心理契约破裂与顾客不文明行为:基于自控视角

发布时间：2018-06-06 19:47

本文选题：顾客不文明行为 + 心理契约破裂　；参考：《管理评论》2017年10期

【摘要】：近年来,顾客不文明行为日益受到了国内外学者的关注。现有研究主要探讨了顾客不文明行为的消极后果,鲜见关于顾客不文明行为前因变量的研究。基于自我损耗理论,从员工视角探讨了心理契约破裂对顾客不文明行为的影响,尤其考察了顾客自控状态的中介作用及顾客—员工关系质量的调节作用。通过对231名员工及其顾客的配对调查,结果发现:心理契约破裂对顾客不文明行为存在显著的正向影响;自控状态中介了心理契约破裂对顾客不文明行为的作用;关系质量不仅负向调节了心理契约破裂与自控状态之间的关系,而且还负向调节了心理契约破裂-自控状态-顾客不文明行为这一中介机制。研究首次从员工视角探索了顾客不文明行为的诱发机制,丰富了已有相关研究,为服务性企业进行干预管理提供了理论参考。
[Abstract]:In recent years, the customer uncivilized behavior has been paid more and more attention by domestic and foreign scholars. The existing research mainly discusses the negative consequences of customer uncivilized behavior, and rarely studies the pre-dependent variables of customer uncivilized behavior. Based on the theory of self-depletion, this paper probes into the influence of the breakdown of psychological contract on customer's uncivilized behavior from the perspective of employee, especially the intermediary function of customer's self-control state and the effect of regulating the quality of customer-employee relationship. According to the investigation of 231 employees and their customers, it is found that the breakdown of psychological contract has a significant positive effect on the customer's uncivilized behavior, and the self-control state mediates the effect of the breakdown of psychological contract on the customer's uncivilized behavior. Relationship quality not only negatively regulates the relationship between psychological contract rupture and self-control state, but also negatively regulates the intermediary mechanism of psychological contract rupture, self-control state and customer's uncivilized behavior. The research explores the inducing mechanism of customer uncivilized behavior from the perspective of employees for the first time, which enriches the existing research and provides a theoretical reference for the intervention management of service enterprises.
【作者单位】：江西财经大学产业集群与企业发展研究中心;中山大学管理学院;
【基金】：国家自然科学基金项目(71362010;71662013;71562018;71462016) 江西省教育厅科技项目(GJJ160419)
【分类号】：F272.92;F274

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