摘要
本文应用情感事件理论和道义性公平理论,同时在个人层次和团队层次上探讨顾客不公平行为,以及员工对顾客不公平行为的集体感知——团队不公平氛围的水平与强度,对员工工作情绪、工作绩效及团队绩效的影响。作者运用结构方程模型和多层线性模型技术,对广东某电话服务中心44个团队568名话务员及主管的调研数据进行分析,结果表明,在个人层次上,顾客不公平行为会触发员工的负面情绪,抵消员工的正面情绪;员工的正面情绪对其工作绩效有显著的正向影响。在团队层次上,团队不公平氛围水平对员工正面情绪与工作绩效的关系有负向调节作用;氛围强度(同一团队的员工对顾客不公平感知的一致性程度)对团队工作绩效有正向影响。
Frontier employees of service companies were called boundary Spanners. They endured double pressures from both management and customers. Researches of organizational justice or service fairness have typically focused on fairness treatments of supervisor to employees or employees to customers. Injustice customers are also likely and may have unique consequences for the employees and the service groups. Based on Affective Event Theory and Denotic Fairness theory, the authors proposed a multi-level model to investigate the impacts of group-level injustice climate caused by customer＇s interactional injustice on employees＇ working emotion and supervisor rated performance. Empirical analyses of structural equation modeling and Hieratical Linear Modeling were conducted with survey data of 568 employee-supervisor dyad in 44 groups in a large calling center in Guangdong Province. The results indicated that, employees＇ perception of customers＇ interactional injustice resulted in the increases of employees＇ negative emotions, and indirectly decreased employees＇ positive emotions. Employees＇ positive emotions were positively related with their performances, with a cross-level moderating effect of injustice climate level. The strength of the injustice climate had significant positive impact on the group-level performance. Management implications were also discussed.
出处
《南开管理评论》
CSSCI
2008年第3期96-103,共8页
Nankai Business Review
基金
国家自然科学基金项目(70772083)
广东省自然科学基金项目(05300555)
国家自然科学基金项目(70572055)的阶段性研究成果
