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The Influence of Customer’s Verbal Abuse on Turnover Intention and Job Burnout of Sales Service Staff—The Moderating Effect of Organizational Atmosphere and Psychological Capital
Qingdao Psychological and Mental Health Research Institute, Qingdao University, Qingdao, China
Department of Psychology, Teachers College, Qingdao University, Qingdao, China
Department of Psychology, Teachers College, Qingdao University, Qingdao, China
- 1 Qingdao Psychological and Mental Health Research Institute, Qingdao University, Qingdao, China
- 2 Department of Psychology, Teachers College, Qingdao University, Qingdao, China
- 3 Department of Psychology, Teachers College, Qingdao University, Qingdao, China
Psychology·Volume 09 (2018)·Pages 2369–2383·Published 13 September 2018·DOI10.4236/psych.2018.910135
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Abstract
This study with subjects of 345 sales service personnel, examines the organization atmosphere and psychological capital in the customer’s verbal abuse and sales staff turnover intention and job burnout of the influence of the adjustment. It was found that: 1) verbal violation of the customer had a significant positive correlation with the tendency to resign and job burnout; 2) psychological capital has a negative moderating effect on the relationship between verbal abuse and turnover intention of sales staff; 3) organization atmosphere has negative moderating effect on the relationship between customer’s verbal violation and sales staff’s turnover intention and job burnout.
KeywordsVerbal AbuseTurnover IntentionJob BurnoutOrganizational AtmospherePsychological Capital
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