领导-成员交换如何以及何时影响员工偏离行为?社会控制理论的视角

领导-成员交换是组织人际关系研究的重要组成部分,一直以来受到研究者的广泛关注。然而,当员工作为领导者的"圈内人"时,似乎容易受到领导者的特殊"保护",并从事偏离行为。基于社会控制理论,本研究采用多来源的问卷调查方法,探讨了领导-成员交换的消极面。研究结果表明:高质量的领导-成员交换关系导致员工产生感知偏离容忍,进而导致其偏离行为增加。这一过程又受到员工道德推脱水平的调节作用,即当员工的道德推脱水平较高时,领导-成员交换通过员工的感知偏离容忍正向影响其偏离行为的间接效应显著;当员工的道德推脱水平较低时,上述间接效应不显著。本研究为领导-成员交换提供了更加全面和辩证的研究视角,同时也拓展了社会控制理论、感知偏离容忍和偏离行为的相关研究。除此之外,本研究也为企业管理实践提供了可供借鉴的经验和指导。     

顾客导向、魅力型领导感知与员工服务绩效——来自中国银行业的证据

银行业大变革时代,价值链重构、经营战略调整势在必行。为此,通过问卷调查获取了大、中、小三类银行共312名员工的一手数据,运用结构方程模型实证研究了组织认同的中介效应和组织规模的调节效应。结果表明:顾客导向、魅力型领导感知对员工组织认同和服务绩效正向影响显著;组织认同在顾客导向与员工服务绩效间具有部分中介作用,在魅力型领导感知与员工服务绩效间起到完全中介作用;而组织规模的调节作用通过组织认同的中介效应进而影响员工服务绩效。因此,银行业需要继续强化员工顾客导向理念,采用软管理模式;同时,加快配套改革,全面发挥出魅力型领导的内部挖潜功能以及组织认同的纽带作用。     

企业环境责任感知影响员工亲环境行为的双路径机制研究

如何解决企业环境战略制定与执行脱钩问题已经成为理论界与实践界研究与关注的新焦点,员工亲环境行为被认为是解决企业环保实践“失灵”问题的关键之一。为探究提升员工亲环境行为的有效途径,本文基于“认知-情感加工系统”理论,构建“企业环境责任感知-道德反思/和谐式环保激情-员工亲环境行为”的双中介模型,并探索伦理型领导感知在该模型中的调节作用。研究表明：企业环境责任感知与员工亲环境行为呈正相关;道德反思与和谐式环保激情部分中介企业环境责任感知与员工亲环境行为之间的关系,伦理型领导感知分别正向调节道德反思与和谐式环保激情在企业环境责任感知与员工亲环境行为之间的中介作用。     

顾客满意度的实证研究——基于员工情绪劳动、员工顾客融洽性的视角

情绪劳动、顾客满意度是服务行业关注的热点话题。文章以一线服务员工及相应顾客为样本,采用问卷法采集到双元数据,采用多层回归分析方法检验了一线服务员工情绪劳动策略、员工顾客融洽性与顾客满意度之间的关系。结果显示：员工顾客融洽性在一线服务员工的情绪劳动策略与顾客满意度之间起到部分中介作用。本文的研究结论对于相关的理论和实践具有启发意义。     

高承诺人力资源管理实践对亲组织非伦理行为的影响——组织支持感的中介作用与道德认同的调节作用

以往研究表明,高承诺人力资源管理实践能够提高员工的亲组织行为.然而,近年来研究指出,员工的亲组织行为并非总是道德的,即可能出现亲组织非伦理行为.本研究基于社会交换理论和自我一致性理论,探讨了高承诺人力资源管理实践对员工亲组织非伦理行为的影响机理,尤其是关注了组织支持感的中介作用与道德认同的调节作用.采用211份企业员工的问卷调查数据,结果表明:(1)高承诺人力资源管理实践正向影响亲组织非伦理行为;(2)组织支持感在高承诺人力资源管理实践与亲组织非伦理行为之间起完全中介作用;(3)道德认同负向调节高承诺人力资源管理实践与亲组织非伦理行为之间的关系,但并未显著调节高承诺人力资源管理实践与亲组织非伦理行为之间经由组织支持感的间接效应.本研究丰富了高承诺人力资源管理实践与亲组织非伦理行为之间的中介机制和权变条件,同时对高承诺人力资源管理实践具有启示意义.     

