Search results

Based on the stressor-detachment theory, this study aims to investigate the effect of daily customer mistreatment on proactive service performance and ego depletion, mediated by psychological detachment inhibition during the evening. Additionally, this study endeavors to investigate the dual moderating role of prosocial motivation.

A time-lagged, diary daily survey involving 74 participants over 8 consecutive workdays was conducted to test the hypotheses.

The findings indicate that the psychological detachment inhibition during the evening of Day t mediates the impact of Day t’s customer mistreatment on Day t + 1’s proactive service performance and ego depletion. Furthermore, although prosocial motivation was found to intensify the impact of customer mistreatment on psychological detachment inhibition, it alleviated the negative association between psychological detachment inhibition and proactive service performance.

When employees experience customer mistreatment, hospitality managers should not only provide emotional reassurance and resolve any related issues promptly but also encourage employees to engage in activities that distract them and help them to relax and recharge, especially for those who exhibit high prosocial motivation. Moreover, hiring employees with high prosocial motivation is recommended for hospitality organizations to enable them to maintain high service performance.

This study focuses on psychological detachment inhibition during the evening linking within-person design and daily spill-over impact, enriching the mechanisms through which the repercussions of daily customer mistreatment extend beyond the immediate workday and affect individuals’ outcomes. This study also expands upon the existing literature by clarifying the dual aspects – both detrimental and beneficial – of prosocial motivation.

Regulating and guiding the sound development of capital under a socialist system is not only a significant theoretical innovation rooted in Chinese practice by the Communist Party of China (CPC) but also a major practical exploration for the smooth progression of the party and the nation’s modernization endeavors.

Adopting an analytical framework that unifies theoretical, historical and practical logic, this paper explores the rationality of capital’s existence under a socialist system based on the notion that capital is a materialized production relationship. It also examines the staged evolution of capital theory under socialism, highlighting the great leap forward realized by the capital theory of socialism with Chinese characteristics.

With the CPC Central Committee’s deepening understanding of the capital patterns in the socialist system, capital-related policies have undergone a developmental journey through several stages – from the negation and elimination of capital to the support and operation of capital and finally to the stage of regulating and guiding capital. This reflects the reciprocal and complementary relationship between capital theory and capital policy.

In response to issues such as the disorderly expansion of capital in the new development stage, it is imperative to actively promote a practical pathway safeguarded by the adherence to Party leadership, guided by the capital theory of socialism with Chinese characteristics and targeted toward common prosperity.