Suchergebnisse

Employees in service-oriented enterprises often face the social stressor of customer misbehavior. On the basis of survey data from 503 service employees, we drew the following conclusions: (a) multidimensional customer misbehavior can be replaced by a second-order factor, and customer
misbehavior has a significant promoting effect on employees' emotional exhaustion; (b) employees' surface acting mediates the impact of customer misbehavior on employees' emotional exhaustion; (c) employees' involvement acts as a moderator between customer misbehavior and employees' surface
acting; and (d) employees' mental elasticity has a moderating effect between their surface acting and their emotional exhaustion. According to the research results, managers of enterprises can take targeted measures to minimize the impact of customer misbehavior on the emotional exhaustion
of service employees, thus ensuring the physical and mental health of these employees.

Overqualification has become a widespread social phenomenon in many countries. We collected data from 503 respondents via an online survey and used SPSS 24.0 and Mplus 8.0 for data analysis. Results showed that employee overqualification had a significant positive impact on use of silence
behavior and that psychological contract breach and alienation from work partially mediated this relationship. However, the serial mediating effect of psychological contract breach and alienation from work was not significant. Justice sensitivity played a moderating role in the relationship
between employee overqualification and use of silence behavior. Our research clarifies the internal mechanism between overqualification and employee silence behavior and provides a reference for managers to optimize the employment environment and use of human resources.

College teachers are producers of scientific knowledge, and innovative behavior is important to this group, especially since overqualification is a common phenomenon. However, there is much debate about the effect of overqualification on innovation behavior. Therefore, we used statistical
analysis software to explore the interaction mechanisms between overqualification and college teachers' innovation behavior using data from 368 questionnaires. Overqualification was found to be negatively related to college teachers' innovation behavior, and job crafting played a mediating
role in this relationship. Further, workgroup emotional climate was positively related to college teachers' innovation behavior, and also had a moderating effect on the relationship between overqualification and college teachers' innovation behavior. This study can help scholars to further
understand the influence of individual- and organization-level variables on college teachers' innovation behavior.

With the development of Internet technology, online brand communities have increased rapidly. Through these communities, customers can interact with other customers, gain experience with products, obtain information about the products, and enhance brand loyalty. We conducted a questionnaire
with 442 online brand community members to explore the internal mechanism of how customer-to-customer interaction in online brand communities influences brand loyalty. The results were as follows: (a) Customer-tocustomer interaction in online brand communities had a positive effect on brand
loyalty, (b) both customers' pleasurable experience with the online community and their community identity mediated the relationship between customer-to-customer interaction and brand loyalty, and (c) community identity and pleasurable experience had a chain mediating effect in the relationship
between customer-tocustomer interaction and brand loyalty. Implications of the findings are discussed.

Increasingly fierce market competition has put forward higher requirements for the service quality of frontline employees. At the same time, the misbehavior of some customers has negative effects on frontline employees. Therefore, this study focused on the mechanism between customer
misbehavior and frontline employees' turnover intention, and used Mplus 8.0 and HLM 6.08 to analyze data from 318 questionnaires. We found the following results: Customer misbehavior was positively related to employees' turnover intention, personal tradition was negatively related to employees'
turnover intention, personal tradition played a moderating role in the relationship between customer misbehavior and employees' turnover intention, social support was negatively related to employees' turnover intention, and social support played a moderating role in the relationship between
customer misbehavior and employees' turnover intention. Our conclusions enrich human resource management theory and provide reference for service-oriented enterprises tmprove the stability of frontline employees.