感知领导依赖与亲组织不道德行为——一个有调节的链式中介模型

领导对员工专业知识和行为表现的依赖不仅能让领导把精力投入到更重要的工作中去，还能有效提升人际关系、降低组织成本、提高团队效率。然而，员工在感知被领导依赖后对其自身以及组织整体并不一定总是有利的。本文基于情绪认知评价理论，从被依赖者视角构建中国组织情境下感知领导依赖通过角色负荷与职场焦虑影响亲组织不道德行为的链式多重中介模型，探讨二者间作用机制边界条件。对406份员工两阶段配对数据进行分析发现：第一，感知领导依赖对员工亲组织不道德行为有正向影响；第二，角色负荷在感知领导依赖与亲组织不道德行为之间起中介作用；第三，感知领导依赖通过角色负荷与职场焦虑的链式中介作用正向影响亲组织不道德行为；第四，个体传统性通过强化感知领导依赖对角色负荷的正向影响，进而调节角色负荷与职场焦虑的链式中介作用。     

青年员工亲社会价值取向对志愿行为的影响:被调节的中介作用

基于计划行为理论构建了青年员工志愿行为产生的被调节的中介作用模型,通过对386名企业青年员工进行问卷调查,就当前我国企业青年员工亲社会价值取向和志愿行为以及企业组织支持的内在关联进行了实证研究.层级回归结果表明青年员工的亲社会价值取向可以显著预测其志愿行为,志愿意愿在该影响过程中起到显著的中介效应;同时,组织支持的两个维度(情感性支持和工具性支持)在志愿意愿与志愿行为间起到调节作用;亲社会价值取向通过志愿意愿影响志愿行为的中介效应受到组织支持的调节作用.     

服务企业缓解顾客排队等待负面情绪策略研究

"排队等待"是我们日常生活中不可避免的现象,顾客感知的长时间等待会引发焦虑和愤怒等负面情绪。本文阐述了排队等待负面情绪的产生,分析了顾客排队等待的心理,进而提出了缓解这种负面情绪的策略,有助于服务企业提升服务质量,赢得更多的忠诚顾客。     

感知到晋升的员工会更加的无私吗?晋升感知与组织公民行为关系的实证研究

高跳槽率和高晋升速度成为了当今中国企业的典型特征,其背后折射出有关员工忠诚度的悖论现象.为了解决该悖论,本研究从员工的晋升感知切入,拟探讨两种晋升感知(晋升机会感知和晋升公平感知)对组织公民行为的影响,以及年龄、教育程度在其中的调节作用.本研究调查了352名企业员工,数据分析结果表明:晋升机会感知和晋升公平感知均对组织公民行为具有显著正向影响.员工的教育程度对上述关系均起着正向调节作用,员工年龄只对晋升公平感知与组织公民行为的关系起着负向调节作用.本研究的发现不仅对晋升感知和组织公民行为研究领域具有一定贡献,还能够为企业激发员工的无私行为提供指导意义.     

道德型品牌危机下不同类型员工与顾客情绪互动对消费者宽恕的影响研究

互联网时代下，道德型品牌危机的传播速度与范围均发生了根本性的变化，严重影响企业的市场表现与品牌形象。在直播电商成为主流营销渠道的今天，直播间内员工顾客的情绪互动是企业挽回顾客关系与修复品牌形象最直接的途径和方法，需要企业重点关注。在此背景下，借助质性研究方法，系统凝练并提出了道德型品牌危机下不同类型员工与顾客情绪互动对消费者宽恕的影响机制，为企业道德型品牌危机管理及运用员工力量获得消费者宽恕提供理论指导与实践建议。     

企业社会责任特征对员工绿色行为的影响:基于道德决策的机制模型

员工绿色行为作为提升组织环保绩效、促进企业可持续发展的关键因素,越来越多的学者对其进行了深入探讨。然而,现有研究大多从态度、动机和领导者行为等方面考察员工绿色行为的形成过程,忽视了组织特征因素,以及员工内在的道德认知和道德情绪因素的共同作用。本文基于道德决策理论,从理性道德认知和非理性道德情绪出发,建构企业社会责任特征与员工绿色行为的关系模型,并分析员工的道德认知与道德情绪交互作用对员工绿色行为的即时影响。研究结果将从道德决策视角拓展员工绿色行为的理论版图;实践上为培育员工的生态素养、激发员工绿色行为寻求道德动力,为组织环保实践和绿色可持续发展提供管理依据和策略。     

