不当督导对一线员工服务破坏的影响研究  

Study on the Influence of Abusive Supervision on the Service Sabotage of Frontline Employees

作　　者：刘丽丽[1] 王弘钰[2] LIU Li-li;WANG Hong-yu(Economic and Management School of Beihua University,Jilin Jilin 132000,China;Business School of Jinlin University,Chang chun Jilin 130000,China)

机构地区：[1]北华大学经济管理学院,吉林省吉林市132000 [2]吉林大学商学院,吉林省长春市130000

出　　处：《技术经济与管理研究》2018年第11期65-69,共5页Journal of Technical Economics & Management

基　　金：吉林省社会科学基金项目(2016B16;2018JD38);吉林省"十三五"智库规划基金项目(2017JLSZKZB019);北华大学重点教研项目(Xjzd2017036)

摘　　要：近年来,服务业一线员工破坏行为频发,引发广泛关注。本文基于资源保存理论和压力源情绪理论,通过对318名服务业一线员工的问卷调查,利用多元线性回归方法,揭示了领导者不当督导对一线员工服务破坏的作用机理。结果表明,不当督导显著正向影响服务破坏,消极情绪在其中起到部分中介作用,自我情绪管理效能负向调节消极情绪与服务破坏的关系,即自我情绪管理效能越高,消极情绪对服务破坏的影响越弱。In recent years, the service sabotage of frontline employees in the service industry have been frequently occurred and have caused widespread concern. Based on the conversation of resources theory and the theory of stress source-emotion, through the questionnaire survey of 318 front-line employees in the service industry, this paper use the multiple linear regression method to reveal the mechanism of the abusive supervision of leaders on the service sabotage of front-line employees. The results show that abusive supervision significantly affects service sabotage, and negative emotion plays a mediating role. Self-emotional management effectiveness negatively regulates the relationship between negative emotion and service sabotage, that is, the higher the self-emotional management effectiveness, the weaker the impact of negative emotions on service sabotage

关 键 词：不当督导 服务破坏 消极情绪 情绪管理 

分 类 号：C933.2[经济管理—管理学]