Customer Aggression and Knowledge Hiding Among Service Employees: The Mediating Role of Emotional Exhaustion

DOI

10.2991/assehr.k.210617.117How to use a DOI?

Keywords

customer aggression, knowledge hiding, emotional exhaustion, emotional regulation capability

Abstract

The purpose of this research was to explore how customer aggression affects employees’ emotional exhaustion and knowledge hiding, and whether employees’ emotional regulation capability can moderate the relationship between customer aggression and emotional exhaustion. A questionnaire survey finally produced 201 valid cases. The results show that customer aggression significantly impacts employees’ knowledge hiding through emotional exhaustion, and employees’ emotional regulation capability amplify the positive relationship between customer aggression and emotional exhaustion. This paper extends the current research in terms of customer incivility and knowledge hiding.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Fengzhiwen Cao
PY  - 2021
DA  - 2021/06/20
TI  - Customer Aggression and Knowledge Hiding Among Service Employees: The Mediating Role of Emotional Exhaustion
BT  - Proceedings of the 2021 2nd International Conference on Mental Health and Humanities Education (ICMHHE 2021）
PB  - Atlantis Press
SP  - 452
EP  - 457
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.210617.117
DO  - 10.2991/assehr.k.210617.117
ID  - Cao2021
ER  -