Recent research has explored employees' functional and dysfunctional reactions to customer mistreatment, acknowledging the diverse impacts it can have. Drawing on self-distancing theory, this study offers a novel investigation into hospitality employees’ varied reactions to daily customer mistreatment and identifies the boundary conditions that influence these responses. Using an experience sampling method research design, we conducted a ten-day daily diary survey of 82 hotel employees. Our results reveal that when hospitality employees adopt a self-distanced perspective following daily customer mistreatment, they are more likely to engage in problem-solving pondering during the evening, which leads to enhanced next-day proactive customer service performance. In contrast, when they adopt a self-immersed perspective, they tend to engage in affective rumination during the evening, which increases next-day service sabotage. Additionally, daily coworker reframing strengthens the relationship between daily customer mistreatment and problem-solving pondering during the evening and enhances the mediating role of problem-solving pondering during the evening between daily customer mistreatment and next-day proactive customer service performance. Conversely, daily venting with coworkers reinforces the connection between daily customer mistreatment and affective rumination during the evening, and intensifies the mediating effect of affective rumination during the evening between daily customer mistreatment and next-day service sabotage.

中文翻译：

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日常客户虐待和员工服务行为的自我距离视角


最近的研究探讨了员工对客户虐待的功能性和非功能性反应，并承认它可能产生的各种影响。借鉴自我疏远理论，本研究对酒店员工对日常客户虐待的不同反应进行了新颖的调查，并确定了影响这些反应的边界条件。使用体验抽样方法研究设计，我们对 82 名酒店员工进行了为期 10 天的每日日记调查。我们的结果表明，当酒店员工在日常客户虐待后采取自我疏远的视角时，他们更有可能在晚上进行解决问题的思考，从而提高第二天主动的客户服务绩效。相比之下，当他们采用自我沉浸的视角时，他们倾向于在晚上进行情感反刍，这增加了第二天的服务破坏。此外，每日同事重构加强了日常客户虐待与夜间问题解决思考之间的关系，增强了夜间问题解决思考在日常客户虐待与次日主动客户服务绩效之间的中介作用。反之，与同事的日常发泄强化了日常客户虐待与夜间情感反刍之间的联系，并加强了夜间情感反刍在日常客户虐待与次日服务破坏之间的中介作用。