顧客侵犯對(duì)服務(wù)員工離職意愿的作用機(jī)制研究
發(fā)布時(shí)間：2018-08-01 15:55
【摘要】：世界發(fā)展新趨勢表明，服務(wù)業(yè)在經(jīng)濟(jì)活動(dòng)中逐步取得主導(dǎo)地位。絕大多數(shù)服務(wù)企業(yè)是情感密集型，實(shí)行的是關(guān)系型服務(wù)。在顧客-員工的互動(dòng)中，企業(yè)一貫遵循顧客第一，顧客是上帝的理念，但“顧客并不一定總是對(duì)的”，顧客的侵犯行為成為服務(wù)員工的重要壓力源，導(dǎo)致員工負(fù)面態(tài)度和行為的滋生，進(jìn)而造成顧客、員工和企業(yè)三輸?shù)木置�。通過對(duì)顧客侵犯、離職意愿、情緒反應(yīng)等的文獻(xiàn)回顧，發(fā)現(xiàn)現(xiàn)有研究存在以下不足：第一，顧客侵犯行為對(duì)員工的影響研究缺乏整合和統(tǒng)一的理論框架指導(dǎo)；第二，顧客侵犯行為與員工反應(yīng)之間的機(jī)制研究尚存在缺失；第三，緩解或阻止顧客侵犯行為對(duì)服務(wù)員工離職意愿的有效干預(yù)措施缺乏。 基于資源保存理論，本研究分析了服務(wù)員工情緒勞動(dòng)的本質(zhì)，并結(jié)合顧客行為與員工反應(yīng)間的動(dòng)態(tài)關(guān)系，整合工作要求-資源模型和情感事件模型，構(gòu)建了本研究的顧客侵犯-員工反應(yīng)模型，以期作為顧客侵犯對(duì)員工影響的理論分析框架。該模型認(rèn)為，顧客侵犯行為造成了服務(wù)員工的工作壓力，從事高情緒勞動(dòng)的服務(wù)員工對(duì)此壓力的反應(yīng)有兩條不同的路徑，一條是情感驅(qū)動(dòng)路徑：當(dāng)服務(wù)員工受到顧客侵犯時(shí)，被動(dòng)的接受，導(dǎo)致員工情緒資源的耗竭和消極行為；另一條是判斷驅(qū)動(dòng)路徑：當(dāng)服務(wù)員工遭遇顧客侵犯時(shí)，主動(dòng)的進(jìn)行情緒調(diào)節(jié)，從而減少資源的耗損，阻止或緩解員工的消極行為。 為了檢驗(yàn)顧客侵犯-員工反應(yīng)理論模型，本文通過兩個(gè)子研究對(duì)其進(jìn)行實(shí)證分析，以考察顧客侵犯對(duì)服務(wù)員工離職意愿的影響程度、作用機(jī)制及干預(yù)效果。兩個(gè)子研究均以典型的服務(wù)員工——呼叫中心員工為研究對(duì)象。第一個(gè)子研究檢驗(yàn)服務(wù)員工對(duì)來自顧客侵犯壓力反應(yīng)的第一條路徑，即情感驅(qū)動(dòng)路徑。子研究一的研究樣本為華中某省移動(dòng)通訊公司10086呼叫中心員工，通過訪談、開放式問卷和1000份的大規(guī)模問卷調(diào)查，考察顧客侵犯(壓力源)和組織支持(外在資源)對(duì)員工離職意愿的影響，并檢驗(yàn)情緒衰竭的中介作用。本研究中組織支持作為團(tuán)隊(duì)層面來考慮實(shí)質(zhì)體現(xiàn)的是一種工作氛圍，即屬于工作情景變量，所以本研究采用跨層設(shè)計(jì)。運(yùn)用多層線性模型(HLM)進(jìn)行數(shù)據(jù)分析，結(jié)果表明，顧客侵犯與情緒衰竭、離職意愿顯著正相關(guān)；情緒衰竭完全中介顧客侵犯與離職意愿間的關(guān)系；情感性組織支持調(diào)節(jié)顧客侵犯與情緒衰竭之間的關(guān)系。 第二個(gè)實(shí)證研究檢驗(yàn)服務(wù)員工對(duì)來自顧客侵犯壓力反應(yīng)的第二條路徑，即判斷驅(qū)動(dòng)路徑。以華南某通訊公司呼叫中心員工為研究樣本，考察顧客侵犯行為(壓力源)和心理資本(內(nèi)在資源)對(duì)員工離職意愿的影響，并檢驗(yàn)情緒調(diào)節(jié)的中介作用。通過為期近一個(gè)月的兩階段數(shù)據(jù)收集，230個(gè)服務(wù)員工完成了兩個(gè)階段的調(diào)查，共獲得982份數(shù)據(jù)。通過HLM分析，，再次驗(yàn)證了子研究一顧客侵犯對(duì)員工離職意愿的影響；不同的情緒調(diào)節(jié)策略對(duì)顧客侵犯與員工離職意愿的中介作用不同；心理資本對(duì)顧客侵犯與員工情緒調(diào)節(jié)策略選擇間的調(diào)節(jié)效應(yīng)顯著。 針對(duì)實(shí)證研究一和二，提出顧客侵犯對(duì)員工離職意愿影響的應(yīng)對(duì)措施。組織支持對(duì)員工來講是外在資源，而心理資本是個(gè)體內(nèi)在資源，實(shí)踐中通過外在資源的加強(qiáng)和內(nèi)在資源的開發(fā)，減緩或阻止顧客侵犯對(duì)員工離職意愿的影響。特別是心理資本是一個(gè)較活躍的變量，它最大的特點(diǎn)是“類狀態(tài)”性，即可培養(yǎng)，可開發(fā)。因此，基于群體動(dòng)力學(xué)理論構(gòu)建團(tuán)隊(duì)層面的心理資本增值模型，是切實(shí)可行的。
