人力资源管理强度影响服务导向组织公民行为的实证研究——组织承诺的中介作用和象征性雇主品牌的调节作用

An Empirical Study on the Influential Mechanism between HRM Strength and Service-oriented OCB:The Mediating Effect of Organizaitonal Commitement and the Moderating Effect of Symbolic Employer Brand

尽管已有大量研究探讨服务导向组织公民行为的前因及其影响机制,但关于象征性雇主品牌(内容型变量)和人力资源管理强度(过程型变量)在对员工服务导向组织公民行为的共同影响过程中是否存在“相得益彰”的效应问题,仍缺乏实证探究。笔者基于社会交换理论和社会信息加工理论,构建了人力资源管理强度、象征性雇主品牌、组织承诺对服务导向组织公民行为的影响研究模型,使用100对来自中国金融服务企业的配对问卷调查数据,利用层次回归分析方法,对该模型有调节的中介效应等进行了检验。研究证实,组织承诺在人力资源管理强度对服务导向组织公民行为的影响中起部分中介作用;象征性雇主品牌在组织人力资源管理强度对组织承诺的影响关系中存在显著负向调节效应,人力资源管理强度和象征性雇主品牌在对员工服务导向组织公民行为的影响过程中是替代关系,而非互补关系。本研究拓展了服务导向组织公民行为的影响理论构建,纠正了人力资源管理强度和象征性雇主品牌在促发员工服务导向组织公民行为中“彼倡此和,相得益彰”的直觉偏误,为服务企业改善一线员工服务质量提供了管理启示。

Although the research on service-oriented OCB is profound,few empirical studies focus on the integrated influential mechanism on human resource management strength(process antecedent),symbolic employer brand(content antecedent)and service-oriented OCB.Based on the theory of social exchange and social information processing,authors constructed a research model on the impact of human resource management strengthand symbolic employer brand on service-oriented OCB.Through hierarchical regression analysis,the study conducted an empirical study on 100 pairs of matching questionnaire survey data from Chinese financial companies.The empirical study finds that organizational commitment has a mediation effect between human resource management strength andservice-oriented OCB;symbolic employer brand moderate negatively the influence process between human resource management strength and organizational commitment.Human resource management strength and symbolic employer brand are alternative rather than complementary in the influencing process on service-oriented OCB.The research expands the influencial theory building of service-oriented OCB,and corrects the intuitional bias about the mutual promotion between human resource management strength and symbolic employer brandin the influencing process on service-oriented OCB.The findings have valuable implications for service quality improvement in service industry.