【作者】 刘芳；

【导师】 杨付；

【作者基本信息】 西南财经大学 ， 人力资源管理， 2021， 博士

【摘要】 随着我国服务业的迅猛发展,服务行业从业人员的数量也骤增,服务人员与顾客之间的关系逐步受到学界和实践界的关注。为了提升服务质量和顾客对服务的满意度,组织对服务人员的态度和行为进行规范化,在态度上要求热情、礼貌、谦卑,在行为上要求细心、灵敏、专注,以期稳定地赢得顾客对品牌的忠诚度,增加组织收益。此类组织服务规范和目标,使得员工和顾客双方地位不平等,顾客的自我意识与维权意识越来越强,对服务人员的服务态度和专业能力要求越来越高,消费者权益保护组织有关数据表明,消费者的投诉率近几年呈指数上升。更严重的是,在服务过程中,还衍生出顾客对服务人员的不公正对待,包括以恩赐的姿态对待员工、挖苦嘲讽员工、抱怨服务品质、向服务人员提出不合理的要求和不切实际的愿望,甚至是辱骂和肢体攻击员工等行为。这些来自顾客的不公正对待大多数不违背法律制度,但是违背了道德规范和人际交往准则,给员工增加了服务难度和心理压力,加剧了员工个体的资源损耗,不利于服务员工的身心健康和服务工作的有序开展。与此同时,在我国―以人为本‖大情境下,全体国民的人本意识都有所提升,也包括广大的一线服务型员工,顾客不公正对待会使员工感受到个体利益受损或社会身份被侵害而产生负面情绪,需要员工消耗大量自我调控资源去抑制负面情绪表达,自控资源的损耗会进一步对员工的态度和行为造成诸多消极影响。因而,本研究认为有必要探析顾客不公正对待对员工的负面态度和行为的影响机理,厘清其中的作用传导机制以及干预机制。本研究基于自我控制力量模型和资源保存理论,构建了顾客不公正对待对员工的替代攻击和工作满意度影响的研究理论模型,旨在剖析顾客不公正对待对员工的态度和行为造成的消极影响,以进一步探索―顾客行为‖到―员工态度/行为‖的作用传导机理。除此之外,还从个体资源视角和工作情境视角探讨了员工的人际敏感性和工作自主性对上述关系的调节作用。具体来说,包括几下几个方面:一是基于自我控制力量模型,构建了顾客不公正对待对员工的替代攻击和工作满意度的影响模型,揭示了顾客不公正对待对员工的态度/行为的负面影响;二是揭示了自我损耗在上述关系中的中介传导作用,构建了顾客不公正对待—自我损耗—员工态度/行为的主效应模型,从理论推导和数据分析两方面验证了主效应模型;三是基于资源保存理论,从员工个体特质资源视角来探究人际敏感性的调节作用,并从理论和实践的视角来分析个体的人际敏感性在―顾客行为‖和―员工态度/行为‖之间的影响;四是从工作情境资源视角来分析员工工作自主性的高低对主效应的影响,解释了工作自主性对顾客不公正对待及其不良后果的干预作用,将顾客不公正对待对员工造成的消极后果控制在一定范围之内,减少员工对同事的替代攻击,抑制员工工作满意度的降低。本研究对顾客不公正对待、自我损耗、替代攻击、工作满意度、人际敏感性和工作自主性已有文献的系统梳理,选取了本研究适用的定义和测量量表。本研究以来自我国成都市、自贡市、南充市、广元市、绵阳市和德阳市的酒店行业一线服务型员工为研究对象,开展了一项ESM研究。采用经验取样法(Experience Sampling Method,ESM)收集数据,分为两个阶段。第一阶段,进行人口统计学变量和稳定的调节变量(包括人际敏感性,工作自主性)的测量,第二阶段进行日志问卷测量(Daily Survey),测量顾客不公正对待、自我损耗、对同事的替代攻击和工作满意度,连续测量一个工作周,于每天下班之前统一填写问卷,确保被试当天工作中的经历、感受、态度和行为能被完整的记录和反映。本研究使用SPSS 20.0和MPLUS 7.4等统计软件对所收集的数据进行分析,对人口统计学变量进行独立样本T检验和方差分析,对问卷进行信度和效度分析,对自变量进行多重共线性检验,以及变量间的区分效度检验和相关性分析,并对各个研究假设进行检验。本研究通过上述实证分析,得出了以下研究结论:(1)顾客不公正对待对员工的态度和行为产生负面影响。本研究发现顾客不公正对待与员工的替代攻击呈正相关,当员工经历顾客不公正对待越多时,消耗的资源就越多,对攻击冲动的抑制能力就越低,就越有可能出现对同事的替代攻击行为;顾客不公正对待与员工的工作满意度呈负相关,顾客不公正对待对于员工来说是一种工作压力源,给员工造成心理压力和服务困难,进而降低员工的工作满意度。(2)自我损耗在顾客不公正对待与员工的态度和行为之间起中介效应。数据分析结果表明,自我损耗在―顾客行为‖与―员工态度/行为‖之间扮演―传导‖角色。具体来说,自我损耗在顾客不公正对待与员工的替代攻击和工作满意度之间均扮演部分中介角色。(3)人际敏感性和工作自主性对顾客不公正对待和自我损耗之间关系的调节作用。数据分析结果表明,人际敏感性和工作自主性在顾客不公正对待与自我损耗之间的调节效应显著。(4)人际敏感性对主效应的整合调节作用。本研究得出,人际敏感性显著调节了自我损耗在顾客不公正对待与替代攻击之间的中介作用,员工的人际敏感性越高,顾客不公正对待通过自我损耗对员工替代攻击的间接作用越弱;反之,此间接作用越强。然而,人际敏感性对顾客不公正对待—自我损耗—工作满意度的整合调节效应不显著。(5)工作自主性对主效应的整合调节作用。工作自主性调节了自我损耗在顾客不公正对待与替代攻击之间的中介作用,员工的工作自主性越高,顾客不公正对待通过自我损耗对员工替代攻击的间接作用越强;反之,此间接作用越弱。然而,工作自主性对顾客不公正对待—自我损耗—工作满意度的整合调节效应不显著,本研究从员工对服务工作的心理预期和研究设计方面来解释可能导致的原因。本研究的意义包括理论和实践两个方面,在理论意义方面:首先,基于自我控制力量模型来探索研究顾客不公正对待,为解释员工对同事的替代攻击的形成和工作满意度的降低提供了新思路;其次,基于自我损耗视角来研究顾客不公正对待对员工态度和行为的影响机理,探索自我损耗在顾客不公正对待与员工对同事的替代攻击、工作满意度之间的解释作用;最后,基于个体差异和工作情境资源视角来探索顾客不公正对待发挥作用的边界条件,为应对顾客不公正对待提供新的缓冲机制。在实践意义方面:一是引起组织对顾客不公正对待的重视,解释了HRM实践中―顾客的行为‖对―员工的态度/行为‖的影响;二是加深管理者对员工的替代攻击和工作满意度降低的形成机理的了解,从而便于采取相应的解决措施;三是提高管理者在HRM实践中对员工的人际敏感性和工作自主性给予程度的重视,缓解顾客不公正对待带来的不良影响。本研究的创新点主要体现在以下几个方面:(1)基于自我控制力量模型,延伸了顾客的―不道德行为‖与员工的―不道德行为‖之间的关系,为抑制员工对同事的替代攻击的形成和工作满意度的降低寻找到一把钥匙。以往对顾客不公正对待的消极结果产出的研究涉及范围很广,然而大多集中于员工自身和―员工—顾客‖方面,对―员工—同事‖的影响研究十分欠缺。本研究基于自我控制力量模型,将顾客不公正对待与员工对同事的替代攻击以及员工对工作的满意度进行了连接,抓住自我损耗这一重要中介作用,有效地揭示员工替代攻击的形成和工作满意度下降的内在作用机理,做到―对症下药‖,真正的减少甚至消除顾客不公正对待引起的员工替代攻击和工作满意度降低现象。这也为企业管理者解决员工消极结果产出提供理论指导,使管理实践者深刻地意识到只有关注员工情绪和身心资源状况,才可以真正的降低顾客不公对待引起的负面态度/行为结果。(2)基于个体差异和工作情境视角,分别揭示了人际敏感性和工作自主性是员工负面行为结果的有效干预机制。本研究在总结了已有顾客不公正对待研究成果后发现,顾客不公正对待很可能会导致员工的自我损耗,但由于不同员工之间存在个体特质差异(如人际敏感性的高低)和工作特征差异(如工作自主性的高低),对员工的影响程度可能会有所不同。本研究借鉴相关理论和研究成果,经过严密的逻辑推理,在理论层面上构建以员工人际敏感性和工作自主性为调节机制的理论框架,这有助于为顾客不公正对待对员工的替代攻击、工作满意度降低提供有效干预路径。这为组织的管理实践提供了理论依据,使管理者在管理过程中关注员工的人际敏感性等个体差异,针对敏感性程度不同的员工进行―因地制宜‖的管理措施,同时适当控制员工工作自主性的给予程度,以降低员工消极态度和行为的出现。(3)基于经验取样法来对研究模型进行探索,找寻到更适合―员工—顾客‖关系情境的研究方式。本研究通过文献整理发现以往对―员工—顾客‖关系情境的研究大多采用静态研究方法,让被试回顾过去一段时间内的经历、感受与行为,受记忆偏差的影响可能不能很准确地反映被试真实的情感、态度和行为,影响模型检验的准确性,与此同时,静态数据能反映出各变量之间的相关关系,但是却不能有效检验变量之间的因果关系。本研究总结了以往研究的不足,基于经验取样法(Experience Sampling Method)采用每日测量(Daily Survey)的方式进行数据收集,分为个体内与个体间两个层面,捕捉个体内变化的动态轨迹,以便更好地理解个体的态度、情感和行为随时间的变化性,进一步明晰变量间的因果关系,并探究个体间差异对个体内动态变化的跨层面调节作用,使研究结果更为准确。更多还原

