领导待我有异,我待顾客有别:差异化授权领导与员工主动服务绩效关系探析

Employees Treat Customers the Same Way as They Are Treated by Their Managers:The Relationship between Differentiated Empowering Leadership and Employee Proactive Customer Service Performance

基于主动动机模型(the model of proactive motivation),本研究探讨了差异化授权领导如何以及何时影响员工的主动服务绩效。以来自两家中高档酒店的321位员工和92位团队领导为样本,通过问卷配对、采用跨层次分析方法,研究发现,差异化授权领导通过负向影响员工的和谐激情,降低了员工的主动服务绩效。员工权力距离感削弱了差异化授权领导对员工和谐激情的负面影响,即权力距离感低时,差异化授权领导与员工和谐激情的负向关系更强,权力距离感高时,负向关系则不显著。最终,本研究建立了一个被调节的中介模型,即权力距离感调节差异化授权领导通过和谐激情对员工主动服务绩效的间接负向影响。

Based on the proactive motivation model,the present research examines how and when differentiated empowering leadership influences employees’proactive customer service performance.Using 321 employees matched with 92 team leaders in hotel industry as sample,our hierarchical linear analysis shows that differentiated empowering leadership negatively influences employees’harmonious passion,and in turn,reduces their proactive customer service performance.In addition,the power distance perceived by employees mitigates the negative effect of differentiated empowering leadership on employees’harmonious passion in such a way that the negative effect is especially significant when the power distance perception is weak and less significant when power distance perception is strong.Finally,the present study establishes a moderated mediation model in which power distance perception moderates the indirect negative relationship between differentiated empowering leadership and employees’proactive customer service performance via employee harmonious passion.