摘要
文章通过对广州5家酒店的231位员工及其直接主管的问卷调查,考察了顾客粗暴行为与员工组织公民行为的关系及组织支持感对该关系的中介作用和内外控倾向、工作自主权对该关系的调节作用。研究结果显示,顾客粗暴行为与员工组织公民行为负向相关;组织支持感部分中介了顾客粗暴行为对员工组织公民行为的负向关系;员工内外控倾向、工作自主权调节了顾客粗暴行为对组织支持感的影响,即内控倾向越高、工作自主权越高,顾客粗暴行为与组织支持感的负向关系越弱;进一步看,内外控倾向、工作自主权调节了组织支持感对顾客粗暴行为—员工组织公民行为的中介作用,即外控倾向越高、工作自主权越低,顾客粗暴行为通过组织支持感对员工组织公民行为所起的作用就越强;反之越弱。
How to motivate the employees＇ organizational citizenship behavior is a challenge faced by enterprise managers. Little experi- mental research has been conducted to test whether and how customer mistreatment behavior impact employees＇ organizational citizenship behavior. Through the questionnaire survey of 231 employees and their direct supervisor in Guangzhou 5 hotels. Based on the Attribution The- ory and Social Exchange Theory, we analyze five variables （Customer Mistreatment, Perceived Organizational Support, Locus of Control, Job Autonomy, and Organizational Citizenship Behavior） relationship and built a conceptual model. This study examines the mediating effect of perceived organizational support and the moderating effect of locus of control and work autonomy on the relationship between customer mistreatment behavior and organizational citizenship behavior. Results indicate that Customer mistreatment behavior has a negative effect on employees＇ organizational citizenship behavior; The relationship be- tween customer mistreatment behavior and employees＇ organizational citizenship behavior was partially mediated by employees＇ perceived organizational support; Staffs＇ locus of control and work autonomy can modulate the relationship between customers mistreatment behavior and perceived organizational support. That is to say, the higher the staffs＇ internal locus of control and work autonomy, the weaker the negative re- lationship between customer mistreatment behavior and organizational support. Furthermore, the indirect effect shows that the mediating effect of perceived organizational support on the customer mistreatment be- havior- organizational citizenship behavior linkage was significant only staff who perceived high levels of work autonomy and have high locus of control. The above findings revealed the mechanism relationship between Customer mistreatment behavior and employee organizational citizenship behavior. The contribution of this study as follows： first, we defined the concept
出处
《南开管理评论》
CSSCI
北大核心
2015年第6期35-45,共11页
Nankai Business Review
关键词
顾客粗暴行为
组织公民行为
组织支持感
酒店员工
Customer Mistreatment Behavior
Organizational Citizen-ship Behavior
Perceived Organizational Support
Hotel First-line Staff
