一线员工工作繁荣对服务创新行为和非伦理行为的影响——基于行动者-同伴互倚模型视角的分析  

The Impact of Frontline Employees'Thriving at Work on Service Innovative Behavior and Unethical Behavior

作　　者：张鑫[1] 修晶 张振铎 Zhang Xin;Xiu Jing;Zhang Zhenduo

机构地区：[1]大连理工大学高等教育研究院,辽宁大连116024 [2]中国社会科学院大学应用经济学院,北京102488 [3]北京大学 [4]大连理工大学经济管理学院,辽宁大连116024

出　　处：《企业经济》2023年第5期82-93,共12页Enterprise Economy

基　　金：国家自然科学基金项目“中国情境下小微企业朴素式创新实现机理、扩散路径及相关政策研究”(项目编号:71802035);教育部人文社会科学研究规划基金项目“高绩效人力资源管理系统对工匠精神的培育机制研究”(项目编号:22YJC630211);中央高校基本科研业务费专项资金项目“员工帮助行为对职业成长的影响路径研究”(项目编号:DUT21RC(3)089)。

摘　　要：为了在实践层面回应服务业从业者亟待重塑工匠精神和提升整体服务质量的现实需要,本文以工作要求-资源模型和溢出-交叉模型为基础,构建多层次的行动者-同伴互倚模型,并对来自服务一线的504名252对员工-同事纵向追踪数据展开分析。研究结果表明:员工工作繁荣通过情感承诺间接对自身服务创新行为和非伦理行为产生“一升一降”的影响(行动者效应);员工工作繁荣的积极影响能够溢出至工作伙伴,并通过同事情感承诺促进同事服务创新行为和抑制其非伦理行为(同伴效应);人际冲突负向跨层调节员工工作繁荣对同事情感承诺的交叉影响。据此,管理者应密切关注和解决员工交往中的冲突问题,积极维护和帮助员工提高工作繁荣水平,并注重运用和扩大员工工作繁荣在人际间的有益影响。In order to respond to the practical needs of service industry practitioners to reshape the craftsman spirit and improve the overall service quality at the practical level,this paper constructs a multi-level actor-partner interdependence model based on the job demands-resources model and the spillover-crossover model,to analyze the longitudinal tracking data of 504 people(252 employee-coworker pairs)from the service line.It is found that employees'thriving at work indirectly has a"rise and fall"impact on their own service innovative behavior and unethical behavior through affective commitment(actor effect);the positive impact of employees'thriving at work can be spilled to work partners,and promote coworkers'service innovative behavior and inhibit their unethical behavior through their affective commitment(partner effect);interpersonal conflict negatively regulates the cross-sectional impact of employees'thriving at work on coworkers'affective commitment.Accordingly,managers should pay close attention to and solve the conflict problems in employee interactions,actively maintain and enhance employees'thriving at work,and focus on using and expanding the beneficial interpersonal impact of employees'thriving at work.

关 键 词：工作繁荣 情感承诺 服务创新行为 非伦理行为 人际冲突 

分 类 号：F272.92[经济管理—企业管理]