辱虐管理对服务偏差的影响机制:一项日记追踪研究

Effect of Abusive Supervision on Service Deviance: A Daily Diary Study

文章基于情感事件理论,从组织内部视角探究员工每天实施服务偏差行为的动态机制,即每日辱虐管理通过每日消极情绪正向影响每日服务偏差的动态作用机制。同时,基于控制理论探讨组织伦理氛围在服务偏差形成机制中的干预效果。通过对餐饮服务业73名员工连续一周的追踪调研数据分析发现,每日辱虐管理对每日服务偏差具有显著的正效应,每日消极情绪在该机制中起完全中介作用,自利氛围能显著削弱每日消极情绪对每日服务偏差的正效应,关怀氛围、规则氛围的调节作用不显著。研究结论对服务业有效抑制服务偏差行为,对提高服务质量具有理论和实践意义。

Based on the affective events theory and control theory,this paper constructs a dynamic mechanism of daily abusive supervision influencing employees daily service deviance behavior through employees negative emotions.The study was conducted among 73 employees from food service organizations,who filled in a diary questionnaire for five consecutive working days.The results showed that daily abusive supervision had a significant positive effect on daily service deviance behavior;negative emotion mediated the positive relationship between daily abusive supervision and daily service deviance behavior;instrumental climate moderated the relationship between daily negative emotion and daily service deviance behavior.The moderation effect of rules climate and caring climate in this mechanism was not significant.The research conclusions are conducive to the organization to more effectively intervene in service deviance behavior.