顾客不当行为影响员工工作投入的边界条件研究
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摘要
文章基于资源保存理论,采取经验取样法探讨了顾客不当行为对员工工作投入的负面影响,并进一步识别了工作常规化和主动性人格两个边界条件对顾客不当行为负面影响的调节作用。通过对128位医护人员连续测量10个工作日的调查,获得1023份数据。研究发现,每日顾客不当行为对员工第二天早上的工作投入具有显著负向影响,且工作常规化和主动性人格对每日顾客不当行为的负面影响有显著弱化作用。此外,研究进一步揭示了工作常规化和主动性人格的三重调节效应。这些结论对服务型企业有以下启示:需要关注顾客行为对员工工作态度和行为的影响;甄选员工和培训员工要重视其主动性人格,提升工作常规化水平;员工主动性人格和工作常规化可以有效缓解顾客不当行为造成的员工工作投入低下问题。
Drawing on the Conservation of Resources theory, the current study used Experience Sample Methods to discuss the daily influence of customer mistreatment on work engagement, and examined how job routinization and proactive personality help employees to cope with the daily effects of customer mistreatment on work engagement. The study conducted a daily survey of 128 doctors and nurses for 10 work days, and collected 1023 within-person questionnaires. The results of multi-level analysis revealed that job routinization and proactive personality attenuated the effects of customer mistreatment on work engagement. The analyses also showed that, with more proactive personality and high job routinization, the effects of customer mistreatment were minimized. These findings provide important guidance for service employees to participate in the cope of customer mistreatment.
Drawing on the Conservation of Resources theory, the current study used Experience Sample Methods to discuss the daily influence of customer mistreatment on work engagement, and examined how job routinization and proactive personality help employees to cope with the daily effects of customer mistreatment on work engagement. The study conducted a daily survey of 128 doctors and nurses for 10 work days, and collected 1023 within-person questionnaires. The results of multi-level analysis revealed that job routinization and proactive personality attenuated the effects of customer mistreatment on work engagement. The analyses also showed that, with more proactive personality and high job routinization, the effects of customer mistreatment were minimized. These findings provide important guidance for service employees to participate in the cope of customer mistreatment.
引文
李永鑫、周海龙、田艳辉,2011,“真实型领导影响员工工作投入的多重中介效应”,《心理科学》,第3期,第716-722页。
刘得格、时勘、王永丽等,2011,“挑战-阻碍性压力源与工作投入和满意度的关系”,《管理科学》,第2期,第1-9页。
张莉、林与川、张林,2013,“工作不安全感与情绪耗竭:情绪劳动的中介作用”,《管理科学》,第3期,第1-8页。
Anderson,E.,2000,“Code of the street:Decency,violence,and the moral life of the inner city”,WW Norton&Company.
Austin,W.,2007,“The ethics of everyday practice:Healthcare environments as moral communities”,Advances in Nursing Science,30(1):81-88.
Baba,V.V.and Jamal,M.,1991,“Routinization of job context and job content as related to employees'quality of working life:A study of Canadian nurses”,Journal of organizational behaviour,12(5):379-386.
Bargh,J.A.,1994,“The four horsemen of automaticity:Awareness,intention,efficiency,and control in social cognition”,Handbook of social cognition,1:1-40.
Bateman,T.S.and Crant,J.M.,1993,“The Proactive Component of Organizational Behavior:A Measure and Correlates”,Journal of Organizational Behavior,14(2):103-118.
Cardinal,L.B.,2001,“Technological innovation in the pharmaceutical industry:The use of organizational control in managing research and development”,Organization science,12(1):19-36.
Chi,N.W.,Chang,H,T.and Huang,H.L,2015,“Can personality traits and daily positive moods buffer the harmful effects of daily negative mood on task performance and service sabotage?A self-control perspective”.Organizational Behavior and Human Decision Processes,131:1-15.
Crant,J.M.,2000,“Proactive Behavior in Organizations”,Journal of Management,26(3):435-462.
Craw ford,E.R.,Lepine,J.A.and&Rich,B.L,2010,“Linking job demands and resources to employee engagement and burnout:A theoretical extension and meta-analytic test”,Journal of Applied Psychology,95(5):834-848.
