家庭不文明行为对酒店员工服务主动性的作用机制

Mechanism of Hotel Employees’ Family Incivility on Proactive Customer Service Performance

文章聚焦家庭不文明行为这一较新的概念,基于资源保存理论,采用多阶段、多来源的数据收集方式,探讨其对酒店服务员工顾客服务主动性行为的影响后果和作用机制。基于286份有效的主管与员工配对问卷数据,分析结果表明:酒店员工的家庭不文明行为对顾客服务主动性行为具有显著的负向影响;心理困扰在家庭不文明行为与顾客服务主动性行为之间起着部分中介作用;情绪智力不仅调节了家庭不文明行为对心理困扰的影响,还调节了心理困扰在家庭不文明行为与顾客服务主动性行为之间的中介效应。该研究不仅能够在理论上弥补现有酒店人力资源管理研究中关于"家庭如何侵扰工作"的研究不足,而且可以在实践上为酒店企业提升一线服务人员的服务绩效提供有益参考。

"Double harvest of work and family"has been peoples ideal pursuit and desire since ancient times,but in fact,"there has been nothing perfect since the olden days."Both pursuing a career and raising a family require a considerable amount of valuable resources(including time,energy,emotion,and money).Consequently,many people face the dilemma of balancing family and work appropriately,often leading to conflict between both.Thus,work-family interfaces,including work interference with family and vice versa,have been a long-term concern in academia.However,most studies have focused on the impact of workplace factors on employees family life.As such,we have comparatively little knowledge about the effect of family factors on employees workplace behaviors,particularly in the context of the hospitality industry.To address this gap in the literature,this study focused on family incivility,a new concept that has emerged in recent years,and empirically examined its spillover effects on the hospitality workplace.Based on the conservation of resources theory,this study explored the effect of the underlying mechanism and boundary condition of family incivility on proactive customer service performance by employing psychological distress as a mediator and emotional intelligence as a moderator.We conducted a multi-wave(three waves)and multi-source(employees and their supervisors)survey to reduce the potential common method variance.The research sample was derived from six hotels(including three-,four-,and five-star hotels)in Guangzhou and Shenzhen in Guangdong Province.Our research subjects were hotel frontline service employees from the departments of front desk,food and beverages,and housekeeping.In total,our valid sample included 286 frontline service employees and 56 of their immediate supervisors.The results revealed that(1)family incivility was negatively related to proactive customer service performance.(2)Psychological distress mediated the relationship between family incivility and proactive customer service performance.(3)Emotional intelligence moderated the relationship between family incivility and psychological distress,such that this relationship was weaker among employees with high emotional intelligence than among those with low emotional intelligence.(4)Emotional intelligence further moderated the indirect effect of family incivility on proactive customer service performance through psychological distress,such that the indirect effect was weaker among employees with high emotional intelligence than among those with low emotional intelligence.By focusing on how family stressors affect workplace performance,we introduced a relatively new concept,family incivility,and confirmed its spillover effect on employees workplace performance.Specifically,family incivility increased the psychological distress of frontline employees and further inhibited their proactive customer service performance,while emotional intelligence alleviated these adverse effects.Consequently,we have not only extended the family incivility literature from the traditional organizational context to the hotel industry context,but also enriched the work-family interface literature.