顾客感激表达对一线员工主动服务行为的影响研究  

Research on the Influence of Customer Gratitude Expression on Employee Proactive Service Behavior

作　　者：马跃如[1] 胡羽欣 MA Yueru;HU Yuxin(School of Business,Central South University,Changsha 410083,China)

机构地区：[1]中南大学商学院,湖南长沙410083

出　　处：《华东经济管理》2023年第7期120-128,共9页East China Economic Management

基　　金：国家社会科学基金重大项目“绿色生活方式的社会心理学途径:国民心理建设和柔性管理”(17ZDA326);国家自然科学基金面上项目“供需高质量匹配视域下居家养老护理员资源配置研究”(72172159)。

摘　　要：随着服务行业的迅速发展和顾客需求的日益多样化,主动服务行为已成为当今面临激烈竞争的服务型企业生存关键。文章基于自我决定理论与情绪即社会信息模型,运用问卷调查和情景实验方法,探究顾客感激表达对一线员工主动服务行为的影响机制和边界条件。结果表明:顾客感激表达正向影响员工主动服务行为;和谐式工作激情在顾客感激表达与主动服务行为之间起中介作用;员工调节焦点调节了顾客感激表达与和谐式工作激情之间的关系,即员工促进焦点高时,顾客感激表达与和谐式工作激情的正向关系越强,而员工防御焦点高时,顾客感激表达与和谐式工作激情的正向关系越弱。With the rapid development of the service industry and the increasing diversity of customer needs,proactive service behavior has become the key to the survival of service-oriented enterprises facing fierce competition today.This paper is based on the self-determination theory and the social information model of emotions,using questionnaire surveys and situational experiments to explore the impact mechanism and boundary conditions of customer gratitude expression on frontline employees'proactive service behavior.The results indicate that customer gratitude expression positively affects employees'proactive service behavior;harmonious work passion plays a mediating role between customer gratitude expression and proactive service behavior;the focus of employee regulation moderates the relationship between customer gratitude expression and harmonious work passion.When the focus of employee promotion is high,the positive relationship between customer gratitude expression and harmonious work passion is stronger,while when the focus of employee defense is high,the positive relationship between customer gratitude expression and harmonious work passion is weaker.

关 键 词：顾客感激表达 主动服务行为 和谐式工作激情 调节焦点 

分 类 号：F272.92[经济管理—企业管理] F274[经济管理—国民经济]