顧客不當(dāng)對(duì)待對(duì)旅游業(yè)一線(xiàn)員工公平感的差異化

影響權(quán)力的調(diào)節(jié)作用

一、本文概述

Overviewofthisarticle

隨著旅游業(yè)的快速發(fā)展，顧客與旅游業(yè)一線(xiàn)員工之間的互動(dòng)關(guān)系

成為了一個(gè)重要的研究課題。顧客的不當(dāng)對(duì)待，如言語(yǔ)侮辱、行為粗

暴等，不僅對(duì)員工個(gè)人的心理健康產(chǎn)生負(fù)面影響，還可能對(duì)旅游業(yè)的

服務(wù)質(zhì)量和企業(yè)形象造成損害。因此，探討顧客不當(dāng)對(duì)待對(duì)旅游業(yè)一

線(xiàn)員工公平感的影響具有重要的理論和實(shí)踐意義。本文旨在研究顧客

不當(dāng)對(duì)待對(duì)員工公平感的影響，并探討權(quán)力因素在其中的調(diào)節(jié)作用。

Withtherapiddevelopmentofthetourismindustry,the

interactionbetweencustomersandfrontlinetourismemployees

hasbecomeanimportantresearchtopic.Impropertreatmentof

customers,suchasverbalinsultsandrudebehavior,notonly

hasanegativeimpactonthepersonalmentalhealthofemployees,

butmayalsodamagetheservicequalityandcorporateimageof

thetourismindustry.Therefore,exploringtheimpactof

customermistreatmentonthefairnessoffrontlineemployees

inthetourismindustryhasimportanttheoreticalandpractical

significance.Thisarticleaimstostudytheimpactofcustomer

mistreatmentonemployeefairnessandexplorethemoderating

roleofpowerfactorsinit.

本文將界定顧客不當(dāng)對(duì)待、員工公平感和權(quán)力等核心概念，明確

研究范圍和對(duì)象。通過(guò)文獻(xiàn)綜述，梳理現(xiàn)有研究中關(guān)于顧客不當(dāng)對(duì)待

對(duì)員工心理和行為影響的相關(guān)理論和實(shí)證研究，為后續(xù)研究提供理論

支撐。在此基礎(chǔ)上，本文將構(gòu)建理論模型，提出研究假設(shè)，并選擇合

適的研究方法進(jìn)行實(shí)證檢驗(yàn)。

Thisarticlewilldefinecoreconceptssuchascustomer

mistreatment,employeefairness,andpower,andclarifythe

scopeandobjectofresearch.Throughliteraturereview,this

studysummarizestherelevanttheoriesandempiricalstudies

ontheimpactofcustomermistreatmentonemployeepsychology

andbehaviorinexistingresearch,providingtheoretical

supportforsubsequentresearch.Onthisbasis,thisarticle

willconstructatheoreticalmodel,proposeresearch

hypotheses,andselectappropriateresearchmethodsfor

empiricaltesting.

本文的研究方法包括問(wèn)卷調(diào)查、實(shí)地訪(fǎng)談等，以收集一線(xiàn)員工的

真實(shí)感受和經(jīng)歷。通過(guò)對(duì)數(shù)據(jù)的統(tǒng)計(jì)分析，本文將揭示顧客不當(dāng)對(duì)待

對(duì)員工公平感的具體影響，以及權(quán)力因素在其中的調(diào)節(jié)作用。本文還

將探討不同權(quán)力類(lèi)型(如組織權(quán)力、個(gè)人權(quán)力等)對(duì)員工公平感的影

響差異，為企業(yè)管理實(shí)踐提供有針對(duì)性的建議。

Theresearchmethodsofthisarticleincludequestionnaire

surveys,on-siteinterviews,etc.,tocollecttherealfeelings

andexperiencesoffrontlineemployees.Throughstatistical

analysisofdata,thisarticlewillrevealthespecificimpact

ofcustomermistreatmentonemployeefairness,aswellasthe

moderatingroleofpowerfactorsinit.Thisarticlewillalso

explorethedifferencesintheimpactofdifferenttypesof

power(suchasorganizationalpower,individualpower,etc.)

onemployeefairness,providingtargetedsuggestionsfor

enterprisemanagementpractices.

