In the past, the research on complaints mainly focused on employee-employer\ndichotomy, focusing on the impact of employee complaints on employee\nperformance. But in the actual work, front-line service workers and consumers\nhave a lot of service contacts. If consumers witness complaints from\nfront-line service workers, what impact will it have on corporate brand attitude?\nBased on the third-party perception perspective and the theory of\nmoral justice, with perception of corporate morality as the mediating variable,\nthis paper verifies that perceived corporate controllability by first-line\nservice employeesâ?? complaints can significantly affect consumer brand attitude,\nand introduces the boundary condition of perceived employee complaints.\nWhen perceived employee complaints are health factors, the more\ncontrollable the first-line service employeesâ?? complaints are perceived. The\nhigher the perceived corporate ethics, the lower the consumer brand attitude.\nWhen perceived employee complaints are motivating factors, there is\nno difference in the impact of perceived corporate controllability and low\nperceived employee complaints on consumer brand attitude. The paper\nexamines the impact of corporate controllability on consumers perceived by\nthe complaints of front-line service employees witnessed by consumers. It\nalso studies the spillover effect of employee complaints from the perspective\nof third-party perception, which has important guiding value for guiding\nthe management of front-line service employees and sustainable development.
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