顾客非理性行为对服务导向公民行为的作用机制——基于应激源—紧张理论视角被引量：1

The Effect Mechanism of Customers' Irrational Behaviors on Service-oriented Citizenship Behaviors——From the Stressor-strain Perspective

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摘要当所有目光都聚焦于接触顾客员工如何满足顾客的需求时,却忽略了顾客非理性行为对接触顾客员工也具有重要影响。基于应激源—紧张理论视角,通过对270名服务员工的调查,运用SPSS和AMOS分析工具,揭示了顾客非理性行为如何作用于服务导向公民行为。研究结果表明:顾客非理性行为正向影响工作压力;工作压力正向影响情绪枯竭;情绪枯竭负向影响服务导向公民行为的三个维度,即服务员工的忠诚度、参与度与遵从度;在工作压力与服务导向公民行为之间,情感枯竭起中介作用。 While most managers focus on training their service employees how to satisfy customers,they tend to neglect the effect of customers’irrational behaviors on service employees.From the stressor-strain perspective,270 service employees were surveyed by adopting SPSS and AMOS analytical tools so as to reveal how consumers’irrational behaviors affect service-oriented citizenship behaviors.The results showed that customers’ irrational behaviors have positive effect on job stress,which has positive effect on emotional exhaustion;emotional exhaustion has negative effect on the three dimensions of service-oriented citizenship behaviors, namely,loyalty,participation as well as obedience,and it mediates between job stress and service-oriented citizenship behaviors.

作者杨勇刘喆孙福权

机构地区东北大学秦皇岛分校管理学院

出处《东北大学学报（社会科学版）》 CSSCI 北大核心 2016年第2期152-158,共7页 Journal of Northeastern University(Social Science)

基金国家自然科学基金资助项目(71272162 71202152) 辽宁社会科学规划基金一般资助项目(L15BGL036) 河北省高等学校青年拔尖人才计划资助项目(BJ201607)

关键词顾客非理性行为工作压力情绪枯竭服务导向公民行为 customers'irrational behavior job stress emotional exhaustion service-oriented citizenship behavior

分类号 F406.15 [经济管理—产业经济]

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