本文的研究結(jié)果將有助于深入埋解顧客不當(dāng)對(duì)待對(duì)旅游業(yè)-一線(xiàn)

員工的影響機(jī)制，為企業(yè)制定有效的員工關(guān)愛(ài)政策和顧客管理策略提

供科學(xué)依據(jù)。本文還將為學(xué)術(shù)界提供新的研究視角和方法論參考，推

動(dòng)相關(guān)領(lǐng)域的研究發(fā)展。

Theresearchfindingsofthisarticlewillcontributeto

adeeperunderstandingoftheimpactmechanismofcustomer

mistreatmentonfrontlineemployeesinthetourismindustry,

andprovidescientificbasisforenterprisestoformulate

effectiveemployeecarepoliciesandcustomermanagement

strategies.Thisarticlewillalsoprovidenewresearch

perspectivesandmethodologicalreferencesfortheacademic

community,promotingresearchdevelopmentinrelatedfields.

二、文獻(xiàn)綜述

Literaturereview

在旅游業(yè)中，一線(xiàn)員工是組織與客戶(hù)之間的橋梁，他們經(jīng)常面臨

與顧客互動(dòng)的復(fù)雜情境。顧客的不當(dāng)對(duì)待，如粗魯、不尊重或挑釁行

為，對(duì)員工的工作態(tài)度、工作滿(mǎn)意度和公平感產(chǎn)生深遠(yuǎn)影響。然而，

員工如何理解和應(yīng)對(duì)這種不當(dāng)對(duì)待，以及這種理解如何影響他們的公

平感，是旅游管理和組織行為學(xué)領(lǐng)域值得探討的問(wèn)題。權(quán)力的調(diào)節(jié)作

用在這一過(guò)程中起著關(guān)鍵的作用，因?yàn)樗梢杂绊憜T工對(duì)不當(dāng)對(duì)待的

認(rèn)知和反應(yīng)。

Inthetourismindustry,frontlineemployeesarethebridge

betweenorganizationsandcustomers,oftenfacingcomplex

situationsofinteractionwithcustomers.Inappropriate

treatmentofcustomers,suchasrude,disrespectful,or

provocativebehavior,hasaprofoundimpactonemployees，work

attitude,jobsatisfaction,andsenseoffairness.However,how

employeesunderstandandrespondtosuchimpropertreatment,

andhowthisunderstandingaffectstheirsenseoffairness,are

issuesworthexploringinthefieldsoftourismmanagementand

organizationalbehavior.Theregulatoryroleofpowerplaysa

crucialroleinthisprocess,asitcaninfluenceemployees'

perceptionandresponsetoinappropriatetreatment.

以往研究表明，顧客的不當(dāng)對(duì)待會(huì)對(duì)一線(xiàn)員工的工作滿(mǎn)意度和離

職意愿產(chǎn)生負(fù)面影響。面對(duì)不當(dāng)對(duì)待，員工可能會(huì)感到沮喪、無(wú)助和

憤怒，這些情緒會(huì)降低他們對(duì)工作的滿(mǎn)意度，增加離職的可能性。不

當(dāng)對(duì)待還可能破壞員工的公平感，因?yàn)樗麄兛赡軙?huì)認(rèn)為組織未能為他

們提供足夠的支持和保護(hù)。

Previousstudieshaveshownthatcustomermistreatmentcan

haveanegativeimpactonthejobsatisfactionandturnover

intentionoffrontlineemployees.Facedwithimproper

treatment,employeesmayfeelfrustrated,helpless,andangry,

whichcanreducetheirjobsatisfactionandincreasethe

likelihoodofresignation.Impropertreatmentmayalso

undermineemployees'senseoffairness,astheymayperceive

thattheorganizationhasnotprovidedthemwithsufficient

supportandprotection.

