社会信息加工视角下服务型领导对员工顾客导向偏离行为的影响机制研究  

The Influence Mechanism of Servant Leadership on Employees’ Customer-Oriented Deviant Behaviors under the Perspective of Social Information Processing Theory

作　　者：李朋波[1] 敖霞 张娇娇 陈涛 LI Pengbo;AO Xia;ZHANG Jiaojiao;CHEN Tao(Beijing International Studies University,Beijing,China;Capital University of Economics and Business,Beijing,China;Xiamen University,Xiamen,Fujian,China)

机构地区：[1]北京第二外国语学院旅游科学学院 [2]首都经济贸易大学工商管理学院 [3]厦门大学管理学院

出　　处：《管理学报》2024年第9期1323-1334,共12页Chinese Journal of Management

基　　金：国家自然科学基金资助重点项目(72332010);首都经济贸易大学青年教师科研启动基金资助项目(XRZ2024009);2023年北京第二外国语学院研究生科学研究资助重点项目。

摘　　要：以社会信息加工理论为基础,通过构建双中介-双调节模型考察员工顾客导向偏离行为的前因机制,采用多时间点的问卷调查方法,对服务企业477名一线服务员工的调查数据进行分析。研究结果表明:服务型领导正向影响员工顾客导向偏离行为,顾客导向倾向和越轨创新动机在其中发挥中介作用;服务氛围能够强化服务型领导对顾客导向倾向、越轨创新动机的影响,自我决定感能够强化顾客导向倾向、越轨创新动机对员工顾客导向偏离行为的影响;服务氛围和自我决定感二者均调节顾客导向倾向、越轨创新动机在服务型领导与员工顾客导向偏离行为之间的中介效应。Based on the social information processing theory,this study examines the antecedent mechanisms of employees' customer-oriented deviant behaviors by constructing a dual-mediator-dual-moderator model.This study adopts a multi-wave-time questionnaire survey method to analyze the data of 477 frontline employees in service enterprises.The results show that:servant leadership positively influences employees' customer-oriented deviant behaviors,and customer orientation tendency and deviant innovation motivation play a mediating role;service climate strengthens the influence of servant leadership on customer orientation tendencies and deviant innovation motivation,and self-determination strengthens the impact of customer orientation tendency and deviant innovation motivation on customer-oriented deviant behaviors;service climate and self-determination moderate the mediating effects of customer orientation tendency and deviant innovation motivation between servant leadership and employee customer-oriented deviant behaviors.

关 键 词：顾客导向偏离行为 服务型领导 社会信息加工理论 顾客导向倾向 越轨创新动机 

分 类 号：C93[经济管理—管理学]