A Study on the Influence of Improper Interaction on Couriers’ Job Engagement—The Moderating Influence of Organization Support

DOI

10.2991/assehr.k.200826.251How to use a DOI?

Keywords

improper interaction, emotional exhaustion, organization support, job engagement

Abstract

In the process of logistics delivery, the negative effects caused by improper interaction between customers and couriers cannot be ignored. Based on affective events theory and conservation of resources theory, this research reveals the negative conduction mechanism of improper interaction between customers and couriers from the perspective of emotional exhaustion, and verifies the moderating effect of organization support. It is found that: first, the improper interaction has significant positive effects on couriers’ emotional exhaustion, and has a significant negative impact on couriers’ job engagement; second, emotional exhaustion plays a mediating role between the improper interaction and couriers’ job engagement; third, organization support plays a moderating role between the relationship of improper interaction and couriers’ emotional exhaustion. This study reveals the negative effects and inherent conduction mechanism, as well as the boundary conditions of improper interaction, from a new theoretical perspective.

Copyright

© 2020, 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  - Zhen-feng Cheng
AU  - Xin Chen
PY  - 2020
DA  - 2020/08/28
TI  - A Study on the Influence of Improper Interaction on Couriers’ Job Engagement—The Moderating Influence of Organization Support
BT  - Proceedings of the 2020 4th International Seminar on Education, Management and Social Sciences (ISEMSS 2020)
PB  - Atlantis Press
SP  - 1218
EP  - 1225
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.200826.251
DO  - 10.2991/assehr.k.200826.251
ID  - Cheng2020
ER  -