资质过剩感知对顾客服务主动性行为的影响  

Effects of Perceived Overqualification on Proactive Customer Service Performance

作　　者：程豹 周星[2] 郭功星[3] CHENG Bao;ZHOU Xing;GUO Gongxing(School of Business Administration,Southwestern University of Finance and Economics,Chengdu 611130,China;School of Management,Xiamen University,Xiamen 361005,China;School of Business,Shantou University,Shantou 515063,China)

机构地区：[1]西南财经大学工商管理学院,成都611130 [2]厦门大学管理学院,福建厦门361005 [3]汕头大学商学院,广东汕头515063

出　　处：《管理科学》2021年第6期101-112,共12页Journal of Management Science

基　　金：国家自然科学基金(72102135,72102189);教育部人文社会科学研究项目(21YJC630015,21YJA630020);四川省哲学社会科学规划研究项目(SC21C068);广东省基础与应用基础研究基金(2019A1515011464);广东省科技专项资金项目(2019ST002)。

摘　　要：近些年,资质过剩感知作为人才学和组织行为学领域的一个新兴概念,被界定为员工认为自身所拥有的受教育水平、工作能力和工作经验等超过了其自身所处工作岗位所需的基本要求,由于其对当前日益严峻的人才高消费现象具有较好的解释力,因此在理论和实践层面都获得越来越多的关注。基于社会比较理论视角,引入和谐式工作激情作为中介变量和资质过剩感知差异作为调节变量,通过一项针对服务型企业的多阶段(3个时间点)、多来源(员工与主管配对)问卷调研,得到420名员工和与之匹配的80名主管的问卷调查数据,考察员工资质过剩感知对顾客服务主动性行为的影响和作用机制。运用Amos 22.0考察资质过剩感知、和谐式工作激情和顾客服务主动性行为的区分效度,采用多层线性模型对研究假设进行检验。研究结果表明,资质过剩感知对顾客服务主动性行为具有显著的负向影响,和谐式工作激情在资质过剩感知与顾客服务主动性行为之间起中介作用,资质过剩感知差异正向调节资质过剩感知与和谐式工作激情之间的关系,并且还进一步调节资质过剩感知通过和谐式工作激情对顾客服务主动性行为的间接效应。基于中国服务业一线员工的调研数据,不仅打开了资质过剩感知影响顾客服务主动性行为的作用“黑箱”,还发现了资质过剩感知发挥作用的重要边界条件。企业在进行人才招聘时不应该唯学历论或唯名校论,而应该根据岗位需要,务实地寻求与之相适用的人才,以实现最佳人-岗匹配;同时要注重企业文化建设,营造公平的组织氛围,以降低员工的资质过剩感知差异,促使其实施更多的顾客服务主动性行为,提升企业绩效。In recent years,as an emerging concept in the field of talent and organizational behavior,perceived overqualification has been defined as that employees believe that their education level,working ability and working experience exceed the basic requirements of their own jobs.Because of its good explanatory power to the increasingly severe phenomenon of high consumption of talents,it has attracted more and more attention in theory and practice.We begin by discussing the mediating role of harmonious work passion and the moderating role of perceived overqualification difference and conduct a multi-wave(three waves)and multi-source(employees and their corresponding supervisors)survey study from the perspective of social comparison theory in the service industry.Using time-lagged data from a sample of420 employees and 80 of their corresponding supervisors from the Chinese service industry,we examine the effects and underlying mechanisms of perceived overqualification on proactive customer service performance.We use Amos 22.0 to examine the discriminative validity among perceived overqualification,harmonious work passion,and proactive customer service performance,and then use the hierarchical linear model to test the research hypotheses.The results show that perceived overqualification has a significant negative effect on proactive customer service performance;harmonious work passion mediates the relationship between perceived overqualification and proactive customer service performance;perceived overqualification difference positively moderates the relationship between perceived overqualification and harmonious work passion;and perceived overqualification difference further moderates the indirect effects of perceived overqualification on proactive customer service performance through harmonious work passion.Based on the survey of frontline employees in China′s service industry,this research opens the“black box”of the influence of perceived overqualification on proactive customer service performance and finds the

关 键 词：资质过剩感知 和谐式工作激情 顾客服务主动性行为 社会比较理论 

分 类 号：F272.9[经济管理—企业管理]