[Abstract]:The new trend of world development shows that service industry is gradually leading in economic activities. Most service enterprises are emotional intensive and relational service. In the interaction of customers and employees, enterprises always follow customer first, customer is the idea of God, but "customers are not always right", customer invasion behavior As an important source of stress for service staff, it leads to the growth of negative attitude and behavior of employees, and then causes the three loss of customers, employees and enterprises. Through the literature review of customer invasion, turnover intention and emotional response, the following deficiencies are found in the existing research. First, the research on the impact of customer aggression on employees is lack of integration and Unified theoretical framework guidance; second, there is still a lack of research on the mechanism between customer aggression and employee response; third, the lack of effective intervention measures to alleviate or prevent customer aggression against service employees' turnover intention.
Based on the theory of resource preservation, this study analyzes the essence of the emotional labor of the service staff, and combines the dynamic relationship between the customer behavior and the employees' response, and integrates the work requirements - the resource model and the emotional event model, constructs the customer's response model of this research, with a view to the theoretical analysis framework of the customer's impact on the employees. The model believes that customer aggression leads to the work stress of the service staff. There are two different ways to respond to the pressure of the service employees engaged in high emotional labor. One is the emotional driving path: when the service employees are infringed by the customers, the passive acceptance leads to the exhaustion and negative behavior of the staff emotional resources; the other is that the employee's emotional resources are exhausted and negative. Judgment drive path: when the service employee is infringed by the customer, it is active to adjust the mood, thereby reducing the loss of resources and preventing or alleviating the negative behavior of the employees.
