服務人員承載高度的工作壓力及負面之情緒，倘若無法自我管理負面情緒或適時獲得資源及支持，勢必會對他們身心帶來負擔，進而影響後續工作行為。本研究應用JD-R模式，以探討顧客不文明行為對服務人員情緒耗竭的影響，並探討知覺主管支持調節角色。
本研究針對國內某兩商業銀行的第一線服務人員，利用問卷方式收集660 份有效資料，並採層級迴歸分析結果顯示，顧客不文明行為對情緒耗竭具顯著正向影響；知覺主管支持對情緒耗竭具顯著負向影響；知覺主管支持對於顧客不文明行為而產生情緒耗竭無顯著調節效果。針對上述結果，本研究提出理論意涵與管理建議。

The service personnel loads higher work pressure and negative emotion. Hence, it is supposed to result in physical and mental load without negative emotion self-management or resource supporting in time and then affects the follow-up working behaviors. The study was applied the JD-R model to explore the impact of customer incivility on the emotional exhaustion and the moderating role of perceived supervisor support. 
Data was collected from the 660 valid questionnaires of the the first-line service personnel those who work in two domestic commercial banks. The results after hierarchical regression analysis show that the customer incivility had a significant positive effect on the emotional exhaustion, the supervisor support had a significant negative effect on the emotional exhaustion, and the perceived supervisor support had no significant moderating effect on the relation between customer incivility and emotional exhaustion. Both theoretical and practical implications are discussed.

目錄
目錄	I
圖目錄	III
表目錄	IV
第一章  緒論	1
第一節  研究背景	1
第二節  研究動機	3
第三節  研究目的	5
第四節  研究流程	5
第二章  文獻探討	7
第一節　顧客不文明行為	7
第二節　情緒耗竭	12
第三節　知覺主管支持	16
第四節　顧客不文明行為對情緒耗竭的影響	20
第五節  知覺主管支持對情緒耗竭的影響	21
第六節　知覺主管支持對顧客不明行為與情緒耗竭之調節效果	22
第三章  研究方法	25
第一節  研究架構	25
第二節  研究設計	26
第三節  變數衡量	26
第四章  分析與討論	29
第一節　描述性統計	29
第二節　問卷信效度分析	31
第三節　差異分析	32
第四節　相關分析	36
第五節　層級迴歸分析	37
第六節　情緒耗竭干擾效果	39
第七節  假設驗證	41
第五章  結論與建議	43
第一節  研究發現與結論	43
第二節  管理意涵與建議	45
第三節  研究限制與後續研究之建議	47
參考文獻	49
中文文獻	49
英文文獻	50

 

圖目錄
圖 1-1研究流程圖	6
圖 3-1研究架構	25
 
表目錄
表 4-1樣本特性	31
表 4-2各變數之CRONBACH’S Α值	32
表 4-3性別與各變數間的差異分析表	33
表 4-4婚姻與各變數間的差異分析	34
表 4-5直屬主屬性別與各變數間的差異分析表	34
表 4-6年齡與各變數間的差異分析	35
表 4-7職稱與各變數間的差異分析	35
表 4-8服務年資與各變數間的差異分析	36
表 4-9研究變數之平均數、標準差與相關分析表	37
表 4-10顧客不文明行為對情緒耗竭的之直接效果	38
表 4-11主管支持為對情緒耗竭的之直接效果	39
表 4-12主管支持對顧客不文明行為交互作用後與情緒耗竭之直接
       效果   41
表 4-13本研究各項假設驗證成果	42

參考文獻
中文文獻
1.	中央銀行全球資訊網2017年統計資料，http://www.cbc.gov.tw/ct.asp?xItem=24669&ctNode=894&mp=1
2.	行政院全球資訊網2015年統計資料，http://www.ey.gov.tw/state/News_Content3.aspx?n=3F00F60B9FC304D7&s=2FE35E5B857F7A92.
