顾客公民行为对员工公民行为的影响机制  

The Impact Mechanism of Customer Citizenship Behavior on Organizational Citizenship Behavior

作　　者：王静[1] WANG Jing(College of Tourism Management,Huaqiao University,Quanzhou 362021,China)

机构地区：[1]华侨大学旅游学院,福建泉州362021

出　　处：《黎明职业大学学报》2018年第3期44-52,共9页Journal of LiMing Vocational University

基　　金：华侨大学研究生科研创新能力培育计划项目(1611308023)

摘　　要：以顾客员工导向的公民行为作为自变量,以员工顾客导向的公民行为作为因变量。在人性假设理论的基础上,采用问卷调查法进行研究,并运用SPSS 19.0和AMOS 21.0软件对数据进行分析。结果表明:(1)顾客员工导向的公民行为能够对员工顾客导向的公民行为产生显著的正向影响;(2)员工的心理受权部分中介了顾客员工导向的公民行为对员工顾客导向的公民行为的正向影响。提出服务型企业管理者应关注员工情绪,妥善处理顾客与员工之间的矛盾,加强对顾客行为的管理,以促进顾客与员工之间建立和谐的关系。With the employee- oriented customer citizenship behavior as an independent variable, and the customer- oriented organizational citizenship behavior as a dependent variable, starting on fRom the human na- ture hypothesis, the paper proposed related hypotheses, which were tested with questionnaire data processed with SPSS 19.0 and AMOS 21.0. The results showed that： （ 1 ） the employee- oriented customer citizenship behavior has a significant positive impact on the customer- oriented organizational citizenship behavior, and （2） employee psychological empowerment partially mediates that positive impact. It was suggested that the management of service- oriented enterprises should pay attention to employees＇ emotions, properly deal with conflicts between customers and employees, improve handling of customer behavior, and promote a harmonious relationship between customers and employees.

关 键 词：顾客公民行为 员工公民行为 心理受权 服务型企业 

分 类 号：F592.6[经济管理—旅游管理]