【作者】 黄洁；

【导师】 陈志军； 陈忠卫；

【作者基本信息】 山东大学 ， 企业管理， 2016， 博士

【摘要】 辱虐管理指的是组织中存在领导利用权力用隐蔽的方式虐待下属的现象,这种对员工的冷暴力行为虽然没有肢体冲突,也会对员工造成伤害并且影响到组织内部。虽然对这种现象真正系统的理论研究起步较晚,但已有证据表明辱虐管理对员工的认知、态度、心理、情绪、行为、家庭冲突以及组织氛围等有非常广泛的负向影响。学者们从对角色内绩效和角色外绩效两个角度来分析辱虐管理对员工正面行为的影响。辱虐管理对正面工作行为的影响集中于对工作绩效、服务绩效等方面的影响研究上；对于辱虐管理对员工角色外绩效的影响,较多的是集中于对员工的角色外行为比如组织公民行为(OCB)和建言行为的影响研究上。辱虐管理对员工负面工作行为的影响集中在辱虐管理对反生产行为、攻击主管行为及各种组织偏差行为的影响研究上。虽然诸多研究的视角取得了非常好的研究成果,但从未有研究关注辱虐管理对顾客服务主动性行为的影响,而后者是服务业中员工行为方面的重要变量；从未有研究从社会认知理论来研究辱虐管理对员工人际偏差行为的影响机制,而员工的认知是对员工行为非常关键的影响因素。由于服务产品的无形性、异质性、不可储存以及生产与消费的同时性等特点,员工的行为从某种意义上来讲,服务型企业中员工是企业成败的核心要素。在竞争日益激烈的市场中,服务一线员工如何高质量地传送服务获得顾客的肯定和喜爱,是学术和实践界非常重要的一个主题。本研究将从社会交换理论的角度研究辱虐管理对服务一线员工顾客服务主动性行为的影响,从社会认知理论的视角研究辱虐管理对员工人际偏差行为的影响。本研究在分析前人文献的基础上,希望通过实证研究探讨存在于组织中的冷暴力——辱虐管理对员工工作行为(顾客服务主动性行为、员工人际偏差)的影响,从实际的组织情境出发进一步确定辱虐管理与两个因变量的影响机制,并识别这种影响作用的边界。具体说来,本研究主要研究以下问题：1.辱虐管理对服务一线员工的正向行为即顾客服务主动性行为会产生怎样的影响作用。2.辱虐管理对于服务一线员工的负向行为即人际偏差行为的会产生什么样的影响作用。3.辱虐管理对顾客服务主动性行为影响机制如何。4.辱虐管理对人际偏差行为的影响机制如何。5.辱虐管理与顾客服务主动性行为或人际偏差的关系中是否有边界条件,即个体的归属需要在辱虐管理与顾客服务主动性行为或人际偏差行为的关系中是否有影响作用。本文通过文献分析法、问卷调查法和实证分析法得出以下主要研究结论：辱虐管理对员工的顾客主动服务性行为具有显著的负向影响,情感承诺和顾客导向在辱虐管理与顾客主动服务性行为之间的关系中起着依次中介的作用,归属需要在辱虐管理与情感承诺之间的关系中起调节作用,归属需要越高,辱虐管理对情感承诺的负向影响效应就越强；辱虐管理对员工的人际偏差行为具有显著的正向影响,情绪耗竭和道德推脱在辱虐管理与人际偏差行为之间的关系中起着依次中介作用,归属需要在辱虐管理对情绪耗竭的影响过程中起调节作用,员工的归属需要越高,辱虐管理对情绪耗竭的正向影响效应就越强；另外,辱虐管理对道德推脱除了通过情绪耗竭间接的影响以外,还可以对道德推脱起到直接的影响作用。在实证研究结论的基础上,本文就管理人员的选拔、任用、管理,提升管理人员的人际和沟通技能、不同员工的不同管理方式以及培养员工情商和积极工作心态等方面给出了具体的建议和对策,希望给服务行业的企业人力资源管理有一些有用的启示。本文的创新之处有三：1.将顾客服务主动性行为引入辱虐管理的后果研究中。在服务业内顾客服务主动性行为是一种非常普遍的员工角色外行为,对提升顾客体验有重要影响,因此本研究不仅丰富了辱虐管理后果变量的研究,还将有利于扩充员工行为的研究,为领导理论和服务管理理论的完善打下坚实的基础。2.探索了辱虐管理对员工正面行为和负面行为不同的影响机制。本研究在社会交换理论基础上引入了情感承诺和顾客导向这两个连续的中介变量,发现了辱虐管理对于顾客服务主动性行为影响的新路径。在社会认知理论的基础上引入了情绪耗竭和道德推脱这两个连续的中介变量,发现了辱虐管理对于员工人际偏差行为影响的新路径。这两条新路径的发现,对辱虐管理与员工工作行为的关系作出新的诠释。3.识别了从辱虐管理到员工工作行为的关键调节变量——归属需要。辱虐管理是一种个体的主管感知,先前的研究忽略了归属需要不同的员工对辱虐管理的感知不一样,同时即使是遭受到同样的辱虐管理的员工,因为其归属需要的水平不同,选择应对的方式也大不一样。通过对归属需要的调节效应的研究为破坏型领导对员工行为的关系研究提供新思路,弥补了现有研究的不足。本文的理论意义在于：1.探讨了辱虐管理这种负面的管理行为和归属需要这个员工心理特征对于顾客服务主动性行为的影响,丰富前因变量的研究。已有研究发现个体特质和任务的特征会是顾客服务主动性行为的重要的影响因素,如主动性人格、情感承诺、自我效能感及任务的复杂性和任务的自主性与顾客服务主动性行为正向相关；个体所处情境也是重要的影响因素,参与型领导和变革型领导都将促进顾客服务主动性行为2.深入分析服务行业内辱虐管理对员工工作中正面行为和负面行为的影响,拓展了辱虐管理的相关理论。在服务业这个员工和顾客高接触的行业内,将员工的顾客服务主动性行为和人际偏差行为纳入员工工作行为的框架,并深入分析辱虐管理对这两个后果因素的影响,拓展延伸了辱虐管理的相关理论。3.识别服务业内辱虐管理对一线员工工作行为的影响机制和作用边界。从不同的理论视角出发,探讨服务业内辱虐管理的影响机制。具体来说,从社会交换理论的视角解释辱虐管理对顾客服务主动性行为的影响机制,从社会认知理论的视角解释辱虐管理对于员工人际偏差的影响机制并探讨个体心理特征的不同对于这种作用机制的影响。通过实证分析,深化了本土文化内服务行业辱虐管理对一线员工行为影响机制的研究。本文的实践意义在于：1.揭示了管理者的负向的领导方式危害,服务性的企业要提升顾客体验、提高服务绩效需要重视组织中管理者的巨大影响力。不仅要提倡积极、开明的领导方式,还要尽量避免辱虐管理这样的负向领导行为。2.通过影响机制的探索,揭示了员工正面行为和负面行为的更深层次的动机,为服务型企业管理实践中提高一线员工绩效提供了借鉴。企业要提升服务水平、提高企业竞争力,不仅要重视一线员工的角色外服务绩效即顾客服务主动性行为,防范员工在组织中的人际偏差行为,还要了解提升正面绩效,降低或者消除负面行为的有效途径。3.通过识别辱虐管理影响一线员工正面行为和负面行为两种机制的边界,揭示不同类型的员工应该采取不同的激励和管理方式。通过对归属需要这个员工心理特征的实证分析,为服务型企业如何针对归属需要水平不同的员工采取不同的管理和激励方式提供了借鉴。更多还原

