职场不文明行为对服务破坏的影响——基于道德认知视角的解释

The Impact of Workplace Uncivilized Behaviors on Service Sabotage:An Interpretation from the Perspective of Moral Cognition

基于道德认知视角分别探讨主管和顾客不文明行为对员工服务破坏行为的作用机制。利用对216名员工及其主管的两阶段配对调查数据的研究发现:主管和顾客不文明行为均显著正向影响员工服务破坏行为;道德推脱在主管和顾客不文明行为与员工服务破坏行为的关系中起中介作用;道德认同不仅正向调节着顾客不文明行为与道德推脱之间的关系,还正向调节顾客不文明行为—道德推脱—服务破坏行为这一中介机制。本研究的结论为服务性企业对不文明行为的干预管理提供了理论参考。

From the perspective of moral cognition, this paper explores the action mechanism of uncivilized behaviors of both supervisors and customers on the sabotage of employee＇s service respec- tively. Through a two-stage paired survey of 216 employees and supervisors, it is found that the un- civilized behaviors of both the supervisors and the customers can all impact the sabotage of employ- ee＇s services significantly and positively, that moral disengagement can play an intermediary role in the relationship between the uncivilized behaviors of both the supervisors and the customers and the sabotage behaviors on employee＇s service, and that the moral identify can not only positively regulate the relationship between customers＇ uncivilized behaviors and moral disengagement, but also positively regulate the intervening mechanism of customers＇ uncivilized behaviors-moral disengagement-service sabotage. The conclusion of this study can provide some theoretical references for the service enter- prises to management and intervene the uncivilized behaviors.