顾客不文明行为对旁观者同事的影响:幸灾乐祸还是情绪支持  

The Influence of Customer Incivility on Coworkers as Bystanders:Schadenfreude or Emotional Support

作　　者：占小军[1] 王涛 ZHAN Xiao-jun;WANG Tao(Jiangxi University of Finance and Economics,Nanchang 330013,China)

机构地区：[1]江西财经大学工商管理学院,江西南昌330013

出　　处：《当代财经》2023年第4期80-92,共13页Contemporary Finance and Economics

基　　金：江西省社会科学“十四五”基金项目“我国基层社区危机领导力提升策略研究”(21GL02);教育部人文社会科学研究规划基金项目“基于旁观者视角的职场不文明行为双刃剑效应:情绪与认知的双路径研究”(21YJA630112)。

摘　　要：服务业员工时常遭遇顾客不文明行为,这不仅会给员工的情绪、态度、行为和绩效带来负面影响,还会对旁观者产生较大影响。目前学界较少从旁观者的角度探究顾客不文明行为,尤其是同事作为旁观者的视角。文章基于社会信息加工理论,分别以情绪支持和幸灾乐祸为中介,以任务互依性为调节,探究观察到的顾客不文明行为(Observed Customer Incivility,OCI)的旁观者同事对遭遇不文明行为员工实施助人行为和职场负面八卦行为的双刃剑影响。通过对三阶段收集的320份有效数据进行分析的结果表明,同事情绪支持和幸灾乐祸在OCI与助人行为、OCI与职场负面八卦之间起中介作用;任务互依性起调节作用,当任务互依性高时,OCI与旁观者情绪支持正相关;当任务互依性低时,OCI与旁观者幸灾乐祸正相关;任务互依性对情绪支持和幸灾乐祸的中介作用进行调节,当任务互依性越高时,OCI通过同事情绪支持对员工助人行为的间接作用越强,通过同事幸灾乐祸对员工职场负面八卦行为的间接作用越弱。研究结论丰富了顾客不文明行为旁观者领域的研究,给管理者减少顾客不文明行为带来的负面影响提供启示。Service industry employees often encounter customer incivility,which will not only have a negative impact on employees’emotions,attitudes,behaviors and performance,but also have a greater impact on bystanders.At present,few scholars have explored the impact of customer incivility on service employees from the perspective of bystanders,especially from the perspective of colleagues as bystanders.Based on the theory of social information processing,this paper explores the double-edged sword effect of the helping behaviors and the negative workplace gossip performed by the colleagues as bystanders who observed customer incivility on the employees that encountered uncivil behaviors by taking emotional support and schadenfreude as mediators and task interdependence as moderators,respectively.The results of the data analysis of 320 valid questionnaires collected in three stages show that the emotional support and schadenfreude of the coworkers can play a mediating role between OCI and helping behaviors,and between OCI and negative gossip behaviors.The task interdependence plays a moderating role,when task interdependence is high,OCI is positively correlated with bystanders’emotional support;when task interdependence is low,OCI is positively correlated with bystanders’schadenfreude.The task interdependence moderates the mediating effects of emotional support and schadenfreude.When the task interdependence is higher,the indirect effect of OCI on employees’helping behaviors through coworkers’emotional support will be stronger,and the indirect effect of OCI on employees’negative gossip behaviors through coworkers’schadenfreude will be weaker.These research conclusionshave enriched the researches in the field of bystander of customer incivility,providing some enlightenment for managers to reduce the negative impact of customer incivility.

关 键 词：观察到的顾客不文明行为 情绪支持 幸灾乐祸 助人行为 职场负面八卦 

分 类 号：F272.92[经济管理—企业管理]