The Study On The Influence Of Customer Misbehavior On Logistics Enterprise Employee's Turnover Intention

With the rapid development of national economy,the development of logistics industry has received more attention.Logistics enterprises focus on personnel service,and the high turnover rate of grass-roots staff has always been a difficult problem in the development of logistics enterprises.At the same time,logistics companies require employees to "customer first" and "customer is always right".Therefore,when grass-roots employees of logistics enterprises encounter improper behaviors of customers(including verbal offense,unreasonable requirements,violations,etc.),their own feelings are abandoned.It is of great significance to treat the improper behavior of customers correctly,clarify the psychological pressure of the grass-roots staff in the logistics industry when they suffer from the improper behavior of customers,and discuss the factors influencing the turnover tendency of the grass-roots staff in the logistics enterprise,so as to solve the turnover problem in the development process of the logistics enterprise.The purpose of this study is to build a theoretical model of front-line employees affected by customer misconduct in logistics enterprises and examine the influencing factors of customer misconduct forming the turnover tendency of grass-roots employees in logistics enterprises.Through empirical analysis,the final results of this study are :(1)customer misconduct has a significant positive correlation with the turnover tendency of front-line employees in logistics enterprises;(2)customer misconduct has a significant positive correlation with the job burnout of front-line employees in logistics enterprises;(3)job burnout will influence some intermediary customers' improper behaviors on employees' turnover tendency;(4)involvement plays a moderating role in the influence of customer misconduct on job burnout.Improper customer behaviors often occur in the service situations of front-line employees in logistics enterprises.The more frequent customers' verbal abuse,unreasonable demands and violations are,the more involved they are in their work,the more likely they are to suffer job burnout,and the more likely they are to leave their jobs.Logistics enterprises should pay attention to the frequency of customer misconduct,reduce unnecessary customer misconduct and reduce the probability of employees' turnover tendency caused by customer misconduct.Combined with this model,this paper provides five management inspirations related to customer misconduct and its impact from the perspective of front-line employees in logistics enterprises.