顾客不文明行为视角下服务破坏行为的动因及影响机制研究

A Research on Antecedents and Mechanisms of Service Sabotage from the Perspective of Customer Incivility

文章以资源保存理论为基础,以负面情绪为中介和人际不友好敏感性为调节,探究顾客不文明行为对服务破坏行为的作用机制和边界条件。通过451份来自酒店一线服务员工的有效问卷实证分析发现:(1)顾客不文明行为对酒店一线员工服务破坏行为具有显著的正向影响;(2)负面情绪在顾客不文明行为与员工服务破坏行为之间起部分中介作用;(3)人际不友好敏感性对顾客不文明行为和负面情绪之间的关系具有显著的正向调节效应,人际不友好敏感性越高,二者之间的正向关系越强;(4)人际不友好敏感性能够有效调节顾客不文明行为与员工服务破坏行为之间的中介关系,即人际不友好敏感性越高,负面情绪的中介效应越强。

Based on resources conservation theory,the paper discussed the impacts of customer incivility on employees’service sabotage,and explored the mediating role of negative affects and the moderating role of sensitivity to interpersonal mistreatment.It tested the theoretical model with data gathered across three phases over six months from 451 first-line employees.The results are:(1)customer incivility has a significant positive influence on service sabotage;(2)negative affects partially mediate the relationship between customer incivility and service sabotage;(3) sensitivity to interpersonal mistreatment moderates the relationship between customer incivility and negative affects.More precisely,sensitivity to interpersonal mistreatment moderates the relationship between customer incivility on negative affect such that the relationship is stronger when employees have high rather than low sensitivity to interpersonal mistreatment;(4) sensitivity to interpersonal mistreatment can effectively moderates the indirect effect of customer incivility and service sabotage through negative affect.That is to say that the higher is the sensitivity to interpersonal mistreatment,the stronger is the moderating affect.