In order to test the customer response theory model, this paper carries out an empirical analysis through two sub studies to investigate the impact of customer invasion on service employees' turnover intention, the mechanism and effect of intervention. The two sub studies all take the typical service employees as the research object of the call center staff. The first sub research examination is the research object. The first path of the employee's stress response to the pressure from the customer is the emotional driving path. The sub research sample is the 10086 call center staff of a mobile communications company in Central China. Through interviews, an open questionnaire and 1000 large scale questionnaires, a survey of customer invasion (stressors) and organizational support (external resources) is examined. The impact of employee turnover intention and the mediating effect of emotional exhaustion. In this study, organizational support, as a team level, is a working atmosphere, that is, a working situation variable. Therefore, this study uses a cross layer design. Using the multi-layer linear model (HLM) to carry out data analysis, the results show that customer invasion and emotion are infringed. Failure has a significant positive correlation with turnover intention; emotional exhaustion completely mediates the relationship between customer invasion and turnover intention; emotional organizational support regulates the relationship between customer invasion and emotional exhaustion.
Second empirical studies test the second path of the employee's response to the pressure from the customer, that is, the judgment drive path. A study sample of the call center staff of a communication company in Southern China is taken as the research sample to examine the influence of customer aggression (stressor) and psychological capital (internal resources) on turnover intention of staff and workers, and to test the intermediary of emotional regulation. Using two stages of data collection over a period of nearly one month, 230 service employees completed two stages of investigation and obtained 982 data. Through HLM analysis, the effect of customer invasion on employee turnover intention was verified again. Different emotional adjustment strategies have different intermediary roles on customer invasion and employee turnover intention. Psychological capital has a significant moderating effect on customer aggression and employee emotion regulation strategy choice.
According to the first and two empirical studies, this paper puts forward the Countermeasures of the influence of customer invasion on employee turnover intention. Organizational support is external resources for employees, while psychological capital is an internal resource in the body. In practice, the influence of customer invasion on employee turnover intention is slowed down or prevented by external resources strengthening and internal resources development. Psychological capital is a more active variable. Its biggest characteristic is "class state", which can be cultivated and developed. Therefore, it is feasible to construct the model of psychological capital appreciation on team level based on the theory of group dynamics.
【學(xué)位授予單位】：華中科技大學(xué)
【學(xué)位級(jí)別】：博士
【學(xué)位授予年份】：2013
【分類號(hào)】：F719;F272.92
本文編號(hào)：2158078
[Abstract]:The new trend of world development shows that service industry is gradually leading in economic activities. Most service enterprises are emotional intensive and relational service. In the interaction of customers and employees, enterprises always follow customer first, customer is the idea of God, but "customers are not always right", customer invasion behavior As an important source of stress for service staff, it leads to the growth of negative attitude and behavior of employees, and then causes the three loss of customers, employees and enterprises. Through the literature review of customer invasion, turnover intention and emotional response, the following deficiencies are found in the existing research. First, the research on the impact of customer aggression on employees is lack of integration and Unified theoretical framework guidance; second, there is still a lack of research on the mechanism between customer aggression and employee response; third, the lack of effective intervention measures to alleviate or prevent customer aggression against service employees' turnover intention.
Based on the theory of resource preservation, this study analyzes the essence of the emotional labor of the service staff, and combines the dynamic relationship between the customer behavior and the employees' response, and integrates the work requirements - the resource model and the emotional event model, constructs the customer's response model of this research, with a view to the theoretical analysis framework of the customer's impact on the employees. The model believes that customer aggression leads to the work stress of the service staff. There are two different ways to respond to the pressure of the service employees engaged in high emotional labor. One is the emotional driving path: when the service employees are infringed by the customers, the passive acceptance leads to the exhaustion and negative behavior of the staff emotional resources; the other is that the employee's emotional resources are exhausted and negative. Judgment drive path: when the service employee is infringed by the customer, it is active to adjust the mood, thereby reducing the loss of resources and preventing or alleviating the negative behavior of the employees.
