服务行业顾客参与特性导致多数服务从业者与顾客一直会有密切接触，并且在“顾客至上”这一服务业最高准则“压迫”下，即使顾客存在不当行为，服务从业者也被迫“笑脸迎人”，但员工有正常的情感需求，这种不良服务环境的常态化，容易导致员工负面情绪和行为，最终可能造成顾客、企业、员工三输的局面，故顾客不当行为正逐渐成为服务行业以及从业者重大的工作阻碍。本研究从一线服务型企业员工角度出发，探索在面对面的服务情境下，顾客不当行为各维度对一线服务人员报复倾向与离职倾向的影响，并检验情绪失调在其中的中介作用以及卷入程度的调节作用。研究结果显示顾客不当行为三个维度（言语侵犯、无理要求、违规行为）对于员工情绪失调影响显著，从而导致员工产生报复倾向和离职倾向，卷入程度在其中具有一定的调节作用。

Service industry customer participation characteristics lead to the majority of service practitioners and customers have been in close contact. In the "oppression" of the highest standards of service industry—"customer first", even in the face of customer misconduct, service practitioners were forced to smile at them. However, the employees have normal emotional needs.So the bad normal service environment easily lead to negative emotions and behavior of employees, and ultimately may cause customers, businesses, employees lose the situation. The results show that the three dimensions of customer misconduct, verbal violation, unreasonable demand, irregular behavior, significantly affect the staff emotional disorders, resulting in employees have a tendency to retaliate and leave tendency.