Influence Of Customer Mistreatment Behavior On Turnover Intention Of Tourism Enterprises Front-line Employee

Most of the service enterprises comply with the traditional service concept,"Customer is God,",forming an uncoordinated interactive relations,which causes customer mistreatment behaviors.Customer mistreatment behavior is the universal experience of service industry first-line employees,which leads to employees negative emotions and behavior.thus damaging the interests among customers,employees and companies..In addition,the tourism industry has three features:high contact resistance,high participation and interactive,in the process of interaction between visitors and service providers,tourists treat way directly affect employees' service psychology;At the same time,high turnover have beset tourist enterprises in their process of transformation and development.Therefore,it is necessary to explore the impact mechanism of customer's mistreatment behavior on the turnover intentions of front-line employees.At present,the research on influencing factors of turnover intentions is less concerned with external factors such as customer mistreatment behavior.Emotional exhaustion as a variable that influences the relationship between customer mistreatment behavior and passive behavior has been explored and validated.In view of this,this study choose the first-line employees of tourism enterprises as the research object,based on "perception-emotional-behavior" as the role of the path,select the emotional exhaustion of this variable,the introduction of customer mistreatment behavior on turnover intention mechanism,explore the relationship between the three variables.At the same time,through the study of emotional exhaustion found that the individual perceived work atmosphere on emotional resource depletion has a role in regulating.Based on this,this study also introduces the variable of labor relation atmosphere and establishes a mediation model to explain the mechanism of customer's mistreatment behavior on turnover intention.It is expected to provide theory for practice management of employee turnover rate in tourism industry.The main body of the article is divided into three parts:the first part of the relevant literature sorted out,put forward research issues,and review existing research about customer mistreatment behavior,emotional exhaustion,labor relations climate and turnover intention for the follow-up empirical analysis to lay the theoretical foundation;The second part carries on the empirical analysis,through the softwarw like SPSS,AMOS and so on carries on the processing to the questionnaire data,inquires into the customer mistreatment behavior,the emotion exhaustion,the labor relations climate and the turnover intention and constructs a moderating intermediary effect model;The third part is to draw the conclusion according to the above analysis,and put forward specific countermeasures,at the same time,summarize the shortcomings of this study and prospect for future researchThe purpose of this study is as follows:(1)To study the difference of customer's mistreatment behavior,emotional exhaustion,labor relations climate and turnover intention in the demographic variables of tourism enterprises.(2)On the basis of investigating the relationship between customer's mistreatment behavior,emotional exhaustion,labor relations climate and turnover intention,this paper explores the mediating effect of emotional exhaustion in the front line employee between thecustomer's mistreatment behavior and turnover intention,and explorelabor the regulatory role of labor relations climate on the emotional exhaustion and turnover.(3)To construct a mediator model of emotional exhaustion and labor relations climate to adjust customer's mistreatment behavior and turnover intentions,so as to provide new ideas for tourism enterprises to alleviate staff turnover.The results show that:(1)There are significant differences in the demographic characteristics of the customers of front-line staffs of tourism enterprises,such as customer mistreatment behavior,emotional exhaustion,turnover intention and labor relations climate.The female employee's emotional exhaustion is higher than that of male's,the female's labor-management mutual regard climate is superior to that of male's,while the male employee's employee participation climate and turnover intention is higher than that of female's;the lower the working life is,The degree of emotional exhaustion and the tendency to leave the higher;the monthly income is lower and emotional exhaustion is higher,the stronger the intention to leave,employees who get more than 5000 perceived labor-management mutual regard climate higher than the low-income workers;Employees with a high school level or above have a positive perception of employees in labor-management mutual regard climate than junior high school and below,in labor-management hostility climate,the lower educational background,the stronger the perception of labor-management hostility climate,the level of high school education staff turnover intention is stronger than the college and undergraduate level staff.(2)The perception of customer mistreatment behavior of front-line employees in tourism enterprises has a significant positive correlation with turnover intentions,that is,the more frequent customer perceived customer mistreatment behavior,the stronger the turnover intention.(3)Emotional exhaustion of front-line employees in tourism enterprises plays a mediating role in the path of customer's mistreatment behavior and turnover intention.(4)In the labor relations climate,the labor-management hostility climate plays a positive role in the relationship between emotional exhaustion and turnoverintention,That is,the stronger labor-management hostility climate,the stronger the effect of emotional exhaustion on turnover intentions(5)The intermediary effect of emotional exhaustion on customer'smistreatment behavior and turnover intention is regulated bylabor-management hostility climate,that is,there is a mediated mediation effect.This study focuses on the impact of customer mistreatment behavior on the turnover intention of front-line employees in tourism enterprises.The mediation model can help to explain the effect of emotional exhaustion and labor relationship climate on the relationship between tourism enterprises and employees.,which provides a new way for the tourism enterprises to control the staff turnover rate and improve the service quality.