服务团队心理资本的培养和作用机制研究

The Development and Function of Team Psychological Capital in Service Organization

心理资本是正面组织行为研究的核心概念。服务团队成员之间的情感渲染、信息交流和相互示范可以在团队层面形成集体心理资本。通过对服务团队的员工及其主管进行实证研究,探讨团队集体心理资本的影响因素及其作用机制。其研究结果表明,主管对团队成员的支持和团队成员的相互支持有助于培育团队的集体心理资本,团队集体心理资本直接增进团队成员的敬业度,进而促使他们表现出更多正面的服务行为,提高工作绩效。

Psychological capital is a new construct coined by the precursors of positive organizational scholarship. Collective psychological capital can be built on team-level by emotional contagion, communication and modeling among service team members. The authors have conducted an empirical study in 33 customer contact teams to explore the antecedents and functions of collective psychological capital in a team. Survey data are collected from 189 service employees and their supervisor. Results indicate that supervisor support and the team members ＇ reciprocal support contribute to develop the collective psychological capital in team. Collective psychological capital promotes the team members＇ work engagement then actuates more positive service behaviors and improves their job performance indirectly. Finally, the implications of these findings and limitations are discussed.