顾客侵犯对服务员工离职意愿的作用机制研究

发布时间：2018-08-01 15:55

【摘要】：世界发展新趋势表明，服务业在经济活动中逐步取得主导地位。绝大多数服务企业是情感密集型，实行的是关系型服务。在顾客-员工的互动中，企业一贯遵循顾客第一，顾客是上帝的理念，但“顾客并不一定总是对的”，顾客的侵犯行为成为服务员工的重要压力源，导致员工负面态度和行为的滋生，进而造成顾客、员工和企业三输的局面。通过对顾客侵犯、离职意愿、情绪反应等的文献回顾，发现现有研究存在以下不足：第一，顾客侵犯行为对员工的影响研究缺乏整合和统一的理论框架指导；第二，顾客侵犯行为与员工反应之间的机制研究尚存在缺失；第三，缓解或阻止顾客侵犯行为对服务员工离职意愿的有效干预措施缺乏。基于资源保存理论，本研究分析了服务员工情绪劳动的本质，并结合顾客行为与员工反应间的动态关系，整合工作要求-资源模型和情感事件模型，构建了本研究的顾客侵犯-员工反应模型，以期作为顾客侵犯对员工影响的理论分析框架。该模型认为，顾客侵犯行为造成了服务员工的工作压力，从事高情绪劳动的服务员工对此压力的反应有两条不同的路径，一条是情感驱动路径：当服务员工受到顾客侵犯时，被动的接受，导致员工情绪资源的耗竭和消极行为；另一条是判断驱动路径：当服务员工遭遇顾客侵犯时，主动的进行情绪调节，从而减少资源的耗损，阻止或缓解员工的消极行为。为了检验顾客侵犯-员工反应理论模型，本文通过两个子研究对其进行实证分析，以考察顾客侵犯对服务员工离职意愿的影响程度、作用机制及干预效果。两个子研究均以典型的服务员工——呼叫中心员工为研究对象。第一个子研究检验服务员工对来自顾客侵犯压力反应的第一条路径，即情感驱动路径。子研究一的研究样本为华中某省移动通讯公司10086呼叫中心员工，通过访谈、开放式问卷和1000份的大规模问卷调查，考察顾客侵犯(压力源)和组织支持(外在资源)对员工离职意愿的影响，并检验情绪衰竭的中介作用。本研究中组织支持作为团队层面来考虑实质体现的是一种工作氛围，即属于工作情景变量，所以本研究采用跨层设计。运用多层线性模型(HLM)进行数据分析，结果表明，顾客侵犯与情绪衰竭、离职意愿显著正相关；情绪衰竭完全中介顾客侵犯与离职意愿间的关系；情感性组织支持调节顾客侵犯与情绪衰竭之间的关系。第二个实证研究检验服务员工对来自顾客侵犯压力反应的第二条路径，即判断驱动路径。以华南某通讯公司呼叫中心员工为研究样本，考察顾客侵犯行为(压力源)和心理资本(内在资源)对员工离职意愿的影响，并检验情绪调节的中介作用。通过为期近一个月的两阶段数据收集，230个服务员工完成了两个阶段的调查，共获得982份数据。通过HLM分析，，再次验证了子研究一顾客侵犯对员工离职意愿的影响；不同的情绪调节策略对顾客侵犯与员工离职意愿的中介作用不同；心理资本对顾客侵犯与员工情绪调节策略选择间的调节效应显著。针对实证研究一和二，提出顾客侵犯对员工离职意愿影响的应对措施。组织支持对员工来讲是外在资源，而心理资本是个体内在资源，实践中通过外在资源的加强和内在资源的开发，减缓或阻止顾客侵犯对员工离职意愿的影响。特别是心理资本是一个较活跃的变量，它最大的特点是“类状态”性，即可培养，可开发。因此，基于群体动力学理论构建团队层面的心理资本增值模型，是切实可行的。
[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.
【学位授予单位】：华中科技大学
【学位级别】：博士
【学位授予年份】：2013
【分类号】：F719;F272.92

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