Extensive research has reported various employee behavioral responses to mistreatment, including reduced service performance, work aggression, and job quitting. One of the most effective variables on employee behavior, which has been neglected, is contingencies of self-worth, which acts in a complex manner in directing the consequences of customer misbehavior on employees. In order to reveal the role of conditional self-worth, the present study is one of the few researches that examines the relationship between customer misbehavior on employee performance with regard to the mediating role of self-esteem threat and the moderating role of conditional self-worth. Also, examining the moderating role of conditional self-worth on relationships as a mechanism to maintain people's performance has been eva‎luated very little. The current research is applied in terms of purpose and descriptive in terms of method, and the research strategy is survey. The statistical population of this research was the employees of the service sectors of North Khorasan province, Bojnord city, including banks, government counter service offices, police offices + 10 and shopping centers. Sampling was done by available sample method and the sample size was determined by keeping in mind the rule of 5 times the number of parameters included in the questionnaire. After removing outliers, 342 people remained in the study. The research data gathering tool was a standard questionnaire whose validity was confirmed according to experts and reliability by calculating Cronbach's alpha. The analysis of research data was performed using SPSS software and testing the hypotheses and relationships in the conceptual model using the structural equation modeling approach and AMOS software. The obtained results show that customer misbehavior has a significant positive effect on the threat to employees' self-esteem. The threat of self-esteem has a negative and significant effect on the behavior of organizational citizens. Conditional self-worth of approval has not had a significant effect on the relationship between self-esteem threat and organizational citizenship behavior and on the relationship between self-esteem threat and in-role performance as a moderator. Contingencies of self-worth of performance as a moderator has no significant effect on the relationship between self-esteem threat and internal performance However, the significant negative effect on the relationship between self-esteem threat and organizational citizenship behavior.

2/6/2023 12:00:00 AM

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