领导容错行为能否提高员工的积极性?——一项跨层次研究

Can Leader’s Tolerance Behavior Foster Employee’s Proactivity? A Cross-Level Analysis

面对复杂多变的服务环境,一线服务员工不免出现工作差错,这时领导的容错行为将对员工产生什么影响?能否促使员工采取更为积极主动的工作行为?对群体(部门或团队)层面有何影响?以往很少有研究关注领导容错对群体和个体层面的共同影响,本文将基于社会信息加工理论,探究领导的容错行为对员工顾客服务主动性行为的影响,并分别从群体层面和个体层面探讨主动性氛围、心理安全感在前两者间所起的跨层次中介作用,以及主动性氛围和心理安全感对顾客服务主动性行为产生的跨层次交互影响。在对351名员工样本进行高层面汇聚后,运用多层线性模型分析得出:(1)领导容错能够促进员工的顾客服务主动性行为;(2)领导容错在群体层面和个体层面分别通过主动性氛围和心理安全感影响顾客服务主动性行为;(3)主动性氛围和心理安全感能够跨层次交互作用于顾客服务主动性行为。

Due to the influence of subjective and objective factors,it is unavoidable for employees to make mistakes in their work.If leaders can differentiate the errors according to their nature,degree and impact,and give the employees who make minor errors a chance to make up for their mistakes,it will be helpful for them to give positive feedback and improve their loyalty to the organization.Leader's tolerance of minor errors of subordinates will form leader's tolerance behavior at a higher level,which can prompt employees to reflect on and learn from errors,and avoid the same problems in the future.At the same time,Leader's tolerance gives employees more opportunities to put forward different opinions,so as to stimulate employees to pay more attention to work behavior,and provide suggestions for the development of team and organization,which will help to maintain the harmony,unity and stability of the organization.Although leader's tolerance plays an important role in improving employee's work and organizational cohesion,there are still some deficiencies in the current research on leader's tolerance.Few scholars have explored the mechanism of leader's tolerance on employee's attitudes and behaviors.In order to make up for this research gap,this paper will explore the mechanism of the impact of leader's tolerance on group context and individual behavior from the group level and individual level.The subjects of this study are front line service workers from different types of companies in Guilin and Zhengzhou.A total of 483 service workers participated in the survey.Based on social information processing theory,this paper explores the influence of leader's tolerance behavior on employee's proactive customer service performance,and also investigates the cross level mediating role of initiative climate and psychological safety from the group level and individual level respectively,as well as the cross level moderating effect of initiative climate between psychological safety and proactive customer service performance.The results show that:(1)Leader's tolerance can promote employee's proactive customer service performance;(2)Leader's tolerance affects employee's proactive customer service performance through initiative climate at group level and psychological safety at individual level respectively;(3)Initiative climate and psychological safety have cross level interaction effect on proactive customer service performance.This study further enriches the research of leadership behavior theory.Firstly,this study clarifies and deepens the research on the concept of leader's tolerance behavior.Secondly,this study reveals the mediating role of initiative climate at group level and psychological safety at individual level,and the interaction between initiative climate and psychological safety on employee's proactive customer service performance.Thirdly,this study makes an empirical analysis of the effectiveness of leader's tolerance behavior from the perspective of social information processing.The practical enlightenment and significance of this study are as follows:Firstly,for employees,leader's tolerance can alleviate their work anxiety and stress,promote employee's perception of psychological safety,and explore work behaviors that are more conducive to improving organizational performance.For an organization,employees are an important resource for the stable and long term development of the organization.Leader's tolerance can give employees more opportunities to generate more feedback behavior,which will be helpful to the unity and harmony of the organization.Secondly,managers need to recognize the competitive advantages that the initiative climate brings to the organization and use it.Only by creating an initiative climate at the group level to enhance employee's awareness and enthusiasm,can employees recognize that they need to be more careful and proactive in meeting customer needs.Finally,the organizational manager should also clarify the boundaries while taking leader's tolerance behaviors.At the same time,it is necessary for employees to correctly understand the ideas and intentions of leader's tolerance.