然而，權(quán)力的調(diào)節(jié)作用可能改變這種負(fù)面影響。權(quán)力被定義為個(gè)

體在組織或社會(huì)結(jié)構(gòu)中的位置和影響力。具有高權(quán)力的員工可能更有

能力應(yīng)對(duì)和抵制顧客的不當(dāng)對(duì)待，因?yàn)樗麄儞碛懈嗟馁Y源和自主權(quán)。

這種權(quán)力可以為員工提供心理安全感，使他們更有信心處理困難情境。

However,theregulatoryroleofpowermayalterthis

negativeimpact.Powerisdefinedasanindividual'sposition

andinfluencewithinanorganizationorsocialstructure.

Employeeswithhighauthoritymaybemorecapableofresponding

toandresistingcustomermistreatment,astheyhavemore

resourcesandautonomy.Thiskindofpowercanprovide

employeeswithasenseofpsychologicalsecurity,makingthem

moreconfidentindealingwithdifficultsituations.

在旅游業(yè)中，一線(xiàn)員工的權(quán)力可能來(lái)自于多個(gè)方面，如組織支持、

同事支持、個(gè)人技能和經(jīng)驗(yàn)等。組織支持可能包括提供培訓(xùn)、資源和

反饋，以幫助員工更好地應(yīng)對(duì)顧客的不當(dāng)對(duì)待。同事支持可以提供情

感上的支持和建議，使員工感到更加融入團(tuán)隊(duì)。個(gè)人技能和經(jīng)驗(yàn)則使

員工更有信心和能力處理各種情境。

Inthetourismindustry,thepoweroffrontlineemployees

maycomefrommultipleaspects,suchasorganizationalsupport,

colleaguesupport,personalskillsandexperience,etc.

Organizationalsupportmayincludeprovidingtraining,

resources,andfeedbacktohelpemployeesbetterrespondto

customermistreatment.Colleaguesupportcanprovideemotional

supportandadvice,makingemployeesfeelmoreintegratedinto

theteam.Personalskillsandexperiencegiveemployeesmore

confidenceandabilitytohandlevarioussituations.

權(quán)力的調(diào)節(jié)作用在顧客不當(dāng)對(duì)待對(duì)旅游業(yè)一線(xiàn)員工公平感的影

響中扮演重要角色。未來(lái)的研究應(yīng)進(jìn)一步探討權(quán)力的來(lái)源和類(lèi)型，以

及如何通過(guò)增強(qiáng)員工的權(quán)力來(lái)減輕不當(dāng)對(duì)待的負(fù)面影響，提升員工的

公平感和工作滿(mǎn)意度。組織也應(yīng)重視為員工提供支持和資源，以增強(qiáng)

他們的權(quán)力，從而更好地應(yīng)對(duì)顧客的不當(dāng)對(duì)待。

Theregulatoryroleofpowerplaysanimportantroleinthe

impactofcustomermistreatmentonthesenseoffairnessamong

frontlineemployeesinthetourismindustry.Futureresearch

shouldfurtherexplorethesourcesanctypesofpower,aswell

ashowtoalleviatethenegativeimpactofimpropertreatment

byenhancingemployeepower,andimproveemployeefairnessand

jobsatisfaction.Organizationsshouldalsoattachimportance

toprovidingsupportandresourcesforemployeestoenhance

theirpowerandbetterrespondtocustomermistreatment.

三、研究方法

Researchmethods

本研究采用定量研究方法，以問(wèn)卷調(diào)查為主要工具進(jìn)行數(shù)據(jù)收集。

在問(wèn)卷設(shè)計(jì)上，我們參考了國(guó)內(nèi)外關(guān)于顧客不當(dāng)對(duì)待、公平感、權(quán)力

感知以及旅游業(yè)一線(xiàn)員工工作態(tài)度的相關(guān)文獻(xiàn)，結(jié)合本研究的主題和

目標(biāo)，形成了初步的問(wèn)卷框架。

Thisstudyusedquantitativeresearchmethodsand

questionnairesurveysasthemaintoolfordatacollection.In

termsofquestionnairedesign,wereferredtorelevant

literatureathomeandabroadoncustomermistreatment,

fairness,powerperception,andworkattitudesoffrontline

employeesinthetourismindustry,combinedwiththethemeand

objectivesofthisstudy,toformapreliminaryquestionnaire

framework.

