服务破坏行为:概念、测量与相关变量

发布时间：2018-05-09 01:20

本文选题：服务破坏行为 + 组织不良行为　；参考：《心理科学进展》2009年02期

【摘要】：服务破坏行为是指服务行业组织成员在向顾客提供服务的过程中,故意做出的对服务造成负面影响的行为,也是以往研究中关于工作场所中的破坏行为在服务行业中的体现;服务破坏行为的表现主要有四种类型:习惯且私下的服务破坏,习惯且公开的服务破坏,偶发且私下的服务破坏,偶发且公开的服务破坏;服务破坏行为的测量方法主要有:访谈法,问卷调查法和情景投射法;从个人、群体、组织与环境四个水平分析服务破坏行为的前因变量,从对个体、服务绩效及组织绩效三个方面探讨服务破坏行为的结果变量;该领域未来的研究应着重于进一步改进测量的方法,分析相关变量之间的作用机制,寻求控制服务破坏行为的有效对策,拓展视野,进一步扩大研究中被试的类型及行业领域。
[Abstract]:The behavior of service destruction refers to the behavior that the members of service industry organization intentionally make negative impact on the service in the process of providing service to the customer, and it is also the embodiment of the previous research on the destruction behavior in the workplace in the service industry. There are four main types of service destruction: habit and private service destruction, habit and public service destruction, occasional and private service destruction, occasional and public service destruction; The measurement methods of service destruction behavior are as follows: interview method, questionnaire survey method and situational projection method; the antecedent variables of service destruction behavior are analyzed from four levels of individual, group, organization and environment, and the relationship between individual and individual is analyzed. Service performance and organizational performance are three aspects to explore the outcome variables of service destruction behavior, and the future research in this field should focus on further improving the measurement methods, and analyze the mechanism between the relevant variables. The purpose of this paper is to seek effective countermeasures to control service destruction, to expand the field of vision, and to further expand the types and industry fields of the subjects in the study.
【作者单位】：河南大学心理与行为研究所;
【分类号】：B841.7;C93

【共引文献】