同属顾客的企业认同对其公民行为的影响研究——在其他顾客的不当行为情境下  

A Study on the Impact of Fellow Customers' Company Identification on Their Citizenship Behavior—— In the Context of Other Customers' Misbehavior

作　　者：程志辉[1] 费显政[1,2] 

机构地区：[1]中南财经政法大学工商管理学院,湖北武汉430073 [2]北京大学光华管理学院,北京100871

出　　处：《华东经济管理》2015年第11期145-151,共7页East China Economic Management

基　　金：国家自然科学基金项目(71372211);中南财经政法大学融通型人才项目(21422510801);中南财经政法大学博士科研创新项目(2015B1005)

摘　　要：文章基于组织认同理论和社会认同理论,通过访谈法和问卷调查方法,检验了顾客不当行为情景下企业声誉、员工特征对顾客-企业认同的影响,顾客-企业认同在企业声誉和员工特征对顾客公民行为之间的中介作用以及顾客自我效能感对顾客-企业认同和顾客公民行为的调节作用。研究表明,顾客-企业认同在企业声誉和员工特征对顾客公民行为的影响中起完全中介作用,并且这种中介作用受到顾客自我效能感的调节,即仅当同属顾客自我效能感较高时,顾客-企业认同的中介作用才存在;反之,顾客-企业认同的中介效应不存在。文章对服务企业在管理顾客不当行为方面具有重要启示。Based on organizational identification theory and social identity theory,the authors adopt interviews and questionnaires to test the impact of company prestige and employee characteristics on customer-company identification （hereinafter CCI）and the mediating effect of CCI on the relationship between company prestige,employee characteristics and customer citizenship behavior,and the moderating effect of customer self-efficacy on the relationship of CCI and customer citizenship behavior（hereinafter CCB）in the context of customer misbehavior. The results show that CCI fully mediates the impact of company prestige and employee characteristics on customer citizenship behavior and its mediating effect is moderated by customer self-efficacy. That is,the mediating effect of CCI only exists when customer self-efficacy is high and vice versa. The paper has important implications to the management of customer misbehavior in service industry.

关 键 词：企业声誉 员工特征 顾客-企业认同 顾客公民行为 自我效能感 

分 类 号：F274[经济管理—企业管理] F014.5[经济管理—国民经济]