為了確保問(wèn)卷的有效性和可靠性，我們進(jìn)行了預(yù)調(diào)研，邀請(qǐng)了部

分旅游業(yè)一線(xiàn)員工填寫(xiě)問(wèn)卷，并根據(jù)他們的反饋對(duì)問(wèn)卷進(jìn)行了修改和

完善。最終形成的問(wèn)卷包括四個(gè)部分：顧客不當(dāng)對(duì)待、公平感、權(quán)力

感知以及員工工作態(tài)度。每個(gè)部分都包含若干具體條目，采用李克特

五點(diǎn)量表進(jìn)行評(píng)分，以便收集到量化數(shù)據(jù)。

Inordertoensurethevalidityandreliabilityofthe

questionnaire,weconductedapreliminarysurveyandinvited

somefrontlineeir.ployeesinthetourismindustrytofillout

thequestionnaire.Basedontheirfeedback,wemodifiedand

improvedthequestionnaire.Thefinalquestionnaireconsists

offourparts:customermistreatment,senseoffairness,

perceptionofpower,andemployeeworkattitude.Eachsection

containsseveralspecificitemsandisscoredusingtheLikert

fivepointscaletocollectquantitativedata.

在樣本選擇上，我們通過(guò)隨機(jī)抽樣的方式，在全國(guó)范圍內(nèi)選取了

多家旅游景區(qū)的一線(xiàn)員工進(jìn)行問(wèn)卷調(diào)查。共發(fā)放問(wèn)卷1000份，回收

有效問(wèn)卷850份，有效回收率為85機(jī)樣本涵蓋了不同年齡、性別、

教育程度和工作經(jīng)驗(yàn)的一線(xiàn)員工，具有一定的代表性。

Intermsofsampleselection,weconductedaquestionnaire

surveyonfrontlineemployeesfrommultipletourist

attractionsnationwidethroughrandomsampling.Atotalof1000

questionnairesweredistributed,and850validquestionnaires

werecollected,withaneffectiveresponserateof85%.The

samplecoversfrontlineemployeesofdifferentages,genders,

educationallevels,andworkexperience,andhasacertain

representativeness.

數(shù)據(jù)分析方面，我們采用了SPSS軟件進(jìn)行描述性統(tǒng)計(jì)、相關(guān)性

分析、方差分析以及回歸分析等方法。通過(guò)描述性統(tǒng)計(jì)了解各變量的

分布情況；通過(guò)相關(guān)性分析探討顧客不當(dāng)對(duì)待、公平感、權(quán)力感知與

員工工作態(tài)度之間的關(guān)系；再次，通過(guò)方差分析比較不同權(quán)力感知水

平卜，顧客不當(dāng)對(duì)待對(duì)公平感的影響是否存在差異；通過(guò)回歸分析進(jìn)

一步驗(yàn)證權(quán)力感知在顧客不當(dāng)對(duì)待與員工工作態(tài)度之間的調(diào)節(jié)作用。

Intermsofdataanalysis,weusedSPSSsoftwarefor

descriptivestatistics,correlationanalysis,analysisof

variance,andregressionanalysis.Understandthedistribution

ofeachvariablethroughdescriptivestatistics;Exploringthe

relationshipbetweencustomermistreatment,fairness,

perceivedpower,andemployeeworkaltitudethrough

correlationanalysis;Onceagain,comparewhetherthereare

differencesintheimpactofcustomermistreatmentonfairness

underdifferentlevelsofperceivedpowerthroughanalysisof

variance;Furthervalidatethemoderatingeffectofperceived

powerontherelationshipbetweencustomermistreatmentand

employeeworkattitudethroughregressionanalysis.

