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Can Organizational Identification Weaken the Negative Effects of Customer Bullying?—Testing the Moderating Effect of Organizational Identification

Customer bullying is a common phenomenon, causing short-term emotional distress or having long-term psychological impact on frontline employees of service enterprises, yielding either direct or indirect losses to service enterprises. While existing research has focused on the emotional and psycholog...

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Autores principales: Huang, Haili, Yu, Shengxian, Peng, Pin
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Frontiers Media S.A. 2022
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9194387/
https://www.ncbi.nlm.nih.gov/pubmed/35712190
http://dx.doi.org/10.3389/fpsyg.2022.769087
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author Huang, Haili
Yu, Shengxian
Peng, Pin
author_facet Huang, Haili
Yu, Shengxian
Peng, Pin
author_sort Huang, Haili
collection PubMed
description Customer bullying is a common phenomenon, causing short-term emotional distress or having long-term psychological impact on frontline employees of service enterprises, yielding either direct or indirect losses to service enterprises. While existing research has focused on the emotional and psychological impact of customer bullying on employees, little attention has been directed at the impact of customer bullying on negative employee behavior and internal mechanisms. In view of this, this paper draws on conservation of resources theory and discusses how and when customer bullying can lead to unethical behaviors. Furthermore, the mediating role of job insecurity and the moderating effect of organizational identification are analyzed. In study 1, 181 valid questionnaire data were collected at two time points, and regression data analysis was used to explore the effect of customer bullying on unethical behaviors through job insecurity. In study 2, 212 employees were recruited to investigate the moderating effect of organizational identification between customer bullying and unethical behaviors through a scenario experimental study. The results reveal that customer bullying is positively related to employees’ job insecurity and unethical behaviors. Job insecurity partially mediates the positive relationship between customer bullying and unethical behaviors. Further, the regression analysis results indicate that the direct effect of customer bullying on unethical behaviors is moderated by organizational identification. This study provides theoretical guidance for entrepreneurs to reduce both employee job insecurity and unethical behavior.
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spelling pubmed-91943872022-06-15 Can Organizational Identification Weaken the Negative Effects of Customer Bullying?—Testing the Moderating Effect of Organizational Identification Huang, Haili Yu, Shengxian Peng, Pin Front Psychol Psychology Customer bullying is a common phenomenon, causing short-term emotional distress or having long-term psychological impact on frontline employees of service enterprises, yielding either direct or indirect losses to service enterprises. While existing research has focused on the emotional and psychological impact of customer bullying on employees, little attention has been directed at the impact of customer bullying on negative employee behavior and internal mechanisms. In view of this, this paper draws on conservation of resources theory and discusses how and when customer bullying can lead to unethical behaviors. Furthermore, the mediating role of job insecurity and the moderating effect of organizational identification are analyzed. In study 1, 181 valid questionnaire data were collected at two time points, and regression data analysis was used to explore the effect of customer bullying on unethical behaviors through job insecurity. In study 2, 212 employees were recruited to investigate the moderating effect of organizational identification between customer bullying and unethical behaviors through a scenario experimental study. The results reveal that customer bullying is positively related to employees’ job insecurity and unethical behaviors. Job insecurity partially mediates the positive relationship between customer bullying and unethical behaviors. Further, the regression analysis results indicate that the direct effect of customer bullying on unethical behaviors is moderated by organizational identification. This study provides theoretical guidance for entrepreneurs to reduce both employee job insecurity and unethical behavior. Frontiers Media S.A. 2022-05-31 /pmc/articles/PMC9194387/ /pubmed/35712190 http://dx.doi.org/10.3389/fpsyg.2022.769087 Text en Copyright © 2022 Huang, Yu and Peng. https://creativecommons.org/licenses/by/4.0/This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) and the copyright owner(s) are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.
spellingShingle Psychology
Huang, Haili
Yu, Shengxian
Peng, Pin
Can Organizational Identification Weaken the Negative Effects of Customer Bullying?—Testing the Moderating Effect of Organizational Identification
title Can Organizational Identification Weaken the Negative Effects of Customer Bullying?—Testing the Moderating Effect of Organizational Identification
title_full Can Organizational Identification Weaken the Negative Effects of Customer Bullying?—Testing the Moderating Effect of Organizational Identification
title_fullStr Can Organizational Identification Weaken the Negative Effects of Customer Bullying?—Testing the Moderating Effect of Organizational Identification
title_full_unstemmed Can Organizational Identification Weaken the Negative Effects of Customer Bullying?—Testing the Moderating Effect of Organizational Identification
title_short Can Organizational Identification Weaken the Negative Effects of Customer Bullying?—Testing the Moderating Effect of Organizational Identification
title_sort can organizational identification weaken the negative effects of customer bullying?—testing the moderating effect of organizational identification
topic Psychology
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9194387/
https://www.ncbi.nlm.nih.gov/pubmed/35712190
http://dx.doi.org/10.3389/fpsyg.2022.769087
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