The Effect Of Customer Incivility On Counterproductive Work Behavior And Personal Initiative

With the rapid development of the service industry,the employment of the service industry keeps increasing.As the first contact point of customers and service enterprises,the front-line employees of service enterprises are frequently encountered with incivility behaviors.How does customer incivility influence the work behavior of the front-line employees in service enterprises become a topic which is worth discussing.In this article,We first sorted the current researches of customer incivility,employee counterproductive work behavior,personal initiative and it's like.Then we used logical deduction and literature research,based on the affective events theory and conservation of resources theory,introduced perceived organizational support and achievement motivation as moderators,build the conceptual model of customer incivility influences the counterproductive work behavior and personal initiative through employees' negative emotion.And then investigated ront-line employees from three types of service enterprise such as: the bank,restaurant and large retail,through distribute questionnaire on the spot and take back after they finish.We collected 461 valid questionnaires,and using SPSS21.0,AMOS21.0 analysis tool,hen,we tested the model by structural equation modeling and Bootstrap,completed the model empirically study.The results of the study showed that :(1)customer incivility positively related to counterproductive work behavior,and negative emotion mediated the relationship between them.(2)customer incivility negatively related to personal initiative,and negative emotion mediated the relationship between them.(3)the perceived organizational support negatively regulates the influence of customer incivility on negative emotion.(4)Achievement motivation positively regulates the negative influence of negative emotion on personal initiative,and negatively regulates the positive influence of negative emotion on counterproductive work behavior.The results reveal the influence mechanism of customer incivility on the counterproductive work behavior and personal initiative of the front-line employees in service enterprise,and provide useful guidance for the practice of human resource management in service enterprises.