顾客授权行为对员工职业成长的影响:自我决定理论视角  

Effects of customer empowering behaviors on employees’career growth:Perspective of self-determination theory

作　　者：郭功星[1] 程豹 GUO Gongxing;CHENG Bao(School of Business,Shantou University,Shantou 515063,China;School of Business Administration,Southwestern University of Finance and Economics,Chengdu 611130,China)

机构地区：[1]汕头大学商学院,广东汕头515063 [2]西南财经大学工商管理学院,成都611130

出　　处：《心理学报》2021年第2期215-228,共14页Acta Psychologica Sinica

基　　金：广东省基础与应用基础研究基金(2019A1515011464);广东省科技专项资金(大专项+任务清单)项目(2019ST002)资助。

摘　　要：聚焦于顾客授权行为这一概念,以自我决定理论为基础,分别引入基于组织的自尊作为中介变量和职业中心性作为调节变量,探讨了顾客授权行为对一线服务员工职业成长的影响机制和作用边界。通过一项三阶段的时间滞后研究设计,获取了245份有效样本,结果显示:(1)顾客授权行为对员工职业成长具有显著的正向影响;(2)基于组织的自尊在顾客授权行为与员工职业成长之间起着部分中介作用;(3)职业中心性对顾客授权行为与基于组织的自尊的作用关系具有正向调节作用:当员工职业中心性水平较高时,顾客授权行为对基于组织的自尊的正向影响更强;(4)职业中心性进一步调节顾客授权行为通过基于组织的自尊对职业成长的间接影响:当员工职业中心性水平较高时,顾客授权行为通过基于组织的自尊对职业成长的正向效应会增强。Customer empowering behaviors,an emerging research topic in the fields of service management and organizational behavior,refer to employees’perceptions of certain behaviors of customers or certain conditions created by customers in the service encounter contexts that make them feel motivated and competent to make independent decisions for achieving the desired service objects in the process of providing services.Although this concept originally comes from empowerment,prior research on empowerment mainly focused on organizations(or leaders)empowering employees(e.g.,empowering supervision,leadership empowerment behavior,employee empowerment,or employee psychological empowerment)and organizations empowering customers(e.g.,customer empowerment or customer psychological empowerment),customers empowerment of employees(i.e.,customer empowering behaviors)was given little attention.Therefore,this study focuses on the relatively new concept of customer empowering behaviors and aims to investigate their effects on the career growth of frontline service employees.To unravel the linking mechanisms and boundary conditions of the relationship between customer empowering behaviors and employees’career growth,we introduce organization-based self-esteem as a mediator and career centrality as a moderator,respectively,from the perspective of self-determination theory.We conducted a three-wave research design and achieved 245 valid samples from the frontline service employees of six garment sales enterprises in Guangzhou and Shantou cities of Guangdong Province.Confirmatory factor analysis was performed to examine the discriminant validity of key variables(i.e.,customer empowering behaviors,organization-based self-esteem,career centrality,and career growth);the results yielded good distinctiveness.Then,we employed hierarchical multiple regression analyses and bootstrapping analyses to test the hypotheses.The results indicated the following:(1)customer empowering behaviors have a significant positive impact on employees’career g

关 键 词：顾客授权行为 基于组织的自尊 职业中心性 职业成长 

分 类 号：B849[哲学宗教—应用心理学] C93[哲学宗教—心理学]