In order to test the customer response theory model, this paper carries out an empirical analysis through two sub studies to investigate the impact of customer invasion on service employees' turnover intention, the mechanism and effect of intervention. The two sub studies all take the typical service employees as the research object of the call center staff. The first sub research examination is the research object. The first path of the employee's stress response to the pressure from the customer is the emotional driving path. The sub research sample is the 10086 call center staff of a mobile communications company in Central China. Through interviews, an open questionnaire and 1000 large scale questionnaires, a survey of customer invasion (stressors) and organizational support (external resources) is examined. The impact of employee turnover intention and the mediating effect of emotional exhaustion. In this study, organizational support, as a team level, is a working atmosphere, that is, a working situation variable. Therefore, this study uses a cross layer design. Using the multi-layer linear model (HLM) to carry out data analysis, the results show that customer invasion and emotion are infringed. Failure has a significant positive correlation with turnover intention; emotional exhaustion completely mediates the relationship between customer invasion and turnover intention; emotional organizational support regulates the relationship between customer invasion and emotional exhaustion.
Second empirical studies test the second path of the employee's response to the pressure from the customer, that is, the judgment drive path. A study sample of the call center staff of a communication company in Southern China is taken as the research sample to examine the influence of customer aggression (stressor) and psychological capital (internal resources) on turnover intention of staff and workers, and to test the intermediary of emotional regulation. Using two stages of data collection over a period of nearly one month, 230 service employees completed two stages of investigation and obtained 982 data. Through HLM analysis, the effect of customer invasion on employee turnover intention was verified again. Different emotional adjustment strategies have different intermediary roles on customer invasion and employee turnover intention. Psychological capital has a significant moderating effect on customer aggression and employee emotion regulation strategy choice.
According to the first and two empirical studies, this paper puts forward the Countermeasures of the influence of customer invasion on employee turnover intention. Organizational support is external resources for employees, while psychological capital is an internal resource in the body. In practice, the influence of customer invasion on employee turnover intention is slowed down or prevented by external resources strengthening and internal resources development. Psychological capital is a more active variable. Its biggest characteristic is "class state", which can be cultivated and developed. Therefore, it is feasible to construct the model of psychological capital appreciation on team level based on the theory of group dynamics.
【學(xué)位授予單位】：華中科技大學(xué)
【學(xué)位級(jí)別】：博士
【學(xué)位授予年份】：2013
【分類號(hào)】：F719;F272.92
【參考文獻(xiàn)】
相關(guān)期刊論文 前10條
1 趙簡;張西超;;工作壓力與工作倦怠的關(guān)系——心理資本的調(diào)節(jié)作用[J];河南師范大學(xué)學(xué)報(bào)(自然科學(xué)版);2010年03期
2 李善同,陳波;世界服務(wù)業(yè)發(fā)展趨勢[J];經(jīng)濟(jì)研究參考;2002年11期
3 符益群 ,凌文輇 ,方俐洛;企業(yè)職工離職意向的影響因素[J];中國勞動(dòng);2002年07期
4 張勉,張德,李樹茁;IT企業(yè)技術(shù)員工離職意圖路徑模型實(shí)證研究[J];南開管理評(píng)論;2003年04期
5 張秀娟;申文果;陳健彬;杜敏;;顧客不公平交往行為對(duì)員工工作績效的多層次影響[J];南開管理評(píng)論;2008年03期
6 王雁飛;朱瑜;;心理資本理論與相關(guān)研究進(jìn)展[J];外國經(jīng)濟(jì)與管理;2007年05期
7 譚小宏;秦啟文;潘孝富;;企業(yè)員工組織支持感與工作滿意度、離職意向的關(guān)系研究[J];心理科學(xué);2007年02期
8 胡君辰;楊林鋒;;“情緒勞動(dòng)”要求與情緒耗竭:情緒勞動(dòng)策略的中介作用研究[J];心理科學(xué);2009年02期
9 黃杰;鮑旭輝;游旭群;周麗敏;;個(gè)體資源對(duì)JD-R模型與工作倦怠關(guān)系的中介作用[J];心理科學(xué);2010年04期
10 凌文輇;楊海軍;方俐洛;;企業(yè)員工的組織支持感[J];心理學(xué)報(bào);2006年02期
本文編號(hào)：2158078
本文鏈接：http://sikaile.net/jingjilunwen/fwjj/2158078.html
最近更新
教材專著
