Abstract: While most managers focus on training their service employees how to satisfy customers， they tend to neglect the effect of customers irrational behaviors on service employees. From the stressor-strain perspective， 270 service employees were surveyed by adopting SPSS and AMOS analytical tools so as to reveal how consumers irrational behaviors affect service-oriented citizenship behaviors. The results showed that customers irrational behaviors have positive effect on job stress， which has positive effect on emotional exhaustion; emotional exhaustion has negative effect on the three dimensions of service-oriented citizenship behaviors， namely， loyalty， participation as well as obedience， and it mediates between job stress and service-oriented citizenship behaviors.

Key words: customers irrational behavior, job stress, emotional exhaustion, service-oriented citizenship behavior