲁或言语攻击性顾客的员工而言，与公众直接接触的工作可能涉及心理社会危害。负面遭遇可能会损害员工的幸福感和工作表现，降低所提供服务的质量，给组织带来切实的成本。
本文使用以下框架对服务环境中顾客无礼行为和言语攻击的研究进行系统综述：1）员工认知、顾客原因和环境因素所反映的顾客不当行为的前因；2）服务提供者应对顾客无礼行为和言语攻击时使用的适应不良和适应良好的应对策略；3）顾客无礼行为和言语攻击对服务提供者幸福感和工作相关结果的影响；4）对管理层的实际意义。我们提出了这四个领域之间关系的模型。
使用心理学文摘数据库（PsychINFO）和Scopus进行系统综述。
纳入了53篇论文（20篇与顾客无礼行为相关，33篇与顾客言语攻击相关）。
顾客无礼行为和言语攻击都可能损害员工的幸福感和工作成果。讨论了当前的差距、实际意义以及未来研究的方向。
