资源视角下顾客授权行为的赋能效应研究

Research on the Enabling Effects of Customer Empowering Behaviors from the Perspective of Resources

基于资源保存理论,通过收集三阶段主管与员工配对的数据,探讨顾客授权行为对员工面向自身结果 (工作满意度)和面向顾客结果 (顾客导向的组织公民行为)的赋能效应及其作用机制。基于365份有效问卷的数据分析结果显示:顾客授权行为对工作满意度和顾客导向的组织公民行为存在正向影响;和谐式工作激情在顾客授权行为与工作满意度和顾客导向的组织公民行为之间起中介作用;工作自主性不仅对顾客授权行为与和谐式工作激情的关系起调节作用,而且调节和谐式工作激情在顾客授权行为与工作满意度和顾客导向的组织公民行为之间的中介效应。该研究不仅在理论上丰富了关于顾客授权行为的文献资料,而且在实践上为提升一线服务员工工作满意度和顾客导向的组织公民行为提供了有价值的参考。

Based on the resou rce conservation theory, this paper explores the enabling effect of customer empowering behaviors on employees’ self-oriented outcome(job satisfaction) and customer-oriented outcome(customer-oriented organizational citizenship behavior) and its mechanism of action by collecting the supervisor-employee matching data in the three stages. The results of the data analysis based on 365 valid questionnaires show that customer empowering behaviors have a significant positive impact on job satisfaction and customer-oriented organizational citizenship behavior, that harmonious work passion plays a mediating role between the customer empowering behaviors and job satisfaction and the customer-oriented organizational citizenship behavior, and that job autonomy not only moderates the relationship between customer empowering behaviors and harmonious work passion,but also moderates the mediating effect of harmonious work passion between the customer empowering behaviors and job satisfaction and the customer-oriented organizational citizenship behavior. This study not only enriches the literatures on customer empowering behaviors in theory, but also provides valuable implications for improving the job satisfaction and customer-oriented organizational citizenship behaviors of frontline service employees in practice.