【Abstract】 With the rapid development of service industry of China,the number of service staff also increased sharply,the relationship between service employee and customers has drawn academic and practical attention gradually.In order to improve the service quality and customer satisfaction towards the service,organizations should standardize the attitude and behavior of the service employee,which requires enthusiasm,politeness and humility in attitude,and carefulness,sensitivity and concentration in behavior,so as to steadily win customer loyalty to the brand and increase the profit of the organization.Service standards and objectives of such organizations make employees and customers unequal in state.Customers have increasingly stronger self-consciousness and awareness of rights protection,as well as higher demands for service employee’s service attitude and professional ability.Relevant data from consumer rights protection organizations showed that the complaint rate of consumers has increased exponentially in recent years.What’s worse,in the service interaction,customer mistreatment towards service staff has also arisen,such as treating employees with a gifted attitude,complaining about the service quality,and even insulting and attacking service staff,as well as include unreasonable requests and unrealistic wishes to service personnel.Most of these mistreatments from customers do not violate the legal system,but violate the ethics and interpersonal communication norms,increase the service difficulty and psychological pressure for employees,and aggravate the resource loss of employees,which is not conducive to the physical and mental health of service employees and the orderly development of service work.At the same time,the ―people-oriented‖ situation in our country,the citizen’s humanistic consciousness was improved as well as including the first-line service staff,customer mistreatment makes employees producing negative emotions as a result of injustice behaviors jeopardizing the interests or violating social identity of staff,which needs to deplete a large amount of employees self-regulation resources to inhibit negative emotional expression,loss of self-control resources further many negative effects on the employee attitude and behavior.Therefore,this study believes that it is necessary to explore the influence mechanism of customer unfair treatment on employees’ negative attitude and behavior,further to clarify the mechanism of action transmission and intervention.This study based on the Strenth Model of Self-control and Conservation of Resources Theory,constructing the theoretical model of customer mistreatment on employees’ displaced aggression towards coworkers and employees’ job satisfaction,which is aims to analyze the customer mistreatment to the negative impact of employee attitude and behavior,to further exploring the ―customers‖ to―employee attitude/behavior‖ the role of conduction mechanism.In addition,the moderating effects of employee’s interpersonal sensitivity and job autonomy on these relationships were also explored from the perspectives of individual resources and work situation resources.Specifically,it includes several aspects:Firstly,based on the Strenth Model of