Ảnh hưởng của sự khiếm từ khách hàng lên hiệu suất dịch vụ ngành ngân hàng Việt Nam: Vai trò trung gian của kiệt quệ cảm xúc và động lực trả thù của nhân viên
Từ khóa:
sự khiếm nhã của khách hàng, hiệu suất dịch vụ, kiệt quệ cảm xúc, trả thùTóm tắt
Sự khiếm nhã từ khách hàng đang ngày một được chú ý trong bối cảnh kinh tế thị trường hiện nay bởi nhiều hệ lụy của nó. Nghiên cứu kiểm định trong ngành ngân hàng cho thấy hành vi khiếm nhã của nhân viên ảnh hưởng trực tiếp đến sự khiếm nhã từ khách hàng, từ đó mang đến kiệt quệ cảm xúc và động lực trả thù của nhân viên, cuối cùng gây tác động tiêu cực đến hiệu suất dịch vụ. Ngoài ra, động lực báo thù và kiệt sức cảm xúc của nhân viên được xem xét là cầu nối giữa khách hàng khiếm nhã đến hiệu suất dịch vụ kém.
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