“有里有面才有效!”人力资源管理强度和雇主品牌对服务员工态度和行为的影响实证研究  

Contents and Brand Mix Make Sense. The Empirical Study on Employer brand, HRMS and Service Employee’s Attitude and Behavior

作　　者：朱飞[1] 郑晗 谢健乔 Zhu Fei;Zheng Han;Xie Jianqiao(Business School,Central University of Finance and Economics,Beijing 100872;Shanghai Stock Exchange,Shanghai,200120;Acetale Consulting,Beijing,110105)

机构地区：[1]中央财经大学商学院,北京100081 [2]上海证券交易所,上海200120 [3]睿正人才咨询有限公司,北京110105

出　　处：《中国人力资源开发》2020年第3期18-30,42,共14页Human Resources Development of China

基　　金：北京市社会科学基金重点项目(19GLA009)。

摘　　要：服务员工的离职倾向和服务导向组织公民行为是服务企业员工管理的普遍挑战。以往相关研究,大多仅关注企业管理实践对其的影响,或者仅关注员工对企业管理实践的感知对其的影响。本研究基于整合视角建立了跨层研究模型,探讨了人力资源管理强度、雇主品牌对服务员工的离职倾向和服务导向的组织公民行为的影响关系及其机制。采用配对问卷调查法,以199家金融服务企业的199名人力资源负责人和1207名一线服务员工为研究对象,结果表明人力资源管理强度对员工离职倾向有显著负向影响,对服务导向的组织公民行为有显著正向影响,且组织支持感的中介作用得到证实;雇主品牌在在组织支持感和员工离职倾向间起调节作用,但在组织支持感和服务导向的组织公民行为间的调节作用未得到验证。本研究提出,同时致力于员工的人力资源管理强度(即有里)和组织的雇主品牌(即有面)能够更好地改善服务员工的态度和行为,拓展了关于服务员工态度和行为的影响研究,为服务员工管理提供了新思路。Turnover intention and service-oriented OCB of service employee are the critical management challenge that most service enterprises have to face. However, Previous relevant study mainly focuses on either content or perception of human resource management practice. Based on integrated perspective, the study builds a cross-level research model to explore the influence mechanism among human resource management strength, employer brand, turnover intention and service-oriented OCB. Using standardized questionnaire, 1:5 matched survey was performed on 199 HR managers and 1008 front-line service employees in 199 financial companies. The empirical study finds that human resource management strength has a negative effect on turnover intention and has a positive effect on SOCB of front-line service employees;perceived organizational support have a mediation effect between human resource management strength and turnover intention/SOCB;employer brand moderate positively the influence process between perceived organizational support and turnover intention;and the moderation effect of employer brand between perceived organizational support and SOCB isn’t supported by the empirical study. The study expands the prior research on influential mechanism among the human resource management strength, employer brand, employee’s turnover intention and SOCB. The findings have valuable implications for the managers in service industry.

关 键 词：雇主品牌 人力资源管理强度 组织支持感 离职倾向 服务导向的组织公民行为 

分 类 号：F272.92[经济管理—企业管理]