Self-control,the model of the impact of customer mistreatment on employee’s displaced aggression and job satisfaction is constructed,and the negative impact of customer mistreatment on employee’s attitude/behavior is revealed;Secondly,it reveals the mediating role of ego depletion in the above relationship,constructs the main effect model of customer mistreatment-ego depletion-employee attitude/behavior,and verifies the main effect model via theoretical deduction and data analysis.Thirdly,based on the Conservation of Resources Theory,the moderating effect of interpersonal sensitivity is explored from the perspective of individual trait resources,and analyzed the influence of individual interpersonal sensitivity on ―customer behavior‖ to ―employee attitude/behavior‖ from the perspective of theory and practice.Fourth,from the work situation resource perspective to analyze employee’job autonomy how to affect the main effect,explaining the moderating effect of job autonomy for customer mistreatment and its consequences,the customer mistreatment have negative consequences for employees control within a certain range,reducing employees’ displaced aggression towards colleagues and depress the decrease of employee’s job satisfaction.This study systematically reviewed the existing literature on customer mistreatment,ego depletion,displaced aggression,job satisfaction,interpersonal sensitivity and job autonomy,and selected the appropriate definitions and measurement scales for this study.In this study,an ESM study was carried out on front-line service employees in Chengdu,Zigong,Nanchong and Guangyuan in China.Experience Sampling Method(ESM)was used to collect data,which was divided into two stages.The first stage,the stability of demographic variables and control variables(include interpersonal sensitivity,job autonomy)measurements,the second phase use daily survey questionnaire,measuring customer mistreatment,the loss of self,displaced aggression and job satisfaction to colleagues,measuring a week in a row,on a day off work before fill in the questionnaire,to ensure the participants on the same day in the work experiences,feelings,attitudes and behavior can be a complete record and reflect.In this study,statistical software such as SPSS 20.0 and Mplus 7.4 were used to analyze the collected data,analyze the variance of demographic variables,carry out reliability analysis,validity analysis,confirmatory factor analysis,correlation analysis among variables,and test each research hypothesis.Through empirical analysis,this study draws the following conclusions:(1)unfair customer treatment has a negative impact on the attitude and behavior of employees.This study finds that the customer mistreatment is positively correlated with the displaced aggression of employees.When employees experience more customer mistreatment,they consume more resources and have lower ability to inhibit the impulse to attack,so they are more likely to have the displaced aggression on colleagues.The customer mistreatment is negatively correlated with the job satisfaction of employees.For employees,the customer mistreatment is a source of work pressure,which causes psychological pressure and service difficulties for employees,and thus reduces their job satisfaction.(2)Ego depletion has a mediating effect between the customer mistreatment and the attitude and behavior of employees.The results of data analysis show that ego depletion plays an intermediary role between ―customer behavior‖ and ―employee attitude/behavior‖.Specifically,ego depletion plays a partial mediating role between the customer mistreatment and the displaced aggression of employees,and plays a partial mediating role between the customer mistreatment and job satisfaction.