本研究遵循科學(xué)的研究方法，通過(guò)嚴(yán)格的問(wèn)卷設(shè)計(jì)和數(shù)據(jù)分析，

旨在揭示顧客不當(dāng)對(duì)待對(duì)旅游業(yè)一線(xiàn)員工公平感的差異化影響以及

權(quán)力感知在這一過(guò)程中的調(diào)節(jié)作用，為提升旅游業(yè)一線(xiàn)員工的工作滿(mǎn)

意度和服務(wù)質(zhì)量提供理論支持和實(shí)踐指導(dǎo)。

Thisstudyfollowsscientificresearchmethodsandaimsto

revealthedifferentialimpactofcustomermistreatmentonthe

fairnessoffrontlinetourismemployeesandthemoderatingrole

ofpowerperceptioninthisprocessthroughstrict

questionnairedesignanddataanalysis.Itprovides

theoreticalsupportandpracticalguidanceforimprovingthe

jobsatisfactionandservicequalityoffrontlinetourism

employees.

四、研究結(jié)果

Researchresults

本研究旨在探討顧客不當(dāng)對(duì)待對(duì)旅游業(yè)一線(xiàn)員工公平感的影響，

并特別關(guān)注權(quán)力在其中的調(diào)節(jié)作用。通過(guò)收集和分析數(shù)據(jù)，我們得出

以下主要研究結(jié)果。

Thisstudyaimstoexploretheimpactofcustomer

mistreatmentonthesenseoffairnessamongfrontlineemployees

inthetourismindustry,withaparticularfocusonthe

moderatingroleofpower.Bycollectingandanalyzingdata,we

haveobtainedthefollowingmainresearchresults.

研究結(jié)果顯示，顧客不當(dāng)對(duì)待對(duì)旅游業(yè)一線(xiàn)員工的公平感產(chǎn)生了

顯著的負(fù)面影響。當(dāng)員工遭遇顧客的言語(yǔ)侮辱、不尊重或無(wú)理要求時(shí),

他們的公平感明顯降低。這種不當(dāng)對(duì)待讓員工感到自己的工作不被認(rèn)

可，價(jià)值被貶低，從而影響了他們對(duì)工作環(huán)境的整體感知。

Theresearchresultsshowthatcustomermistreatmenthas

asignificantnegativeimpactonthefairnessoffrontline

employeesinthetourismindustry.Whenemployeesencounter

verbalinsults,disrespect,orunreasonabledemandsfrom

customers,theirsenseoffairnessissignificantlyreduced.

Thisimpropertreatmentmakesemployeesfeelthattheirwork

isnotrecognizedandtheirvalueisdevalued,thereby

affectingtheiroverallperceptionoftheworkenvironment.

研究發(fā)現(xiàn)權(quán)力的調(diào)節(jié)作用在員工面對(duì)顧客不當(dāng)對(duì)待時(shí)尤為明顯。

具有較高權(quán)力的員工能夠更好地應(yīng)對(duì)和處理顧客的不當(dāng)行為，從而減

少不當(dāng)對(duì)待對(duì)公平感的負(fù)面影響。具體來(lái)說(shuō)，擁有較高權(quán)力的員工在

遭遇不當(dāng)對(duì)待時(shí)，有更多的資源和手段來(lái)維護(hù)自己的權(quán)益，包括與上

級(jí)溝通、調(diào)整工作安排或?qū)で蠓稍?這些行為有助于緩解員工

的不公平感，提升他們的工作滿(mǎn)意度。

Researchhasfoundthatthemoderatingeffectofpoweris

particularlyevidentwhenemployeesfacecustomermistreatment.

Employeeswithhigherauthorityarebetterabletocopewith

andhandlecustomermisconduct,therebyreducingthenegative

impactofimpropertreatmentonasenseoffairness.

Specifically,employeeswithhigherlevelsofpowerhavemore

resourcesandmeanstoprotecttheirrightswhenfacedwith

impropertreatment,includingcommunicatingwithsuperiors,

adjustingworkarrangements,orseekinglegalaid.These

behaviorshelpalleviateemployeeunfairnessandimprovetheir

jobsatisfaction.