3.	王健全(2015)，顧客不當對待是否會造成員工負向心情及員工偏差行為? 以同事支持為調節變數，義守大學企業管理學系研究所碩士論文，高雄市。
4.	汪美伶、陳玉蓮(2014)， 工作壓力對身心健康之影響—社會支持之調節作用， 東吳經濟商學學報，第八十六期，頁61-91。
5.	李佳勳(2008)，情緒勞動、情緒耗竭、工作滿意度與職業承諾－以工作投入、知覺主管支持為調節變項，國防大學碩士論文，桃園縣。 
6.	林信宏(2010)，台灣飯店業顧客不當行為影響因素之研究，國立東華大學企業管理學系研究所碩士論文，花蓮縣。
7.	邱皓政(2011)，量化研究與統計分析 (五版)，台北：五南。
8.	吳宗祐、鄭伯壎(2006)，工作投入、調節他人情緒能力與情緒勞動之交互作用對情緒耗竭的預測效果，中華心理學刊，第四十八卷第一期，頁69-87。
9.	吳宗祐、鄭伯壎(2006)，難應付客戶頻次/知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係－“資源保存理論”的觀點，管理學報，第二十三卷第五期，頁581-599。
10.	紀乃文（2014）。情緒勞動對組織是利是弊？探討知覺主管支持、同事支持對情緒勞動與服務績效、離職傾向關係的干擾效果。組織與管理，第七卷第一期，頁115-147。
11.	徐祥晉(2014)，載舟或是覆舟? 服務氣候在顧客不文明行為對負面工作情緒及行為之干擾效果，屏東科技大學企業管理系所學位論文，頁1-53。
12.	高鳳霞、鄭伯壎(2014)，「職場工作壓力：回顧與展望」，人力資源管理學報 ，第十四卷第一期，頁77-101。
13.	郭建志、曹常成（2004），內外控信念、主管支持與不安全行為：台灣營造業之研究，中華心理學刊，第四十六卷第四期，頁293-305。 
14.	郭德賓(2006)，餐飲業難纏顧客之研究─以台灣地區國際觀光旅館餐廳為例，顧客滿意學刊，第二卷第二期，頁1-26。
15.	黃仙麗(2012)，壞心情也能帶來好結果? 探討服務人員負向心情，對顧客偏差行為與客觀工作績效之關係：正向心情，人格特質與知覺主管支持的干擾效果，國立彰化師範大學人力資源管理研究所碩士論文，彰化。
16.	廖國鋒、費吳琛與曾鈞甫(2011)，知覺主管支持對角色傾向，主動行為及工作績效之影響-以負向情感為調節變項. 論文發表於中華民國第十九屆國防管理學術暨實務研討會，台北，國防大學管理學院。
17.	蔡孟原(2005)，難應付客戶，情緒勞務與情緒耗竭：工作涉入與知覺組織支持的調節效果，中原大學心理學研究所碩士論文，桃園市。
18.	蕭婉鎔(2013)，服務銷售人員情緒勞動心理歷程之探討：資源保存理論觀點，中原企管評論，第十一卷第一期，頁27-53。
19.	羅新興、周慧珍（2006），組織成員知覺主管支持對其離職傾向之影響─探討工作負荷與成就動機之干擾作用，人力資源管理學報，第六卷第四期，頁67-80。
英文文獻
1.	Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, consequences, and moderators. Genetic, Social, and General Psychology Monographs, 124(2), 229-246.
2.	Aiken, L. S., & West, S. G. (1991). Multiple regression: Testing and interpreting interactions. Newbury Park, CA: Sage. 
3.	Ambrose, S. C., Rutherford, B. N., Shepherd, C. D., & Tashchian, A. (2014). Boundary spanner multi-faceted role ambiguity and burnout: An exploratory study. Industrial Marketing Management, 43(6), 1070-1078.
4.	Andersson, L. M., & Pearson, C. M. (1999). Tit for tat? The spiraling effect of incivility in the workplace. Academy of management review, 24(3), 452-471.
5.	Anderson, S. E., Coffey, B. S., & Byerly, R. T. (2002). Formal organizational initiatives and informal workplace practices: Links to work-family conflict and job-related outcomes. Journal of management, 28(6), 787-810.
6.	Arshadi, N., and Shahbazi, F., (2013). Workplace characteristics and turnover intention: mediating role of emotional exhaustion. Procedia-Social and Behavioral Sciences, 84(1), 640-645.
7.	Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 18(1), 88-115.