Deci,E.L.and Ryan,R.M.,1985,“The general causality orientations scale:Self-determination in personality”,Journal of Research in Personality,19:109-134.
Deci,E.L.and Ryan,R.M.,2000,“The‘what’ and ‘why’of goal pursuits:Human needs and the selfdetermination of behaviour”,Psychological Inquiry,11:227-268.
Diestel,S.,Rivkin,W.and Schmidt,K.H.,2015,“Sleep quality and self-control capacity as protective resources in the daily emotional labor process:Results from tw o diary studies”,Journal of Applied Psychology,100(3):809.
Elgin,S.H.,1992,“The Gentle Art of Verbal Self-Defense”,Barnes&Noble,NY.
Enders,C.K.and Tofighi,D.,2007,“Centering predictor variables in cross-sectional multilevel models:a new look at an old issue”,Psychological methods,12(2):121.
Fuller,J.B.and M arler,L.E.,2009,“Change driven by nature:A meta-analytic review of the proactive personality literature”,Journal of Vocational Behavior,75:329-345.
Grandey,A.A.,2000,“Emotion regulation in the workplace:a new way to conceptualize emotional labour”,Journal of Occupational Health Psychology,5(1):95-110.
Grandey,A.A.,2003,“When‘The Show Must Go on’:Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery”,Academy of Management Journal,46(1):86-96.
Grant,A.M.,2011,“How customers can rally your troops”,Harvard Business Review,89(6):96-106.
Hage,J.and Aiken,M.,1969,“Routine Technology,Social Structure,and Organization Goals”,Administrative Science Quarterly,14(3):366-376.
Halbesleben,J.R.,2006,“Sources of social support and burnout:a meta-analytic test of the conservation of resources model”,Journal of applied Psychology,91(5):1134.
Hobfoll,S.E.,1989,“Conservation of Resources:A New Attempt at Conceptualizing Stress,”American Psychologist,44(3):513-524.
Hobfoll,S.E.,Freedy,J,1993,Conservation of Resources:A General Stress Theory Applied to Burnout.In W.Schaufeli,C.M aslach,T.Marek(Eds.),Professional Burnout:Recent Developments in Theory and Research.Washington:Taylor and Francis.
Hu,X.,Zhan,Y.,Garden R,et al.,2017,“Employees’ reactions to customer mistreatment:The moderating role of human resource management practices”,Work&Stress,32(1):1-19.
Johnson,H.A.and Spector,P.E.,2007,“Service with a smile:do emotional intelligence,gender,and autonomy moderate the emotional labor process?”,Journal of Occupational Health Psychology,12(4):319.
Judge,T.A.,Woolf,E.F.and Hurst,C.,2010,“Is Emotional labour more difficult for some than for others?Amultilevel experience-sampling study”,Personnel Psychology,62(1):57-88.
Koopmann,J.,Wang,M.,Liu,Y.and Song Y.,2015,“Customer mistreatment:A review of conceptualizations and a multilevel theoretical model”,Research in Occupational Stress and Well Being,13:33-79.
Kuhnel,J.,Sonnentag,S.and Bledow,R.,2012,“Resources and time pressure as day-level antecedents of work engagement”,Journal of Occupational and Organizational Psychology,85:181-198.
Li,N.,Barrick,M.R.,Zimmerman,R.D.and Chiaburu,D.S.,2014,“Retaining the productive employee:The role of personality”,Academy of Management Annals,8(1):347-395.
Li,N.,Liang,J.and Crant,J.M.2010,“The role of proactive personality in job satisfaction and organizational citizenship behavior:A relational perspective”,Journal of Applied Psychology,95(2):395-404.
Norman,D.A.and Bobrow,D.G.,1975,“On data-limited and resource-limited processes”,Cognitive psychology,7(1):44-64.
Perrow,C.,1979,Organizational theory in a society of organizations,Ecole Nationale d'Administration Publique.
Perrow,C.,1990,“Complex Organisations:A Critical Essay”,Teaching Sociology,18(1):101-102.
Preacher K J,Zhang Z,Zyphur M J.,2016,“M ultilevel Structural Equation M odels for Assessing Moderation Within and Across Levels of Analysis”,Psychol M ethods,21(2):189-205.
