THE RELATIONSHIP BETWEEN CUSTOMER MISTREATMENT, EMOTIONAL DISSONANCE AND EMOTIONAL EXHAUSTION WITH EMPLOYEE RETALIATION:MODERATOR ROLE OF SUPERVISORY SUPPORT CLIMATE

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PARHIZGAR MOHAMMAD MAHDI; BAGHERI SEDIGHE

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Journal: JOURNAL OF PUBLIC ORGANZATIONS MANAGEMENT Year:2017 | Volume:5 | Issue:4 (20) Page(s): 81-93

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Title

THE RELATIONSHIP BETWEEN CUSTOMER MISTREATMENT, EMOTIONAL DISSONANCE AND EMOTIONAL EXHAUSTION WITH EMPLOYEE RETALIATION:MODERATOR ROLE OF SUPERVISORY SUPPORT CLIMATE

Author(s)

PARHIZGAR MOHAMMAD MAHDI | BAGHERI SEDIGHE | Issue Writer Certificate

Keywords

CUSTOMER MISTREATMENTQ1

EMPLOYEE RETALIATIONQ1

SUPERVISORY SUPPORT CLIMATEQ1

EMOTIONAL DISSONANCEQ1

EMOTIONAL EXHAUSTIONQ1

Abstract

This study aimed to investigate the impact of CUSTOMER MISTREATMENT on Mallet Bank employees’ retaliation in Mashhad, Iran. In this regard, the impact of CUSTOMER MISTREATMENT on EMOTIONAL DISSONANCE and EMOTIONAL EXHAUSTION was investigated. Also, the influence of these variables on EMPLOYEE RETALIATION by considering the moderator role of SUPERVISORY SUPPORT CLIMATE in the relationship between EMOTIONAL EXHAUSTION and EMPLOYEE RETALIATION were evaluated. Confirmatory factor analysis and Cronbach's alpha coefficient were used to assess validity and the internal consistency of the instrument, respectively. To investigate the effect of independent variables on the dependent variable, the method of structural equation modeling (SEM) in AMOS software was used. Subsequently, multiple regression analysis was conducted to investigate the effect of moderator role of SUPERVISORY SUPPORT CLIMATE. Findings revealed that CUSTOMER MISTREATMENT has a significant influence on both EMOTIONAL DISSONANCE and EMOTIONAL EXHAUSTION. EMOTIONAL EXHAUSTION has a crucial effect on employees’ retaliation. Also The moderating role of SUPERVISORY SUPPORT CLIMATE in the relationship between EMOTIONAL EXHAUSTION and EMPLOYEE RETALIATION is also confirmed in this study.

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APA: Copy

PARHIZGAR, MOHAMMAD MAHDI, & BAGHERI, SEDIGHE. (2017). THE RELATIONSHIP BETWEEN CUSTOMER MISTREATMENT, EMOTIONAL DISSONANCE AND EMOTIONAL EXHAUSTION WITH EMPLOYEE RETALIATION:MODERATOR ROLE OF SUPERVISORY SUPPORT CLIMATE. JOURNAL OF PUBLIC ORGANZATIONS MANAGEMENT, 5(4 (20) ), 81-93. SID. https://sid.ir/paper/261451/en

Vancouver: Copy

PARHIZGAR MOHAMMAD MAHDI, BAGHERI SEDIGHE. THE RELATIONSHIP BETWEEN CUSTOMER MISTREATMENT, EMOTIONAL DISSONANCE AND EMOTIONAL EXHAUSTION WITH EMPLOYEE RETALIATION:MODERATOR ROLE OF SUPERVISORY SUPPORT CLIMATE. JOURNAL OF PUBLIC ORGANZATIONS MANAGEMENT[Internet]. 2017;5(4 (20) ):81-93. Available from: https://sid.ir/paper/261451/en

IEEE: Copy

MOHAMMAD MAHDI PARHIZGAR, and SEDIGHE BAGHERI, “THE RELATIONSHIP BETWEEN CUSTOMER MISTREATMENT, EMOTIONAL DISSONANCE AND EMOTIONAL EXHAUSTION WITH EMPLOYEE RETALIATION:MODERATOR ROLE OF SUPERVISORY SUPPORT CLIMATE,” JOURNAL OF PUBLIC ORGANZATIONS MANAGEMENT, vol. 5, no. 4 (20) , pp. 81–93, 2017, [Online]. Available: https://sid.ir/paper/261451/en

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