【作者】 郑睿；

【导师】 周明建；

【作者基本信息】 哈尔滨工业大学 ， 工商管理， 2023， 硕士

【摘要】 积极顾客员工关系的维系常被视为服务人员单方面的义务,但仅靠一方努力的顾客员工关系难以为继。没有顾客的积极回应,员工积极工作的动力终会耗竭。因此,顾客感恩行为这一积极事件的重要性日益凸显。然而,以往的研究更多关注了关系维持中的员工作用以及顾客行为的消极面,较少关注顾客感恩行为这一积极事件对于员工的影响。同时,已有研究在顾客感恩行为如何以及何时能够影响员工上具有一定缺憾,因此对于顾客感恩行为影响员工工作结果的作用机制还需进一步深入。基于以上背景,本研究以护士作为研究对象,采用横截面调查法和日记调查法,基于认知评价理论和公共服务动机理论,引入公共服务动机为中介变量,领导辱虐管理为调节变量,构建了一个有调节的中介模型,探讨顾客感恩行为对员工工作结果(顾客导向组织公民行为、工作投入、职业召唤)影响的中介机制和调节机制。通过对953份横截面问卷数据(实证研究1:横截面调查)和180个护士的1112份配对数据(实证研究2:日记调查)的统计研究发现:顾客感恩行为对员工工作结果(顾客导向组织公民行为、工作投入、职业召唤)具有显著的正向影响;员工的公共服务动机在顾客感恩行为和员工工作结果的关系中起部分中介作用;领导的辱虐管理风格在个体间层面负向调节了顾客每日的感恩行为在个体内对员工每日公共服务动机的正向影响。本研究丰富了顾客员工关系的研究,关注了顾客积极行为对员工工作结果的影响,为员工激励提供了新思路。同时丰富了顾客感恩行为影响员工工作结果的作用机制研究和边界条件,为更好地发挥顾客感恩行为的积极作用提出了实践建议。更多还原

【Abstract】 Maintaining positive customer employee relationships is often seen as a unilateral obligation of service personnel.However,customer employee relationships that rely solely on one party’s efforts are difficult to sustain.Without positive customer responses,the motivation for employees to work will eventually be exhausted.Therefore,the importance of customer gratitude behavior as a positive event is becoming increasingly prominent.However,previous studies have focused more on the role of employees in relationship maintenance and the negative aspects of customer behavior,with less attention paid to the positi ve impact of customer gratitude behavior on employees.At the same time,existing research has some shortcomings in how and when customer gratitude behavior can affect employees.Therefore,further research is needed on the mechanism by which customer gratitude behavior affects employees’ work outcomes.Based on the above background,this study takes nurses as the research object and adopts cross-sectional survey and diary survey methods.Based on cognitive appraisal theory and public service motivation theory,a moderated mediation model was constructed by introducing public service motivation as the mediating variable and abusive supervision as the moderating variable.This study explores the mediating and moderating mechanisms of the impact of customer gratitude behavior on employees’ work outcomes(customer oriented organizational citizenship behavior,job engagement,and career calling).Through statistical research on 953 cross-sectional questionnaire data(empirical study 1: cross-sectional survey)and 1112 paired data from 180 nurses(empirical study 2: diary survey),it was found that: Customer gratitude behavior has a significant positive impact on employees’ work outcomes(customer oriented organizational citizenship behavior,work engagement,and career calling).Public service motivation of employees plays a partial mediating role in the relationship between customer gratitude behavior and employees’ work outcomes.Abusive supervision in the between-person level can significantly moderate the positive impact of daily customer gratitude behavior on employees’ daily public service motivation in the within-person level.This study enriches the research on customer employee relationships.It focuses on the impact of positive customer behavior on employee s’ work outcomes,providing new ideas for employee motivation.At the same time,it enriches the research on the mechanism and boundary conditions of the impact of customer gratitude behavior on employees’ work outcomes,and proposes practical suggestions for better leveraging the positive role of customer gratitude beha vior.更多还原