摘要
为探索销售人员核心自我评价、情绪耗竭在顾客欺凌和工作退缩行为关系中的中介作用。采用顾客欺凌量表、核心自我评价量表、情绪耗竭量表、工作退缩行为量表对250名销售人员进行问卷调查。结果发现顾客欺凌与核心自我评价呈显著负相关,与情绪耗竭、工作退缩行为呈显著正相关;核心自我评价的中介作用、情绪耗竭的中介作用和核心自我评价-情绪耗竭的链式中介作用显著。因此,顾客欺凌可以通过核心自我评价、情绪耗竭的单独中介作用和核心自我评价-情绪耗竭的链式中介作用预测工作退缩行为。
To explore the mediating effect of core self-evaluation and emotional exhaustion between customer mistreatment and work withdrawal behavior for salesman.A sample of 250 salesmen was recruited in the study to complete the Customer Mistreatment Scale,Core Self-Evaluation Scale,Emotional Exhaustion Scale and Work Withdrawal Behavior Scale.The results showed that:Customer mistreatment was significant negatively correlated to core self-evaluation as positively correlated to emotional exhaustion and work withdrawal behavior.Customer mistreatment significantly affected work withdrawal behavior indirectly either by the mediating role of the core self-evaluation or emotional exhaustion and the chain mediating roles of core self-evaluation and emotional exhaustion.The relationship between customer mistreatment and work withdrawal behavior was mediated by the core self-evaluation as well as emotional exhaustion and the core self-evaluation and emotional exhaustion jointly.
作者
潘丽婷
赵红斌
袁荣
宋国萍
PAN Liting;ZHAO Hongbin;YUAN Rong;SONG Guoping(School of Psychology,Shaanxi Normal University;Shaanxi Key Laboratory of Behavioral and Cognitive Neuroscience,Xi an 710062,China)
出处
《心理技术与应用》
2020年第10期589-595,共7页
Psychology(Techniques and Applications)
关键词
销售人员
顾客欺凌
工作退缩行为
核心自我评价
情绪耗竭
salesman
customer mistreatment
work withdrawal behavior
core self-evaluation
emotional exhaustion