【Abstract】 Abusive supervision is a kind of phenomenon, that is, supervisors use their power to maltreat their subordinates covertly in the organization. This kind of cold violence excludes physical contact, but it still does harm to the employees and influences the organization negatively. Although the systematic theories on abusive supervision are developed late, many evidences have already shown that abusive supervision has negative influences on employees’ recognition, attitude, psychology, feelings, behavior, family conflict and organizational environment. Researchers analyzed the influences of abusive supervision on employees’ positive behavior from perspectives of role performance and role external performance. The former includes the influences on employees’ job performance or service performance; the latter includes the influences on employees’ organizational citizenship behaviors and voice behaviors. As far as the influences of abusive supervision on employees’ negative behaviors are concerned, they mainly include the influences on counterproductive work behaviors, aggressive behaviors and organizational deviant behaviors. Many researchers have made great achievements from different perspectives, however, so far there is no research discussing the influences of abusive supervision on employee proactive customer service performance and there is no research analyzing the influence mechanism of abusive supervision on employee interpersonal deviance behavior based on social cognitive theory.This research will interpret the influences of abusive supervision on frontline employees’ proactive customer service performance based on social exchange theory and its influences on employees interpersonal deviance behaviors based on social cognitive theory. Based on the current literature, beginning with the actual organizational context, this research will explore the influence mechanism of abusive supervision on the employees’ behaviors, especially proactive customer service performance and interpersonal deviance behaviors. Specifically, the research questions include:1) What kinds of influence will generate from abusive supervision on proactive customer service performance for those frontline employees? 2) What kinds of influence will generate from abusive supervision on interpersonal deviance behaviors for those frontline employees? 3) How about the influence mechanism of abusive supervision on proactive customer service performance? 4) How about the influence mechanism of abusive supervision on interpersonal deviance behaviors? 5) Whether the need for affiliation acts as the moderating variable between abusive supervision and proactive customer service performance or interpersonal deviance behaviors?According to literature review, questionnaire survey and empirical study, this research draws the conclusions as following:There is a significant negative association between abusive supervision and proactive customer service performance. Affective commitment and customer orientation act as mediating variables between the above two variables successively. The need for affiliation is the moderating variable between abusive supervision and affective commitment, which means that higher the need for affiliation is, more significant the negative influence of abusive supervision on affective commitment will be. There is a significant positive association between abusive supervision and interpersonal deviance behaviors. Emotional exhaustion and moral disengagement act as mediating variables between the above two variables successively. The need for affiliation is the moderating variable between abusive supervision and emotional exhaustion, which means that higher the need for affiliation is, more significant the positive influence of abusive supervision on emotional