(3)The moderating effect of interpersonal sensitivity and job autonomy on the relationship between customer mistreatment and ego depletion.The results of data analysis showed that interpersonal sensitivity and job autonomy have significant moderating effects on the relationship between customer mistreatment and ego depletion.(4)The integrative moderating effect of interpersonal sensitivity on main effect.The results showed that interpersonal sensitivity significantly moderated the mediating effect of ego depletion on the relationship between customer mistreatment and displaced aggression.The higher the employee’s interpersonal sensitivity,the weaker the indirect effect of customer mistreatment on displaced aggression.On the contrary,this indirect effect is stronger.However,the integrative moderating effect of interpersonal sensitivity on customer mistreatment-ego depletion-job satisfaction was not significant.(5)The integrated moderating effect of job autonomy on main effects.Job autonomy moderated the mediating effect of ego depletion on the relationship between customer mistreatment and displaced aggression.The higher the employee’s job autonomy,the stronger the indirect effect of customer mistreatment on displaced aggression.On the contrary,this indirect effect is weaker.However,the integrated moderating effect of job autonomy on customer mistreatment,ego depletion and job satisfaction was not significant.This study explained the possible reasons from the aspects of employees’ psychological expectation of service work and research design.The significance of this research includes both theoretical and practical aspects.In terms of theoretical significance,firstly,it studies the customer mistreatment from the perspective of resources,which provides a new way to explain the displaced aggression of employees and the reduction of job satisfaction.Secondly,it helps to clarify the mediating effect of self-consumption between customer mistreatment,displaced aggression of employees and job satisfaction.Finally,it introduces the moderating effect of interpersonal sensitivity and work autonomy to broaden the exploration of the boundary between ―customer behavior‖and ―employee attitude/behavior‖.In terms of practical significance,first,it explains the influence of ―customer behavior‖ on ―employee attitude/behavior‖ in HRM practices.Second,deepen managers’ understanding of the formation mechanism of employees’ displaced aggressions and job satisfaction,so as to facilitate the adoption of corresponding measures.Third,in management practice,we should pay attention to the influence of employees’ interpersonal sensitivity and work autonomy on employee-customer relationship.The innovation of this research is mainly reflected in the following aspects:(1)Based on the strength model of self-control,the relationship between customers ―unethical behavior‖ and employees ―unethical behavior‖ is extended to find a key to restrain employees’ displaced aggression toward colleagues and the decrease of job satisfaction.Previous studies on the negative outcomes of customer injustice involve a wide range,but most of them focus on employees themselves and ―employee-customer‖,and the research on the impact of―employee-colleague‖ is very lacking.Model,this study based on self control force will customer injustice and