The effect of customers’ mistreatment on helping behaviors of sports club employees: Mediator role of job self-efficacy

The main purpose of this research was to study the effect of customers’ mistreatment on helping behaviors of sports club employees with mediator role of job self-efficacy. This applied research is of a survey type and its statistical population included all the employees of the sports club of bodybuilding, fitness, TRX, aerobics, crossfit and horse riding in the Gonbad Kavos city (403 people). Sample size was considered equal to the statistical population and finally 376 questionnaires were collected. Data collection was done using 3 questionnaires of customers’ mistreatment (Kim, 2023), job self-efficacy (Avallone, 2007) and helping behaviors (Van Dyne, 2001). Validity of the questionnaires was checked and confirmed with the cooperation of 5 sports management experts, and the Cronbach's alpha of the questionnaires was estimated as 0.81, 0.77 and 0.78 respectively in a preliminary study. final data collected in the research were analyzed using descriptive statistics and inferential statistics. research results showed that customers’ mistreatment has a negative and significant effect on the job self-efficacy of sports club employees. Another part of the results showed that the effect of customers’ mistreatment on the helping behavior of sports club employees is negative and significant. Finally, the results indicated that effect of customers’ mistreatment on the helping behaviors of sports club employees is significant. According to the results; formulate ethical principles for customers of sport clubs and oblige them to comply with these principles, as well as provide comprehensive training to employees on dealing with and communicating effectively with customers are recommended.