CAJ | 학술논문

本文应用情感事件理论和道义性公平理论，同时在个人层次和团队层次上探讨顾客不公平行为，以及员工对顾客不公平行为的集体感知——团队不公平氛围的水平与强度，对员工工作情绪、工作绩效及团队绩效的影响。作者运用结构方程模型和多层线性模型技术，对广东某电话服务中心44个团队568名话务员及主管的调研数据进行分析，结果表明，在个人层次上，顾客不公平行为会触发员工的负面情绪，抵消员工的正面情绪；员工的正面情绪对其工作绩效有显著的正向影响。在团队层次上。团队不公平氛围水平对员工正面情绪与工作绩效的关系有负向调节作用；氛围强度（同一团队的员工对顾客不公平感知的一致性程度）对团队工作绩效有正向影响。
본문응용정감사건이론화도의성공평이론，동시재개인층차화단대층차상탐토고객불공평행위，이급원공대고객불공평행위적집체감지——단대불공평분위적수평여강도，대원공공작정서、공작적효급단대적효적영향。작자운용결구방정모형화다층선성모형기술，대엄동모전화복무중심44개단대568명화무원급주관적조연수거진행분석，결과표명，재개인층차상，고객불공평행위회촉발원공적부면정서，저소원공적정면정서；원공적정면정서대기공작적효유현저적정향영향。재단대층차상。단대불공평분위수평대원공정면정서여공작적효적관계유부향조절작용；분위강도（동일단대적원공대고객불공평감지적일치성정도）대단대공작적효유정향영향。
Frontier employees of service companies were called boundary Spanners. They endured double pressures from both management and customers. Researches of organizational justice or service fairness have typically focused on fairness treatments of supervisor to employees or employees to customers. Injustice customers are also likely and may have unique consequences for the employees and the service groups. Based on Affective Event Theory and Denotic Fairness theory, the authors proposed a multi-level model to investigate the impacts of group-level injustice climate caused by customer＇s interactional injustice on employees＇ working emotion and supervisor rated performance. Empirical analyses of structural equation modeling and Hieratical Linear Modeling were conducted with survey data of 568 employee-supervisor dyad in 44 groups in a large calling center in Guangdong Province. The results indicated that, employees＇ perception of customers＇ interactional injustice resulted in the increases of employees＇ negative emotions, and indirectly decreased employees＇ positive emotions. Employees＇ positive emotions were positively related with their performances, with a cross-level moderating effect of injustice climate level. The strength of the injustice climate had significant positive impact on the group-level performance. Management implications were also discussed.