然而，值得注意的是，權(quán)力的調(diào)節(jié)作用并非絕對(duì)。在某些情況下，

即使員工擁有較高的權(quán)力，他們?nèi)匀豢赡苁艿筋櫩筒划?dāng)對(duì)待的負(fù)面影

響。這可能是因?yàn)閱T工在面對(duì)特定情境時(shí)，可能會(huì)受到其他因素(如

組織文化、個(gè)人價(jià)值觀(guān)等)的影響，導(dǎo)致他們無(wú)法充分利用手中的權(quán)

力來(lái)維護(hù)自己的公平感。

However,itisworthnotingthattheregulatoryroleof

powerisnotabsolute.Insomecases,evenifemployeeshave

higherlevelsofpower,theymaystillbenegativelyaffected

bycustomermistreatment.Thismaybebecauseemployeesmaybe

influencedbyotherfactors(suchasorganizationalculture,

personalvalues,etc.)whenfacingspecificsituations,which

maypreventthemfromfullyutilizingtheirpowertomaintain

theirsenseoffairness.

本研究發(fā)現(xiàn)顧客不當(dāng)對(duì)待對(duì)旅游業(yè)一線(xiàn)員工的公平感產(chǎn)生了負(fù)

面影響，而權(quán)力的調(diào)節(jié)作用在一定程度上緩解了這種影響。然而，權(quán)

力的作用并非絕對(duì)，員工在面對(duì)不當(dāng)對(duì)待時(shí)仍可能受到其他因素的影

響。因此，旅游業(yè)組織在提升員工公平感方面，除了關(guān)注員工權(quán)力的

分配和利用外，還應(yīng)考慮其他可能的干預(yù)措施，如加強(qiáng)員工培訓(xùn)、改

善組織溝通機(jī)制以及建立公正公平的企業(yè)文化等。

Thisstudyfoundthatcustomermistreatmenthasanegative

impactonthefairnessoffrontlineemployeesinthetourism

industry,andthemoderatingeffectofpowerhastosomeextent

alleviatedthisimpact.However,theroleofpowerisnot

absolute,andemployeesmaystillbeinfluencedbyother

factorswhenfacingimpropertreatment.Therefore,inorderto

enhanceemployeefairness,tourismorganizationsshouldnot

onlyfocusonthedistributionandutilizationofemployee

power,butalsoconsiderotherpossibleinterventionmeasures,

suchasstrengtheningemployeetraining,improving

organizationalcommunicationmechanisms,andestablishinga

fairandjustcorporateculture.

五、討論

Discussion

本研究深入探討了顧客不當(dāng)對(duì)待對(duì)旅游業(yè)一線(xiàn)員工公平感的影

響，以及權(quán)力在這一過(guò)程中的調(diào)節(jié)作用。結(jié)果顯示，顧客的不當(dāng)對(duì)待

會(huì)顯著影響員工的公平感，而員工的權(quán)力則在一定程度上對(duì)這一關(guān)系

起到調(diào)節(jié)作用。

Thisstudydelvesintotheimpactofcustomermistreatment

onthefairnessoffrontlineemployeesinthetourismindustry,

asWPI1asthemodprat.ingroleofpowerint.hisprocess.The

resultsshowthatcustomermistreatmentsignificantlyaffects

employeefairness,whileemployeepowerplaysamoderatingrole

inthisrelationshiptoacertainextent.

