The Moderating Effects Of Self-Efficacy And Perceived Organizational Support On Employees In The Case Of Customer Verbal Aggression

Since the humanity has entered the industrial civilization, service industry slowly appear and rise, different from the relations of production people with the land and the people with machines in the first and second industry, service industry more reflected between person and person to serve as a carrier of social collaboration. Enterprise competition also changed from product competition to service competition. It is also the change of the status of the seller and the buyer, and produces a service purposes like "customer is God". However, enterprises excessively subservient to the consumer, resulting in a situation that consumer will own a strong self-sense, frontline employees of service industry slowly appeared some arrogant, rude and barbaric attitudes and behaviors. Employees, as the weak side of consumer behavior, only to endure the irrational behavior of consumers. Over time, in cording the individual positions, functions, and even the company rules, employees will get a tired and escape the psychological.I hope that through this paper, to reveal and analyze employees of L company in the face of irrational consumer behavior, caused by personal emotional exhaustion, and thus resulting in decline in the performance of the individual and enterprises. To adjust the employee’s personal emotions and state, and ultimately reduce the irrational consumer behavior’s impaction on individual performance and enterprise performance.The emotional exhaustion works as a mediating factor between customer verbal aggression and individual performance, and perceived organizational support and self-efficacy works as regulatory factors the city where the 208 business personnel of L company as the research object, clear gender, age, education level, marital status in the fixed factor, through the SPSS correlation analysis.The results of the analysis indicate that the customer verbal aggression does have the mediating effect on emotional exhaustion; it does have a negative impact on individual performance. But the perceived organizational support and self-efficacy has played a moderating role in the negative correlation between emotional exhaustion and personal accomplishment.