服务型领导对下属服务绩效的影响:顾客导向和领导认同的作用  

How Does Servant Leadership Infl uence Employee Service Performance: The Roles of Customer Orientation and Leader Identifi cation

作　　者：许灏颖 王震[1] 

机构地区：[1]中央财经大学商学院,北京100081

出　　处：《心理科学》2016年第6期1466-1472,共7页Journal of Psychological Science

基　　金：国家自然科学基金项目(71302129);教育部人文社会科学研究基金项目(13YJC630176);北京市社会科学基金项目(16GLB035);中央财经大学研究生科研创新基金项目(201516)的资助

摘　　要：尽管服务型领导对下属服务绩效的正向影响已得到证实,但中介机制和边界条件仍不明朗。基于社会学习理论,研究者引入下属顾客导向和领导认同作为中介和调节变量,旨在考察二者关系的作用机理。以192名银行员工为研究对象,结果发现:服务型领导对下属服务绩效有正向影响,下属顾客导向在二者关系中有部分中介作用;下属对领导的认同在服务型领导与顾客导向之间有调节作用,对领导认同度高的下属来说,服务型领导对其顾客导向的正向影响较强,且通过顾客导向对其服务绩效的间接影响也较强。The driving force of the world economy has shifted from manufacturing industry to service industry, and the competition within service industry is gradually becoming increasingly fiercer. Against this background, how to enhance employee service performance has garnered increasing attention from research and practice communities. ＂Inspired by linkage research, some researchers tend to answer this question from the leadership perspective. Servant leadership is one of leadership styles which earns most attention. Different from other styles of leadership, servant leaders are led by serving others. They focus least on their own personal needs and most on prioritizing the fulfillment of followers＇ needs. It has been widely recognized that servant leaders can inspire servant followers. Although the previous studies have found support for the positive role of servant leadership in eliciting employee service performance, more efforts are still needed to investigate the black box of this effect. Thus, the purpose of the current study is to offer more insight into the black box through which servant leadership is translated into employee service performance. Specifically, the current study introduced customer orientation as a mediator and leader identification as a moderator, and further proposed a moderated mediation model to disentangle the underlying mechanism and boundary condition of the relationship between servant leadership and employee service performance. We tested our proposed hypotheses by using a sample of 192 full-time banking employees. To ensure the effectiveness of the survey, we distributed and collected questionnaire in person. We initially issued 220 questionnaires, and finally used a sample of 192 after finishing the questionnaire collection and eliminating some ineffective questionnaires. We adopted hierarchical regression analysis to analyze our collected data. Consistent with all of our hypotheses, the results indicated that： （1） Servant leadership had a positive effect on employee servi

关 键 词：服务型领导 顾客导向 领导认同 服务绩效 

分 类 号：B848[哲学宗教—心理学]