Abstract: 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.

Key words: customer misconduct, retaliation tendency, leave tendency, emotional disorder