8.	Babin, B. J., & Boles, J. S. (1996). The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance and job satisfaction. Journal of retailing, 72(1), 57-75.
9.	Bakker, A. B., & Demerouti, E. (2007). The job demands-resources model: State of the art. Journal of managerial psychology, 22(3), 309-328.
10.	Bakker, A. B., & Demerouti, E. (2014). Job Demands–Resources Theory/Work and Wellbeing: Wellbeing: A Complete Reference Guide. Volume III. Eds. Chen PY, Cooper CL John Wiley & Sons, Ltd, 3-28.
11.	Bakker, A. B., Demerouti, E., & Verbeke, W. (2004). Using the job demands‐resources model to predict burnout and performance. Human resource management, 43(1), 83-104.
12.	Bakker, A. B., Hakanen, J. J., Demerouti, E., & Xanthopoulou, D. (2007). Job resources boost work engagement, particularly when job demands are high. Journal of educational psychology, 99(2), 274-284.
13.	Bakker, A. B., Van Veldhoven, M., & Xanthopoulou, D. (2010). Beyond the demand-control model: Thriving on high job demands and resources. Journal of Personnel Psychology, 9(1), 3-16.
14.	Berry, L. L., & Parasuraman, A. (1991). Marketing Services: Competing through quality. Free Press. 
15.	Biggs, A., Brough, P., & Barbour, J. P. (2014). Strategic alignment with organizational priorities and work engagement: A multi‐wave analysis. Journal of Organizational Behavior, 35(3), 301-317.
16.	Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. The Journal of Marketing, 95-106.
17.	Blanch, A., & Aluja, A. (2012). Social support (family and supervisor), work-family conflict, and burnout: Sex differences. Human Relations, 65(7), 811-833.
18.	Bolger, N., Zuckerman, A., & Kessler, R. C. (2000). Invisible support and adjustment to stress. Journal of personality and social psychology, 79(6), 953-961. 
19.	Burke, M. J., Borucki, C. C., & Hurley, A. E. (1992). Reconceptualizing psychological climate in a retail service environment: A multiple-stakeholder perspective. Journal of Applied Psychology, 77(5), 717-729.
20.	Caplan, G. (1974). Support systems and community mental health: Lectures on concept development. Behavioral Publications.
21.	Carlson, D. S., & Perrewé, P. L. (1999). The role of social support in the stressor-strain relationship: An examination of work-family conflict. Journal of management, 25(4), 513-540.
22.	Casper, W. J., Harris, C., Taylor-Bianco, A., & Wayne, J. H. (2011). Work–family conflict, perceived supervisor support and organizational commitment among Brazilian professionals. Journal of Vocational Behavior, 79(3), 640-652.
23.	Choi, S., Cheong, K.J., & Feinberg, R.A. (2012). Moderating effects of supervisor support, monetary rewards, and career paths on the relationship between job burnout and turnover intentions in the context of call centers. Managing Service Quality, 22 (5), 492-516.
24.	Choi, C. H., Kim, T. T., Lee, G., & Lee, S. K. (2014). Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance. International Journal of Hospitality Management, 36(1), 272-285.
25.	Cole, M. S., Bruch, H., & Vogel, B. (2006). Emotion as mediators of the relations between perceived supervisor support and psychological hardiness on employee cynicism. Journal of Organizational Behavior, 27(4), 463-484.
26.	Colquitt, J., Lepine, J. A., Wesson, M. J., & Gellatly, I. R. (2011). Organizational behavior: Improving performance and commitment in the workplace. McGraw-Hill Irwin.
27.	Cordes, C. L., & Dougherty, T. W. (1993). A review and an integration of research on job burnout. Academy of management review, 18(4), 621-656.
28.	Cortina, L. M. (2008). Unseen injustice: Incivility as modern discrimination in organizations. Academy of Management Review, 33(1), 55-75.
29.	Crawford, E. R., LePine, J. A., & Rich, B. L. (2010). Linking job demands and resources to employee engagement and burnout: a theoretical extension and meta-analytic test. Journal of Applied Psychology, 95(5), 834-848.
30.	Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied psychology, 86(3), 499-512.
31.	Dormann, C., & Zapf, D. (2004). Customer-related social stressors and burnout. Journal of occupational health psychology, 9(1), 61-82.
