Threat appraisal_combined.sav

It is becoming increasingly frequent for customers to treat employees disrespectfully, challenge their authority, or neglect to show courtesy through words such as "please" and "thank you". This type of incivility is a serious problem that must be addressed immediately. This study examined how customer incivility predicts employee anger and the role of threat appraisal in this relationship. The sample group (<em>N</em>=405) was recruited through an online survey platform and asked to rate their experiences of customer incivility, threat appraisal, anger, sense of power and power distance orientation. Results showed that 69.9% of employees reported experiencing customer incivility daily, 28.1% reported it weekly, and 49.9% reported it monthly. Threat appraisal was found to mediate the positive relationship between customer incivility and employee anger. Additionally, there was a three‐way interaction on threat appraisal between customer incivility, employee sense of power, and employee power distance. Employees with a high sense of power and a high-power distance orientation appraised customer incivility as more threatening than their counterparts with a low and low power distance orientation. This study provides valuable insights for selecting and training individuals with high power distance orientation. Implications for research and practice are also discussed.

现如今，顾客对员工表现出不尊重行为、挑战其权威，或是忽略使用“请”“谢谢”等礼貌用语的现象愈发频繁。此类不文明行为属于亟待解决的严峻问题。本研究探讨了顾客不文明行为如何预测员工愤怒情绪，以及威胁评估（threat appraisal）在二者关系中的作用机制。本研究的有效样本量（N=405）通过在线调查平台招募，要求参与者对自身经历的顾客不文明行为、威胁评估、愤怒情绪、权力感（sense of power）以及权力距离导向（power distance orientation）进行评分。研究结果显示，69.9%的员工表示每日都会遭遇顾客不文明行为，28.1%的员工表示每周遭遇，另有49.9%的员工表示每月遭遇。研究证实，威胁评估在顾客不文明行为与员工愤怒情绪的正向关联中起到中介作用。此外，顾客不文明行为、员工权力感与员工权力距离导向三者对威胁评估存在三向交互效应。相较于权力感较低且权力距离导向较弱的员工，权力感较高且权力距离导向较强的员工会将顾客不文明行为评估为更具威胁性。本研究为高权力距离导向人员的选拔与培训提供了极具价值的参考视角，同时也探讨了本研究对后续学术研究与实践应用的启示。