substitution attack of colleagues and staff job satisfaction for the connection,seize the ego loss is an important intermediary role,effectively reveal the formation and lower job satisfaction of staff substitution attack of the intrinsic mechanism,do ―suit the remedy to the case‖,the real customers to reduce or even eliminate injustice caused by employees substitution attack and lower job satisfaction.This also provides theoretical guidance for enterprise managers to solve the negative outcomes of employees,and makes management practitioners deeply realize that only by paying attention to the emotional and physical and mental resources of employees can the negat ive attitude/behavior results caused by unfair customer treatment be truly reduced.(2)Drawn from the perspectives of individual difference and job situation,revealing that interpersonal sensitivity and job autonomy are the effective intervention mechanisms for negative behavior outcomes of customer mistreatment.By summarizing the existing research we found that customer mistreatment is likely to lead to the employee’s loss of self,but the influence for employees is different as a result of individual traits differences(e.g.,interpersonal sensitivity is high or low)and work characteristics differences(e.g.,job autonomy is high or low)between employees.This study draws on relevant theories and research results,as well as through rigorous logical reasoning,constructing a theoretical framework based on interpersonal sensitivity and work autonomy of employees as the moderating mechanism at the theoretical level,which is helpful to provide an effective intervention path for the employees’ displaced aggression toward coworkers and the reduction of job satisfaction caused by customer mistreatment.In terms of the organization’s management practice,this research provides a theoretical basis for the managers in the process of management focus on the employee’s individual differences,such as different management measures for staff who with different interpersonal sensitivity degree and properly job autonomy for employees,in order to suppress the emergence of the employees’ negative attitude and behavior.(3)Experience Sampling Method is used to explore the research model in this research,which is aiming to find a research method that is more suitable for the―employee-customer‖ relationship situation.This study find that previous research on situation of the relationship between employees-customers are mostly adopts the static research methods,which via recalling employees’ experience,feelings and behavior in the past a period of time to collect data.However,it’s may not be very accurately reflect the actual emotion,attitude and behavior of the participants owning to influence of the memory bias,further to affect the accuracy of the model test.At the same time,the static data could reflect the relationship between the variables effectively,but was not able to effectively test the causal relationship between variables.Drawing from previous studies,this study used the Experience Sampling Method to collect data.The research is divided into two levels:within-person level and between-person level,to capture the individual dynamic trajectory of change in the within-person level,which is benefit to understand the employee’s attitude,emotion and behavior change over time.Furthermore,this study explores the moderating effect of variables in between-person level on the dynamic change of within-person level,which could make the research results more accurate.更多还原