Rich,B.L.,Lepine,J.A.and Craw ford,E.R.,2010,“Job engagement:Antecedents and effects on job performance”,Academy of Management Journal,53(3):617-635.
Schaufeli,W.B.,Bakker,A.B.and Salanova,M.,2006,“The measurement of work engagement with a short questionnaire:A cross-national study”,Educational&Psychological M easurement,66(4):701-716.
Schaufeli,W.B.,Bakker,A.B.and Van Rhenen,W.,2009,“How changes in job demands and resources predict burnout,work engagement,and sickness absenteeism”,Journal of Organizational Behavior,30(7):893-917.
Schaufeli,W.B.and Taris,T.W.,2014,“A critical review of the Job Demands-Resources M odel:Implications for improving work and health”,In Bridging occupational,organizational and public health(pp.43-68).Springer,Dordrecht.
Schaubroeck,J.,Jones,J.R.,2000,“Antecedents of Workplace Emotional Labor Dimensions and M oderators of Their Effects on Physical Symptoms”,Journal of Organizational Behavior,21(2):163-183.
Shao,R.and Skarlicki,D.P.,2014,“Service employees’reactions to mistreatment by customers:A comparison between North America and East Asia”,Personnel Psychology,67:23-59.
Skarlicki,D P.,Van Jaarsveld,D.D.and Walker,D.D.,2008,“Getting even for customer mistreatment:the role of moral identity in the relationship between customer interpersonal injustice and employee sabotage”,Journal of Applied Psychology,93(6):1335-1347.
Trougakos,J.P.,Hideg,I.,Cheng,B.H and Beal,D.J.,2014,“Lunch breaks unpacked:The role of autonomy as a moderator of recovery during lunch”,Academy of Management Journal,57(2):405-421.
Vandercammen,L.,Hofmans,J.and Theuns P.,2014,“The mediating role of affect in the relationship between need satisfaction and autonomous motivation”,Journal of Occupational&Organizational Psychology,87(1):62-79.
Wang,M.,Liao,H.,Zhan,Y.and Shi,J.,2011,“Daily customer mistreatment and employee sabotage against customers:Examining emotion and resource perspectives”,Academy of Management Journal,54:312-334.
Wang,M.,Liu.S.,Liao,H.et al.,2013,“Can't get it out of my mind:employee rumination after customer mistreatment and negative mood in the next morning”,Journal of Apply Psychology,98(6):989-1004.
Wang,X.and Wang,H.,2018,“How to survive mistreatment by customers:employees’work withdraw al and their coping resources”,International Journal of Conflict Management,28(1):71-88.
White,K.R.and Begun,J.W.,1998,“Nursing entrepreneurship in an era of chaos and complexity”,Nursing Administration Quarterly,22(2):40-47.
Wickens,C.D.,Hollands,J.G.,Banbury,S.and Parasuraman,R.,2015,Engineering psychology&human performance.Psychology Press.
Xanthopoulou,D.,Bakker,A.B.,Demerouti,E.,and Schaufeli,W.B.,2009,“Work engagement and financial returns:A diary study on the role of job and personal resources”,Journal of occupational and organizational psychology,82(1):183-200.
刘得格、时勘、王永丽等,2011,“挑战-阻碍性压力源与工作投入和满意度的关系”,《管理科学》,第2期,第1-9页。
张莉、林与川、张林,2013,“工作不安全感与情绪耗竭:情绪劳动的中介作用”,《管理科学》,第3期,第1-8页。
Anderson,E.,2000,“Code of the street:Decency,violence,and the moral life of the inner city”,WW Norton&Company.
Austin,W.,2007,“The ethics of everyday practice:Healthcare environments as moral communities”,Advances in Nursing Science,30(1):81-88.
Baba,V.V.and Jamal,M.,1991,“Routinization of job context and job content as related to employees'quality of working life:A study of Canadian nurses”,Journal of organizational behaviour,12(5):379-386.
Bargh,J.A.,1994,“The four horsemen of automaticity:Awareness,intention,efficiency,and control in social cognition”,Handbook of social cognition,1:1-40.