顧客的不當(dāng)對(duì)待對(duì)員工公平感產(chǎn)生了明顯的負(fù)面影響。這一發(fā)現(xiàn)

與先前的研究相一致，進(jìn)一步證實(shí)了工作環(huán)境中的不當(dāng)行為會(huì)對(duì)員工

的心理感知產(chǎn)生損害。在旅游業(yè)這一服務(wù)行業(yè)，一線(xiàn)員工經(jīng)常面臨與

顧客的互動(dòng)，顧客的不當(dāng)對(duì)待不僅會(huì)影響員工的情緒狀態(tài)，還會(huì)影響

其對(duì)工作公平性的感知。因此，對(duì)于旅游業(yè)而言，關(guān)注并有效管理顧

客行為，減少不當(dāng)對(duì)待的發(fā)生，對(duì)于維護(hù)員工心理健康和工作滿(mǎn)意度

具有重要意義。

Impropertreatmentbycustomershasasignificantnegative

impactonemployeefairness.Thisfindingisconsistentwith

previousresearchandfurtherconfirmsthatinappropriate

behaviorintheworkenvironmentcandamageemployees，

psychologicalperception.Inthetourismindustry,frontline

employeesoftenfaceinteractionswithcustomers.Improper

treatmentbycustomersnotonlyaffectstheiremotionalstate,

butalsoaffectstheirperceptionofworkfairness.Therefore,

forthetourismindustry,payingattentiontoandeffectively

managingcustomerbehavior,reducingtheoccurrenceof

impropertreatment,isofgreatsignificanceformaintaining

employeementalhealthandjobsatisfaction.

本研究發(fā)現(xiàn)員工的權(quán)力在顧客不當(dāng)對(duì)待與公平感之間起到了調(diào)

節(jié)作用。具體而言，當(dāng)員工具有較高的權(quán)力時(shí)，他們能夠更好地應(yīng)對(duì)

和緩解顧客不當(dāng)對(duì)待帶來(lái)的負(fù)面影響，從而保持對(duì)工作公平性的正面

感知。這一發(fā)現(xiàn)為我們理解員工如何應(yīng)對(duì)工作壓力和挑戰(zhàn)提供了新的

視角。在實(shí)踐中，企業(yè)可以通過(guò)賦予員JL一定的權(quán)力，如決策參與、

自主管理等，來(lái)增強(qiáng)員工的應(yīng)對(duì)能力，降低不當(dāng)對(duì)待對(duì)員工公平感的

影響。

Thisstudyfoundthatemployeepowerplaysamoderating

rolebetweencustomermistreatmentandperceivedfairness.

Specifically,whenemployeeshavehigherlevelsofpower,they

arebetterabletocopewithandmitigatethenegativeimpact

ofcustomermistreatment,therebymaintainingapositive

perceptionofjobfairness.Thisdiscoveryprovidesuswitha

newperspectiveonhowemployeescopewithworkpressureand

challenges.Inpractice,companiescanenhancetheir

employees'copingabilitiesandreducetheimpactofimproper

treatmentontheirsenseoffairnessbyempoweringthemwith

certainpowers,suchasdecision-makingparticipationand

independentmanagement.

然而，本研究仍存在一定的局限性口本研究主要采用了問(wèn)卷調(diào)查

法收集數(shù)據(jù)，雖然這種方法具有操作簡(jiǎn)便、成本較低等優(yōu)點(diǎn)，但也可

能存在樣本偏差和主觀(guān)性等問(wèn)題。未來(lái)研究可以采用多種方法相結(jié)合

的方式，如實(shí)驗(yàn)法、案例研究等，以提高研究的準(zhǔn)確性和可靠性c本

研究主要關(guān)注了旅游業(yè)一線(xiàn)員工，未來(lái)可以進(jìn)一步拈展到其他行業(yè)或

領(lǐng)域，以驗(yàn)證本研究的普遍性和適用性。

However,thisstudystillhascertainlimitations.This

studymainlyusedthequestionnairesurveymethodtocollect

data.Althoughthismethodhastheadvantagesofsimple

operationandlowcost,itmayalsohaveissuessuchassample

biasandsubjectivity.Futureresearchcanadoptacombination

ofmultiplemethods,suchasexperimentalmethods,casestucies,

etc.,toimprovetheaccuracyandreliabilityoftheresearch.

Thisstudymainlyfocusesonfrontlineemployeesinthetourism

industry,andcanbefurtherexpandedtootherindustriesor

fieldsinthefuturetoverifytheuniversalityand

applicabilityofthisstudy.

