【作者】 李媛；

【导师】 成志明；

【作者基本信息】 南京大学 ， 企业管理， 2013， 硕士

【摘要】 长期以来,“顾客永远是对的”,“顾客是上帝”是许多服务型企业经营的信条。事实上,在买方主导的服务消费过程中,顾客过分自我、对员工轻视、言语谩骂和推卸责任的行为却屡见不鲜。顾客对待员工的这种不公平行为长期以来在企业追求顾客满意度最大化的过程中被忽视,但是对员工情感上的伤害和服务绩效上的负面影响却未曾因为企业奉行的“顾客至上”理念而不存在。本文关注中国情境下餐饮企业日常顾客不公平行为与一线员工服务绩效之间的关系。在总结了相关文献之后,基于情感理论与资源理论检验个体情感与资源变量以及组织资源变量对一线员工感知的顾客不公平行为与服务绩效之间关系的调节作用。在收集了南京一家中餐餐饮集团旗下的四家消费群体定位类似的中餐酒家295个一线员工样本数据之后,通过回归分析,结果表明一线员工感知的顾客不公平行为显著负向预测员工服务绩效,个体情感变量负面情绪对一线员工感知的顾客不公平行为与服务绩效之间的关系显著正向调节,个体资源变量相关工作年限与对组织的服务承诺对一线员工感知的顾客不公平行为与服务绩效之间的关系显著负向调节,组织资源变量授权对一线员工感知的顾客不公平行为与服务绩效之间的关系部分负向调节,工作现场的组织形态对一线员工感知的顾客不公平行为与服务绩效之间的关系显著调节。个体情感变量情绪调节自我效能感对一线员工感知的顾客不公平行为与服务绩效之间关系的调节作用未得到实证支持。更多还原

【Abstract】 "Customer is always right","Customer is the god", which is the service principle of hospitality industry for quite a long time. But actually in client-dominant service industry, it’s not a piece of news that customers overstress themselves, customers look down service employees with abusive language and shirk their own responsibilities. Customer mistreatment does harm to employee’s emotions and service performance even though it has been ignored as the organization always puts customer satisfaction first.This article mainly studies on the relation of daily customer mistreatment and employee service performance in Chinese restaurants, whether individual-level emotion-based variables, individual-level and unit-level resource-based variables play a role as moderator or not.By regression analysis from4Chinese restaurants’295daily surveys owned by a Nanjing food&beverage group, the conclusion is found that customer mistreatment significantly negatively predicts employee service performance. In addition, in terms of individual-level emotion-based variable, employees’negative affectivity exacerbates the effect of customer mistreatment on employee service performance, whereas individual-level resource-based variables employee commitment to organizational service rules and relevant job tenure weaken such effect. In terms of unit-level resource-based variables, empowerment partially weakens the effect of customer mistreatment on employee service performance, and teamwork also weakens the effect of customer mistreatment on employee service performance. But the individual-level emotion-based variable self-efficacy to emotion regulation’s moderating effect is not supported.更多还原