管理教练、权变奖励、组织公民行为与B2B顾客满意

Managerial Coaching,Contingent Reward,Organizational Citizenship Behavior and B2B Customer Satisfaciton

本文构建了一个有关主管行为、组织公民行为和B2B顾客满意的概念模型并加以检验。研究发现(1)销售人员的组织公民行为对于B2B顾客满意具有显著正向影响;(2)销售人员组织公民行为对B2B顾客满意的影响受环境不确定性的正向调节;(3)感知的管理教练行为和权变奖励均对销售人员的情感性组织承诺和组织公民行为具有正效应;(4)情感性组织承诺是主管行为对员工组织公民行为影响的中介变量;论文最后阐述了研究的管理内涵以及未来的研究方向。

The authors develop and test a theoretical model that specifies the relationship between supervisor＇s behaviors, organizational citizenship behavior and B2B customer satisfaction. The results show that （1） salesperson＇ s organizational citizenship behaviors positively influence B2B customer satisfaction, （2）the relationship between salesper- son＇s organizational citizenship behaviors and B2B customer satisfaction is moderated by environmental uncertainty, （3） perceived managerial coaching behaviors and contingent reward positively influence salesperson＇s commitment to organization, （4）organizational commitment mediate the relationships between managerial behaviors and salesperson＇s organizational citizenship behaviors. The managerial implications and directions for future research are proposed.