32.	Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(1), 500-507. 
33.	Eisenberger, R., Stinglhamber, F., Vandenberghe, C., Sucharski, I. L., & Rhoades, L. (2002). Perceived supervisor support: contributions to perceived organizational support and employee retention. Journal of applied psychology, 87(3), 565.
34.	Fullerton, R. A., & Punj, G. (1993). Choosing to misbehave: A structural model of aberrant consumer behavior. NA-Advances in Consumer Research, 20(1), 570-574.
35.	Fullerton, R. A., P. (1997). Can consumer misbehavior be controlled. Critical analysis of two major control techniques, 24(1), 340-344.
36.	Godwin, B., Patterson, P., & Johnson, L. (1999). Consumer coping strategies with dissatisfactory service encounters: A preliminary investigation. Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 12(1), 145-154.
37.	Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 5(1), 95-110.
38.	Grandey, A. A., & Diamond, J. A. (2010). Interactions with the public: Bridging job design and emotional labor perspectives. Journal of Organizational Behavior, 31(2‐3), 338-350.
39.	Grandey, A. A., Dickter, D. N., & Sin, H. P. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25(3), 397-418.
40.	Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of occupational health psychology, 12(1), 63-79.
41.	Grossman, M., & Wood, W. (1993). Sex differences in intensity of emotional experience: a social role interpretation. Journal of personality and social psychology, 65(5), 1010-1022.
42.	Grove, S. J., Fisk, R. P., & John, J. (2004). Surviving in the age of rage. Marketing Management, 13(2), 41-47. 
43.	Harris, L. C., & Ogbonna, E. (2002).Explore services Destruction: the consequences, type, and front-line consequences, Deviant, Antiservice Behavior, Journal of Service Research, 4 (3) 163-183. 
44.	Harris, L. C., & Reynolds, K. L. (2003). The consequences of dysfunctional customer behavior. Journal of service research, 6(2), 144-161.
45.	Harris, L. C., & Reynolds, K. L. (2004). Jaycustomer behavior: an exploration of types and motives in the hospitality industry. Journal of Services Marketing, 18(5), 339-357.
46.	Henle, C. A. (2005). Predicting workplace deviance from the interaction between organizational justice and personality. Journal of Managerial Issues, 17(2), 247-263.
47.	Hochschild, A. R. (1983). The managed heart. CA: University of California Press. 
48.	Hombrados-Mendieta, I., & Cosano-Rivas, F. (2013). Burnout, workplace support, job satisfaction and life satisfaction among social workers in Spain: A structural equation model. International Social Work, 56(2), 228-246.
49.	Huefner, J., & Hunt, H. K. (2000). Consumer retaliation as a response to dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behavior, 13(1), 61-82.
50.	Hur, W. M., Won Moon, T., & Jun, J. K. (2013). The role of perceived organizational support on emotional labor in the airline industry. International Journal of Contemporary Hospitality Management, 25(1), 105-123.
51.	Iverson, R. D., & Kuruvilla, S. (1995). Antecedents of union loyalty: The influence of individual dispositions and organizational context. Journal of Organizational Behavior, 16(1), 557-582.
52.	Iverson, R. D., Olekalns, M., & Erwin, P. J. (1998). Affectivity, organizational stressors, and absenteeism: A causal model of burnout and its consequences. Journal of Vocational behavior, 52(1), 1-23.
53.	Kim, T. T., Paek, S., Choi, C. H., & Lee, G. (2012). Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator. Service Business, 6(4), 503-526.
54.	Kirmeyer, S. L., & Dougherty, T. W. (1988). Work load, tension, and coping: Moderating effects of supervisor support. Personnel Psychology, 41(1), 125-139.
55.	Ko, C.O.(2012). Protean and boundaryless career attitudes and organizational commitment: the effects of perceived supervisor support. Journal of Vocation. Behavior, 80(1), 638-646.
56.	Kottke, J. L., & Sharafinski, C. E. (1988). Measuring perceived supervisory and organizational support. Educational and psychological Measurement, 48(4), 1075-1079. 
