企业内部服务补救对一线服务员工情绪和行为的影响

The Impact of Enterprise Internal Service Recovery on Frontline Service Employees' Emotions and Behavior

本文采用情景模拟法,分别测评了企业针对一线服务员工提供物质补救、精神补救、不补救和反补救对于员工情绪和行为的影响,结果发现:提供物质补救或精神补救能够给员工带来积极情绪和组织公民行为,不会带来消极情绪和反工作行为;不补救和反补救会给员工带来消极情绪和反工作行为,不会带来积极情绪和组织公民行为,且反补救对员工消极情绪和反工作行为的影响均大于不补救对员工消极情绪和反工作行为的影响。其次,物质补救对于员工积极情绪和组织公民行为的影响大于精神补救对于员工积极情绪和组织公民行为的影响,但员工收入水平和受教育程度对于物质补救和精神补救的效果有一定影响。最后,员工积极情绪与组织公民行为之间存在显著正相关,与反工作行为之间存在显著负相关;员工消极情绪与反工作行为之间存在显著正相关,与组织公民行为之间存在显著负相关。

With the situational simulated experiment, this article evaluated the impact of material recovery, spiritual recovery, no - recovery and anti - recovery on frontline employees＇ emotions and behavior. The results showed that spiritual recovery or material recovery can bring positive emotions and organizational citizenship behavior, but it can not bring negative emotions and counterproductive work behavior to the staff. However, no - recovery or anti - recovery can bring negative emotions and counterproductive work behavior rather than the positive emotions and organizational citizenship be- havior. What＇s more, the impact of anti - recovery on employee＇s negative emotions and counterproductive work behavior is greater than no - recovery＇s ; Second, the effect of material recovery on employees＇ positive emotions and organizational cit- izenship behavior is greater than spiritual recovery＇s, and the income and degree of education of employees have a certain impact on the outcome of material recovery and spiritual recovery. Finally, there exists a significantly positive correlation between employees＇ positive emotion and organizational citizenship behavior, and a significantly negative correlation between employees＇ positive emotion and counterproductive work behavior. However, there is a significantly positive correla- tion between employees＇ negative emotions and counterproductive work behavior, and a significantly negative correlation between employees＇ negative emotions and organizational citizenship behavior.