顾客授权行为对员工服务主动性的影响和作用机制研究  

Research on the Impact and Mechanism of Customer Empowering Behaviors on Employee Proactive Customer Service Performance

作　　者：郭功星[1] 田建 程豹 周昆 GUO Gongxing;TIAN Jian;CHENG Bao;ZHOU Kun(Shantou University,Shantou,Guangdong,China;Southwestern University of Finance and Economics,Chengdu,China;Dalian University of Technology,Dalian,Liaoning,China)

机构地区：[1]汕头大学商学院 [2]西南财经大学工商管理学院 [3]大连理工大学经济管理学院

出　　处：《管理学报》2024年第3期359-370,共12页Chinese Journal of Management

基　　金：国家自然科学基金资助项目(72102135,72102189);教育部人文社会科学研究规划基金资助项目(21YJA630020)。

摘　　要：从资源保存理论视角出发,引入心理可得性和权力需要作为中介和调节变量,通过一项时间滞后的问卷设计和两项基于场景的实验设计,深入探讨了顾客授权行为对员工服务主动性的影响机制和作用边界。研究结论表明:顾客授权行为对员工服务主动性具有显著正向影响;心理可得性在顾客授权行为与员工服务主动性之间起中介作用;权力需要不仅调节顾客授权行为对员工心理可得性的直接作用,还进一步调节顾客授权行为通过员工心理可得性对其服务主动性的间接效应。This study,from the perspective of conservation of resources theory,respectively introduces psychological availability and need for power as mediating and moderating variables,and probes into the mechanism and boundary of customer empowering behaviors on employee proactive customer service performance.Based on a time-lagged survey and two scenario-based experiments,the following research conclusions are derived:customer empowering behaviors have a significant positive effect on employee proactive customer service performance;psychological availability plays a mediating role in the relationship between customer empowering behaviors and employee proactive customer service performance;need for power not only plays a moderating role on the relationship between customer empowering behaviors and employee psychological availability,but also moderates the mediating effect of customer empowering behaviors on employee proactive customer service performance through employee psychological availability.

关 键 词：顾客授权行为 员工服务主动性 心理可得性 权力需要 

分 类 号：C93[经济管理—管理学]