差错管理氛围对员工顾客导向偏差行为的影响机制——责任知觉和心理受权的中介作用  

The Influence Mechanism of Employees’Customer-oriented Deviant Behavior based on Error Compensation Psychology

作　　者：陈秋萍[1] 刘紫娟 CHEN Qiu-ping;LIU Zi-juan

机构地区：[1]华侨大学旅游学院,福建泉州362021

出　　处：《华侨大学学报（哲学社会科学版）》2022年第3期55-69,共15页Journal of Huaqiao University(Philosophy & Social Sciences)

基　　金：福建省社会科学规划项目“侨乡文旅融合与经济转型升级的路径与机制研究”(FJ2020B121)。

摘　　要：在服务导向的酒店业中差错不可避免,面临服务失败时,员工基于补偿心理可能产生更多的顾客导向偏差行为。但是保护员工“善意”的同时,维护组织的“铁律”也不容忽视。以自我决定理论为基础,构建了基于差错补偿心理的顾客导向偏差行为的形成机制模型。结果表明:差错管理氛围会显著增加员工的顾客导向偏差行为;“我该”和“我能”是产生员工顾客导向偏差行为的重要因素,即责任知觉和心理受权在差错管理氛围与员工顾客导向偏差行为间分别起部分中介作用且共同起链式中介作用;规则型氛围负向调节差错管理氛围对员工顾客导向偏差行为的正向影响。丰富了员工顾客导向偏差行为在服务补救情境中的应用,有助于管理者进行刚性规则和柔性人情的权衡。Errors are inevitable in the service-oriented hotel industry.When faced with service failure,employees may have more customer-oriented deviant behaviors based on compensation psychology.However,while protecting the“goodwill”of employees,maintaining the“iron law”of the organization should not be ignored.Based on the theory of self-determination,this paper has constructed a forming mechanism model of customer-oriented deviant behavior based on error compensation psychology.The results show that error management atmosphere can significantly increase the employees’customer-oriented deviant behavior.“I should”and“I can”are the important factors leading to the occurrence of customer-oriented deviant behavior,that is,the sense of responsibility and psychological empowerment play part of the intermediary role between error management atmosphere and customer-oriented deviant behavior respectively and jointly play a chain intermediary role.Regular atmosphere negatively moderates the positive impact of error management atmosphere on employee customer-oriented deviant behavior.This study expands the research of employee customer-oriented deviant behavior in service recovery situations and helps managers to balance rigid rules and flexible human relationship.

关 键 词：顾客导向偏差行为 差错管理氛围 责任知觉 心理受权 规则型氛围 

分 类 号：F590.652[经济管理—旅游管理]