本研究揭示了顧客不當(dāng)對(duì)待對(duì)旅游業(yè)一線(xiàn)員工公平感的影響以

及權(quán)力的調(diào)節(jié)作用。這些發(fā)現(xiàn)對(duì)于理解員工心理感知和工作滿(mǎn)意度具

有重要的理論和實(shí)踐意義。未來(lái)研究可以在此基礎(chǔ)上進(jìn)一步深入探討

員工應(yīng)對(duì)不當(dāng)對(duì)待的策略和機(jī)制，為企業(yè)管理和員工心理健康提供更

有針對(duì)性的建議和指導(dǎo)。企業(yè)也應(yīng)關(guān)注員工在工作中可能遇到的各種

挑戰(zhàn)和壓力，通過(guò)提供支持和資源來(lái)幫助員工更好地應(yīng)對(duì)這些挑戰(zhàn)，

從而提高員工的乍滿(mǎn)意度和績(jī)效表現(xiàn)。

Thisstudyrevealstheimpactofcustomermistreatmenton

thefairnessoffrontlinetourismemployeesandthemoderating

effectofpower.Thesefindingshaveimportanttheoreticaland

practicalsignificanceforunderstandingemployee

psychologicalperceptionandjobsatisfaction.Futureresearch

canfurtherexplorestrategiesandmechanismsforemployeesto

copewithinappropriatetreatmentonthisbasis,providingmore

targetedsuggestionsandguidanceforenterprisemanagement

andemployeementalhealth.Enterprisesshouldalsopay

attentiontothevariouschallengesandpressuresthat

employeesmayencounterintheirwork,andprovidesupportand

resourcestohelpemployeesbettercopewiththesechallenges,

therebyimprovingtheirjobsatisfactionandperformance.

六、結(jié)論與建議

Conclusionandrecommendations

本研究通過(guò)深入探討了顧客不當(dāng)對(duì)待對(duì)旅游業(yè)一線(xiàn)員工公平感

的影響，以及權(quán)力在這一過(guò)程中的調(diào)節(jié)作用。研究結(jié)果表明，顧客的

不當(dāng)對(duì)待會(huì)顯著影響員工的公平感，進(jìn)而影響員工的工作滿(mǎn)意度、組

織承諾和離職意愿等關(guān)鍵工作結(jié)果變量。員工的權(quán)力感知在這一過(guò)程

中起到了重要的調(diào)節(jié)作用。

Thisstudyexploresindepththeimpactofcustomer

mistreatmentonthesenseoffairnessamongfrontlineemployees

inthetourismindustry,aswellasthemoderatingroleofpower

inthisprocess.Theresearchresultsindicatethatcustomer

mistreatmentsignificantlyaffectsemployeefairness,whichin

turnaffectskeyjoboutcomevariablessuchasjobsatisfaction,

organizationalcommitment,andturnoverintention.The

perceptionofpowerbyemployeesplaysanimportantregulatory

roleinthisprocess.

對(duì)于旅游業(yè)企業(yè)和組織來(lái)說(shuō)，這一研究結(jié)果具有重要的啟示意義。

企業(yè)應(yīng)當(dāng)高度重視顧客不當(dāng)對(duì)待對(duì)員工公平感的影響，通過(guò)制定和執(zhí)

行有效的顧客行為規(guī)范，減少顧客不當(dāng)行為的發(fā)生，從而保護(hù)員工的

心理健康和工作積極性U

Fortourismindustryenterprisesandorganizations,this

researchresulthasimportantimplications.Enterprisesshould

attachgreatimportancetotheimpactofcustomermistreatment

onemployeefairness,andreducetheoccurrenceofcustomer

misconductbyformulatingandimplementingeffectivecustomer

behaviornorms,therebyprotectingthepsychologicalhealth

andworkenthusiasmofemployees.

企業(yè)應(yīng)當(dāng)關(guān)注員工的權(quán)力感知，通過(guò)提供必要的培訓(xùn)和支