Bateman,T.S.and Crant,J.M.,1993,“The Proactive Component of Organizational Behavior:A Measure and Correlates”,Journal of Organizational Behavior,14(2):103-118.
Cardinal,L.B.,2001,“Technological innovation in the pharmaceutical industry:The use of organizational control in managing research and development”,Organization science,12(1):19-36.
Chi,N.W.,Chang,H,T.and Huang,H.L,2015,“Can personality traits and daily positive moods buffer the harmful effects of daily negative mood on task performance and service sabotage?A self-control perspective”.Organizational Behavior and Human Decision Processes,131:1-15.
Crant,J.M.,2000,“Proactive Behavior in Organizations”,Journal of Management,26(3):435-462.
Craw ford,E.R.,Lepine,J.A.and&Rich,B.L,2010,“Linking job demands and resources to employee engagement and burnout:A theoretical extension and meta-analytic test”,Journal of Applied Psychology,95(5):834-848.
Deci,E.L.and Ryan,R.M.,1985,“The general causality orientations scale:Self-determination in personality”,Journal of Research in Personality,19:109-134.
Deci,E.L.and Ryan,R.M.,2000,“The‘what’ and ‘why’of goal pursuits:Human needs and the selfdetermination of behaviour”,Psychological Inquiry,11:227-268.
Diestel,S.,Rivkin,W.and Schmidt,K.H.,2015,“Sleep quality and self-control capacity as protective resources in the daily emotional labor process:Results from tw o diary studies”,Journal of Applied Psychology,100(3):809.
Elgin,S.H.,1992,“The Gentle Art of Verbal Self-Defense”,Barnes&Noble,NY.
Enders,C.K.and Tofighi,D.,2007,“Centering predictor variables in cross-sectional multilevel models:a new look at an old issue”,Psychological methods,12(2):121.
Fuller,J.B.and M arler,L.E.,2009,“Change driven by nature:A meta-analytic review of the proactive personality literature”,Journal of Vocational Behavior,75:329-345.
Grandey,A.A.,2000,“Emotion regulation in the workplace:a new way to conceptualize emotional labour”,Journal of Occupational Health Psychology,5(1):95-110.
Grandey,A.A.,2003,“When‘The Show Must Go on’:Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery”,Academy of Management Journal,46(1):86-96.
Grant,A.M.,2011,“How customers can rally your troops”,Harvard Business Review,89(6):96-106.
Hage,J.and Aiken,M.,1969,“Routine Technology,Social Structure,and Organization Goals”,Administrative Science Quarterly,14(3):366-376.
Halbesleben,J.R.,2006,“Sources of social support and burnout:a meta-analytic test of the conservation of resources model”,Journal of applied Psychology,91(5):1134.
Hobfoll,S.E.,1989,“Conservation of Resources:A New Attempt at Conceptualizing Stress,”American Psychologist,44(3):513-524.
Hobfoll,S.E.,Freedy,J,1993,Conservation of Resources:A General Stress Theory Applied to Burnout.In W.Schaufeli,C.M aslach,T.Marek(Eds.),Professional Burnout:Recent Developments in Theory and Research.Washington:Taylor and Francis.
Hu,X.,Zhan,Y.,Garden R,et al.,2017,“Employees’ reactions to customer mistreatment:The moderating role of human resource management practices”,Work&Stress,32(1):1-19.
Johnson,H.A.and Spector,P.E.,2007,“Service with a smile:do emotional intelligence,gender,and autonomy moderate the emotional labor process?”,Journal of Occupational Health Psychology,12(4):319.
Judge,T.A.,Woolf,E.F.and Hurst,C.,2010,“Is Emotional labour more difficult for some than for others?Amultilevel experience-sampling study”,Personnel Psychology,62(1):57-88.
Koopmann,J.,Wang,M.,Liu,Y.and Song Y.,2015,“Customer mistreatment:A review of conceptualizations and a multilevel theoretical model”,Research in Occupational Stress and Well Being,13:33-79.
Kuhnel,J.,Sonnentag,S.and Bledow,R.,2012,“Resources and time pressure as day-level antecedents of work engagement”,Journal of Occupational and Organizational Psychology,85:181-198.