exhaustion will be.There are three innovations for this research. Firstly, this study introduces proactive customer service performance as the outcome variable of abusive supervision. The proactive customer service performance is a kind of typical role external behavior, which can improve customers’ experience. This study not only enriches outcome variables of abusive supervision, but also expands the research of employees’ behaviors. Secondly, this study explores the different influence mechanisms of abusive supervision on employees’ positive and negative behaviors. Based on social exchange theory, this study introduces affective commitment and customer orientation as the mediating variables between abusive supervision and proactive customer service performance, and then finds the new influencing path from abusive supervision on proactive customer service performance. Based on the social recognition theory, this study introduces emotional exhaustion and moral disengagement as the mediating variables between abusive supervision and interpersonal deviance behaviors, and then finds the new influencing path from abusive supervision on interpersonal deviance behaviors. These two new paths can better explain the relationship between abusive supervision and employees’work behaviors. Thirdly, this study identifies the need for affiliation as the key moderating variable between abusive supervision and employees’ work behaviors. Abusive supervision is a kind of subjective perceptions. Most research ignored the fact that if the need for affiliation is different for those employees, their perceptions on abusive supervision and their reactions will be much different. By considering the moderating effects of the need for affiliation, this study provides a new perspective to explore the relationship between destructive leadership and employees’ work behaviors.There are several theoretical significances for this study. Firstly, abusive supervision and the need of affiliation enrich the antecedent variables of proactive customer service performance. Secondly, it expands the related theories by analyzing the influences of abusive supervision on employees’ positive and negative work behaviors. Thirdly, this study identifies the influencing mechanism of abusive supervision on employees’ work behaviors from the perspectives of different theories.There are also some practical significances for this study. Firstly, this study has revealed the harms of destructive leadership and point out that it is more important for service enterprises to have positive and enlightened leaders in order to improve customer experience and service performance. Secondly, according to exploring the influence mechanism, this study reveals the deep motivations of employees’ positive and negative behaviors, which can help to improve the service performance for those frontline employees. Thirdly, according to identify the boundaries of influence mechanism of abusive supervision on employees’ positive and negative work behaviors, this study reveals that different employees need different motivation methods. The empirical analysis on the need of affiliation makes it possible for the service enterprises to formulate different management and motivation methods for those employees with different needs of affiliation.更多还原