THE IMPACT MECHANISM OF CUSTOMER MISTREATMENT ON CUSTOMERDIRECTED JOB PERFORMANCE IN THE PUBLIC SERVICE SECTOR AMONGDOCTOR'S IN THE REPUBLIC OF BELARUS

Authors

  • V. V. Barodzka East China Normal University, Center of International Education, 3663 North Zhongshan Road, Shanghai, China Author

Keywords:

customer mistreatment, emotional exhaustion, perceived organizational support, public service motivation, customer-directed job performance

Abstract

This article presents the results of a study of the impact of customer mistreatment (patients) on the
customer-directed job performance of medical personnel (doctors) of public health institutions of the Republic of
Belarus. As a theoretical basis on the basis of the theory of conservation of resources and attribution theory, the
relationship between customer mistreatment, emotional exhaustion, customer-directed job performance,
perceived organizational support and public service motivation is revealed. The mechanism of the influence of
customer mistreatment on customer-directed job performance through the mediation of emotional exhaustion is
explained. In this study, 217 doctors in the state health institutions of the Republic of Belarus were studied by
empirical research and statistical analysis.

Downloads

Published

2019-11-01

Issue

ВЫПУСК 5

Section

08.00.05 Экономика и управление народным хозяйством

License

Copyright (c) 2023 Электронный научный журнал "Научные тенденции"

Лицензия Creative Commons

Это произведение доступно по лицензии Creative Commons «Attribution-NonCommercial» («Атрибуция — Некоммерческое использование») 4.0 Всемирная.

Авторы сохраняют за собой право заключать определенные договорные соглашения, касающиеся неисключительного распространения опубликованной версии работы (например, размещать ее в институциональном репозитории, публикация в книге) со ссылкой на ее первоначальную публикацию в этом журнале.