Li,N.,Barrick,M.R.,Zimmerman,R.D.and Chiaburu,D.S.,2014,“Retaining the productive employee:The role of personality”,Academy of Management Annals,8(1):347-395.
Li,N.,Liang,J.and Crant,J.M.2010,“The role of proactive personality in job satisfaction and organizational citizenship behavior:A relational perspective”,Journal of Applied Psychology,95(2):395-404.
Norman,D.A.and Bobrow,D.G.,1975,“On data-limited and resource-limited processes”,Cognitive psychology,7(1):44-64.
Perrow,C.,1979,Organizational theory in a society of organizations,Ecole Nationale d'Administration Publique.
Perrow,C.,1990,“Complex Organisations:A Critical Essay”,Teaching Sociology,18(1):101-102.
Preacher K J,Zhang Z,Zyphur M J.,2016,“M ultilevel Structural Equation M odels for Assessing Moderation Within and Across Levels of Analysis”,Psychol M ethods,21(2):189-205.
Rich,B.L.,Lepine,J.A.and Craw ford,E.R.,2010,“Job engagement:Antecedents and effects on job performance”,Academy of Management Journal,53(3):617-635.
Schaufeli,W.B.,Bakker,A.B.and Salanova,M.,2006,“The measurement of work engagement with a short questionnaire:A cross-national study”,Educational&Psychological M easurement,66(4):701-716.
Schaufeli,W.B.,Bakker,A.B.and Van Rhenen,W.,2009,“How changes in job demands and resources predict burnout,work engagement,and sickness absenteeism”,Journal of Organizational Behavior,30(7):893-917.
Schaufeli,W.B.and Taris,T.W.,2014,“A critical review of the Job Demands-Resources M odel:Implications for improving work and health”,In Bridging occupational,organizational and public health(pp.43-68).Springer,Dordrecht.
Schaubroeck,J.,Jones,J.R.,2000,“Antecedents of Workplace Emotional Labor Dimensions and M oderators of Their Effects on Physical Symptoms”,Journal of Organizational Behavior,21(2):163-183.
Shao,R.and Skarlicki,D.P.,2014,“Service employees’reactions to mistreatment by customers:A comparison between North America and East Asia”,Personnel Psychology,67:23-59.
Skarlicki,D P.,Van Jaarsveld,D.D.and Walker,D.D.,2008,“Getting even for customer mistreatment:the role of moral identity in the relationship between customer interpersonal injustice and employee sabotage”,Journal of Applied Psychology,93(6):1335-1347.
Trougakos,J.P.,Hideg,I.,Cheng,B.H and Beal,D.J.,2014,“Lunch breaks unpacked:The role of autonomy as a moderator of recovery during lunch”,Academy of Management Journal,57(2):405-421.
Vandercammen,L.,Hofmans,J.and Theuns P.,2014,“The mediating role of affect in the relationship between need satisfaction and autonomous motivation”,Journal of Occupational&Organizational Psychology,87(1):62-79.
Wang,M.,Liao,H.,Zhan,Y.and Shi,J.,2011,“Daily customer mistreatment and employee sabotage against customers:Examining emotion and resource perspectives”,Academy of Management Journal,54:312-334.
Wang,M.,Liu.S.,Liao,H.et al.,2013,“Can't get it out of my mind:employee rumination after customer mistreatment and negative mood in the next morning”,Journal of Apply Psychology,98(6):989-1004.
Wang,X.and Wang,H.,2018,“How to survive mistreatment by customers:employees’work withdraw al and their coping resources”,International Journal of Conflict Management,28(1):71-88.
White,K.R.and Begun,J.W.,1998,“Nursing entrepreneurship in an era of chaos and complexity”,Nursing Administration Quarterly,22(2):40-47.
Wickens,C.D.,Hollands,J.G.,Banbury,S.and Parasuraman,R.,2015,Engineering psychology&human performance.Psychology Press.
Xanthopoulou,D.,Bakker,A.B.,Demerouti,E.,and Schaufeli,W.B.,2009,“Work engagement and financial returns:A diary study on the role of job and personal resources”,Journal of occupational and organizational psychology,82(1):183-200.