中国情境下管理者对员工申诉的处理策略及其效应研究  

A Study on the Strategies and Effects of Managers’Handling of Employee Grievances in the Chinese Context

作　　者：谢玉华[1] 谢华青 王昕 Xie Yuhua;Xie Huaqing;Wang Xin(Business School,Hunan University)

机构地区：[1]湖南大学工商管理学院

出　　处：《南开管理评论》2024年第4期128-140,共13页Nankai Business Review

基　　金：国家社会科学基金项目(22BGL205)资助。

摘　　要：员工申诉机制是劳动关系源头治理的关键,有助于缓解经济下行中日趋紧张的劳资关系。管理者作为基层员工申诉处理的关键参与者,其处理策略对劳资关系的走向起到重要作用。本研究拟探索管理者对员工申诉的处理策略,构建中国情境下申诉处理模型。本研究通过对328位员工的访谈资料进行分析发现:中国情境下的申诉处理策略呈现3种导向、7种策略。其中,报复、强制、说服和回避为维护组织利益导向型策略,折中和合作为利益平衡导向型策略,让步为员工利益导向型策略。使用利益平衡导向型策略和员工利益导向型策略可以有效解决申诉,而使用组织利益导向型策略不利于申诉解决,会导致员工隐忍、员工离职,甚至是申诉外溢。此外,本研究还探索了员工申诉处理的动态过程,分析了不同阶段管理者使用不同处理策略的情境及结果。本研究构建了中国情境下的员工申诉处理策略模型,从劳资互动视角探索了申诉处理的演变过程,拓展了员工申诉理论和管理者行为研究。In recent years,due to adjustments in industrial structure and development drivers under the new normal,coupled with struc-tural imbalances in the labor market,labor disputes have been on the rise.An important strategy for managing labor relations is to enhance the ability to prevent and autonomously resolve disputes within orga-nizations.This involves establishing internal grievance and negotia-tion response systems within enterprises to uncover preventive mech-anisms through daily interactions between labor and management.In practical labor relations management,the resolution of labor disputes increasingly relies on the discretionary power of managers.The strat-egies managers employ in handling disputes directly determine the outcomes of these grievances and the effectiveness of the grievance mechanism.However,there is a notable lack of research on how managers handle employee grievances in the Chinese context,which significantly limits our understanding of grassroots labor dispute res-olution mechanisms and managerial behavior.Therefore,this study explores the strategies and effects of handling employee grievances in Chinese enterprises.It aims to reveal the dynamic processes manag-ers use in addressing employee grievances,ultimately constructing a theoretical framework for managerial strategies in grievance handling within the Chinese context.This study conducted grounded theory analysis on interview data from 328 employees to construct a model for handling employee grievances in the Chinese context.The findings reveal the following characteristics of managers’grievance handling strategies in China:Firstly,Chinese managers primarily use seven strategies when dealing with employee grievances:concession,cooperation,compromise,avoidance,persuasion,coercion,and retaliation.Retaliation and persuasion are unique strategies in the Chinese context.According to the labor relations balance theory and based on the preference for organizational versus employee interests,retaliation,coercion,and avoidance can be categor

关 键 词：员工申诉 申诉处理策略 劳动关系治理 扎根理论 

分 类 号：F272.92[经济管理—企业管理]