57.	Kristensen, T. S., Borritz, M., Villadsen, E., & Christensen, K. B. (2005). The Copenhagen Burnout Inventory: A new tool for the assessment of burnout. Work & Stress, 19(3), 192-207.
58.	Kruml, S. M., & Geddes, D. (2000). Exploring the dimensions of emotional labor the heart of Hochschild’s work. Management communication quarterly, 14(1), 8-49.
59.	Lapalme, M. E., Stamper, C. L., SEMARD, G., & Tremblay, M. (2009). Bringing the outside in: Can" external" workers experience insider status?. Journal of Organizational Behavior, 30(1)919-940.
60.	Lee, R. T., & Ashforth, B. E. (1996). A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of applied Psychology, 81(2), 123-133.
61.	Lee, L. Y., Veasna, S., & Wu, W. Y. (2013). The effects of social support and transformational leadership on expatriate adjustment and performance: The moderating roles of socialization experience and cultural intelligence. Career Development International, 18(4), 377-415.
62.	Levinson, H. (1965). Reciprocation: The relationship between man and organization. Administrative science quarterly, 9(4), 370-390.
63.	Lim, S., Cortina, L. M., & Magley, V. J. (2008). Personal and workgroup incivility: impact on work and health outcomes. Journal of Applied Psychology, 93(1), 95-107.
64.	Lovelock, C. H. (1994). Product plus: How product and service equals competitive advantage. New York: McGraw-Hill. 
65.	Maier, C., Laumer, S., Eckhardt, A. and Weitzel, T. (2012) When social networking turns to social overload: explaining the stress, emotional exhaustion, and quitting behavior from social network sites’ users. Proceedings of the 20th European Conference on Information System.
66.	Martin, J., Knopoff, K., & Beckman, C. (1998). An alternative to bureaucratic impersonality and emotional labor: Bounded emotionality at The Body Shop. Administrative Science Quarterly, 43(2), 429-469.
67.	Maslach, C., (1982). Burnout: The Cost of Caring. Englewood Cliffs, New Jersey: Prentice-Hall.
68.	Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of organizational behavior, 2(2), 99-113.
69.	Maslach, C., & Jackson, S. E. (1984). Burnout in organizational settings. Applied social psychology annual.
70.	Maslach, C., & Jackson, S. E. (1986). MBI: Maslach Burnout Inventory; manual research edition. University of California, Palo Alto, CA.
71.	Maslachi, C., Jackson, S. E., & Leiter, M. P. (1996). MBI Maslach Burnout Inventory. CPP, Incorporated.
72.	Maslach, C., & Leiter, M. P. (2008). Early predictors of job burnout and engagement. Journal of applied psychology, 93(3), 498-512.
73.	Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual review of psychology, 52(1), 397-422.
74.	Moore, J. E. (2000). One road to turnover: An examination of work exhaustion in technology professionals. Mis Quarterly, 24(1), 141-168.
75.	Moschis, G. P., & Cox, D. (1989). Deviant consumer behavior. NA-Advances in Consumer Research, 16(1), 732-737.
76.	Nahrgang, J. D., Morgeson, F. P., & Hofmann, D. A. (2011). Safety at work: a meta-analytic investigation of the link between job demands, job resources, burnout, engagement, and safety outcomes. Journal of Applied Psychology, 96(1), 71-94.
77.	Ng, T. W. H., & Sorensen, K. L. (2008). Toward a further understanding of the relationships between perceptions of support and work attitudes. Group & Organization Management, 33(3), 243-268.
78.	Othman, N., & Nasurdin, A. M. (2013). Social support and work engagement: A study of Malaysian nurses. Journal of Nursing Management, 21(8), 1083-1090. 
79.	Paterson, T. A., Luthans, F , and Jeung, W. (2014). Thriving at work: Impact of psychological capital and supervisor support. Journal of Organizational Behavior, 35(1), 434-446. 
80.	Purvanova, R. K., & Muros, J. P. (2010). Gender differences in burnout: A meta-analysis. Journal of Vocational Behavior, 77(2), 168-185.
81.	Reynolds, K. L., & Harris, L. C. (2009). Dysfunctional customer behavior severity: An empirical examination. Journal of Retailing, 85(3), 321-355.
