A Study on the Influence of Improper Interaction on Couriers’ Job Engagement—The Moderating Influence of Organization Support

Abstract

In the process of logistics delivery, the negative effects caused by improper interaction between customers and couriers cannot be ignored. Based on affective events theory and conservation of resources theory, this research reveals the negative conduction mechanism of improper interaction between customers and couriers from the perspective of emotional exhaustion, and verifies the moderating effect of organization support. It is found that: first, the improper interaction has significant positive effects on couriers ， emotional exhaustion, and has a significant negative impact on couriers ， job engagement; second, emotional exhaustion plays a mediating role between the improper interaction and couriers ， job engagement; third, organization support plays a moderating role between the relationship of improper interaction and couriers ， emotional exhaustion. This study reveals the negative effects and inherent conduction mechanism, as well as the boundary conditions of improper interaction, from a new theoretical perspective.