顾客无礼行为对服务企业员工反生产行为和个体主动性的影响

文章旨在探讨顾客无礼行为对服务业一线员工负面情绪、员工个体主动性及反生产行为的影响.借鉴情感事件理论及资源保存理论的研究框架,引入组织支持感与成就动机作为调节变量,建立由顾客无礼行为诱发员工负面情绪影响员工反生产行为及个体主动性的概念模型.选择国内餐饮行业一线员工为被试,通过两个情景实验进行数据收集.实验一共收集有效数据148份,实验二收集有效数据160份.运用独立样本T检验、双因素方差分析、Bootstrap一系列数据分析方法实证检验模型的有效性.研究的结果显示:顾客无礼行为对一线员工的反生产行为有着显著的正向影响,员工的负面情绪在这两者之间起到了部分中介作用;顾客无礼行为对服务企业一线员工的个体主动性有显著的负向影响,其间,员工负面情部分中介了这一影响;服务企业中源自顾客的无礼行为对一线员工负面情绪的影响受到了组织支持感的负向调节;成就动机在员工负面情绪对其自身个体主动性的负面影响中起到了正向调节作用,在负面情绪对反生产行为的影响中起到了负向调节作用.

The effect of customer incivility on counterproductive work behavior and personal initiative of the front-line employees in service enterprises

This study was to investigate whether and how the customer incivility influences the counterproductive work behavior and personal initiative of the front-line employees in service enterprises. Based on the affective events theory and conservation of resources theory, we build the conceptual model of customer incivility influences the counterproductive work behavior and personal initiative through employees'' negative emotion. In this study, we designed two scenario experiments to collect data from frontline employees in the catering industry,including 148 valid data in experiment 1, and 160 valid data in experiment 2. Then, we tested the model with independent-sample test, variance analysis and bootstrap method. We find that:1) Customer incivility positively relates to counterproductive work behavior, and negative emotion mediates the relationship between them. 2)Customer incivility negatively relates to personal initiative, and negative emotion mediates the relationship between them. 3)The perceived organizational support negatively regulates the influence of customer incivility on negative emotion. 4)Achievement motivation positively regulates the negative influence of negative emotion on personal initiative, and negatively regulates the positive influence of negative emotion on counterproductive work behavior.