82.	Rhoades, L., Eisenberger, R., & Armeli, S. (2001). Affective commitment to the organization: The contribution of perceived organizational support. Journal of Applied Psychology, 86(1), 825-836.
83.	Rich, B. L., Lepine, J. A., & Crawford, E. R. (2010). Job engagement: Antecedents and effects on job performance. Academy of Management Journal, 53(1), 617-635.
84.	Rose, R. L., & Neidermeyer, M. (1999). From rudeness to road rage: The antecedents and consequences of consumer aggression. NA-Advances in Consumer Research, 26(1), 12-17.
85.	Rupp, D. E., & Spencer, S. (2006). When customers lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions. Journal of Applied Psychology, 91(4), 971-978. 
86.	Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25(1), 293-315.
87.	Scott, B., & Barnes, C. M. (2011). A multilevel investigation of emotional labor, affect, withdrawal, and gender. Academy of Management Journal, 54(1), 116-136.
88.	Shapiro, D. L., Duffy, M. K., Kim, T., Lean, E. R., & O’Leary-Kelly, A. (2008). ‘Rude,’‘uncivil,’or ‘disrespectful’treatment in the workplace: What’s in a name?. Justice, Morality, and Social Responsibility, Information Age Publishing, Charlotte, 226-262. 
89.	Shirom, A., & Melamed, S. (2005). 39 Does burnout affect physical health? A review of the evidence. Research companion to organizational health psychology, 599-695.
90.	Sliter, M., Sliter, K., & Jex, S. (2012). The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance. Journal of Organizational Behavior, 33(1), 121-139.
91.	Sliter, M. T., Jex, S., Wolford, K. A., & McInnerney, J. (2010). The relationship between customer incivility and stress, burnout and performance: Emotional labor as a moderator. Journal of Occupational Health Psychology, 15(4), 468-481.
92.	Skarlicki, D. P., van Jaarsveld, D. D., & Walker, D. D. (2008). Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. Journal of Applied Psychology, 93(1), 1335–1347. 
93.	Spector, P. E., & Goh, A. (2001). The role of emotions in the occupational stress process. Exploring theoretical mechanisms and perspectives, 1(1), 195-232.
94.	Stroppa, C., & Spieß, E. (2011). International assignments: The role of social support and personal initiative. International Journal of Intercultural Relations, 35(2), 234-245.
95.	Susskind, A. M., Kacmar, K. M., & Borchgrevink, C. P. (2003). Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange. Journal of Applied Psychology, 88(1), 179-187.
96.	Van Jaarsveld, D. D., Walker, D. D., & Skarlicki, D. P. (2010). The role of job demands and emotional exhaustion in the relationship between customer and employee incivility, Journal of Management, 36(6), 1486-1504. 
97.	Villotti, P., Balducci, C., Zaniboni, S., Corbiere, M., & Fraccaroli, F. (2014). An analysis of work engagement among workers with mental disorders recently integrated to work. Journal of Career Assessment, 22(1), 18- 27. 
98.	Wang, M., Liao, H., Zhan, Y., &; Shi, J. (2011). Daily customer mistreatment and employee sabotage against customers: Examining emotion and resource perspectives. Academy of Management Journal, 54(2), 312-334
99.	Wayne, S. J., Shore, L. M., & Liden, R. C. (1997). Perceived organizational support and leader-member exchange: A social exchange perspective. Academy of Management journal, 40(1), 82-111.
100.	Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work. 18(1), 1-74. 
101.	West, C.P., Dyrbye, L.N., Satele, D.V., Sloan J.A., & Shanafelt T. D. (2012) Concurrent validity of singleitem measures of emotional exhaustion and depersonalization in burnout assessment. Journal of General Internal Medicine, 27(11), 1445-1452.
102.	Wright, T. A. & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83(1), 486-493.
103.	Yi, Y., and Gong, T. (2008). The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior. Industrial Marketing Management, 37(7), 767-783.
104.	Yue, Y., Wang, K. L., & Groth, M. (2016). Feeling Bad and Doing Good: The Effect of Customer Mistreatment on Service Employee's Daily Display of Helping Behaviors. Personnel Psychology.
105.	Zemke, R., & Anderson, K. (1990). Customers from hell. Training, 26(2), 25-33.