投桃何以报李:企业内外部社会责任对管家行为的影响机制研究

当员工感知到企业的善行,即企业善待员工或是积极履行对外部利益相关者的责任,是否会激发员工"舍己为公"的行为倾向,使其为了保护组织长远利益而牺牲个人短期利益呢?本研究依据社会交换和社会认同理论,通过524份有效样本进行实证分析,探讨员工感知的企业社会责任对"舍己为公"的管家行为的作用机制。结果表明,员工感知的内部和外部企业社会责任均正向影响员工的管家行为。责任知觉和道德认同分别在员工感知的内部企业社会责任与管家行为、员工感知的外部企业社会责任与管家行为间起中介作用,且责任知觉和道德认同的中介作用没有显著差异。     

An integrated model of the effects of service evaluation,corporate image,and switching barriers on customer loyalty

The purpose of this study was to examine the relationships between service evaluation, corporate image, switching barriers, and customers’ intentional loyalty. The proposed model was tested and valuated in the mobile services context. A field survey was conducted using a structured questionnaire about the investigated concepts. To test the proposed hypotheses, a model was constructed and estimated using the method of partial least squares. Findings indicate that service evaluation constructs have both direct and indirect effects, through customer satisfaction and corporate image, on customers’ intentional loyalty. The outcomes suggest that marketers, in their effort to develop more customer-oriented marketing plans, should consider both the pool-in factors, reflecting the value of the provided services, customer satisfaction, and corporate image, and the interactions among them, as well as the push-back factors, as they all impact on customers’ behavioral intentions. The research was limited to one service setting and the proposed model should be cross-validated in other service settings before the relationships among its components are fully clarified. Also, the use of cross-section design reduces inference ability regarding temporal changes in research constructs. This article contributes in adding to the body of the existing knowledge by considering both corporate image and switching barriers, along with service evaluation constructs, as antecedents of consumer’s intentions determination, resulting in a model that has not been investigated thus far.     

Evaluating Moral Issues in Motivation Theories: Lessons from Marketing and Advertising Practices

Motivation theories in the management and organizational behavior literature represent researchers’ attempts to understand the processes that cause people to act productively in the context of the employment relationship, for the benefit of their employers (Miner Organizational behavior, performance and productivity New-York: Random-House 1988). These theories attempt to develop tools that will enable managers to make their employees’ behavior cost-effective and directed toward the achievement of the organization’s goals. From this perspective, motivational and marketing practices are quite similar, especially if we compare motivational and advertising practices. The goal of both is to propel people into behaving in a way that will benefit the organization. This paper examines what the well-developed criticism of advertising and marketing practices can teach us about the use of motivational practices in work organizations. Following Bishop’s (Business Ethics Quarterly 10: 371–398, 2000) framework of the moral issues raised by ads, this paper critically investigates the moral meaning of classic motivational theories and practices and their implications for both theoreticians and practitioners.     

Behind the influence of job crafting on citizen value co-creation with the public organization: joint effects of paternalistic leadership and public service motivation

This research seeks to investigate the role of paternalistic leadership in fostering job crafting among public employees, which may in turn foster citizen value co-creation with the public organization. The data were collated from public employees working in public legal service agencies in Ho Chi Minh City, Vietnam and citizens whom they served. The data analyses verified the negative association between authoritarian leadership behavior and job crafting, as well as the positive associations between benevolent and moral behaviors and job crafting. The results also revealed the positive effect of job crafting on citizen value co-creation via citizen-organization identification as a mediator.     

内部服务质量理论及其对服务性企业管理实践的启示

根据服务利润链理论,内部服务质量决定了员工的满意感,满意的员工能够为顾客提供高价值的服务,从而使顾客形成满意感和忠诚感,为企业赢得利润和发展。要激励全体员工做好服务工作,自觉地为顾客提供优质服务,服务性企业必须将广大员工当做内部顾客,尽力满足员工的需要和愿望,为员工提供优质的内部服务。     

The relationships between multifoci workplace aggression and work–family conflict

This study examined the relationships between multifoci workplace aggression by supervisors, coworkers, and customers and employees’ work–family conflict (ranked by spouses or closest family members). Furthermore, this study explored how employees’ problem-focused coping levels moderate the relationship between multifoci workplace aggression and employees’ negative affect, which subsequently influences their work–family conflicts. Data from a sample of 457 working adults and their spouses (or their closest family members) and results showed the direct effects of multifoci workplace aggression on employees’ work–family conflict. This research also found that problem-focused coping would weaken the relationship between supervisor/coworker aggression and employees’ negative affect. Moreover, the results revealed that the effects of multifoci workplace aggression spilled over into employees’ family domain through negative affect and influenced their work–family conflicts (ranked by spouses or closest family members). Finally, a moderated-mediation model used in this study supported the hypothesis that negative affect mediates the interactive effects of multifoci workplace aggression and problem-focused coping on employees’ work–family conflicts. The theoretical and practical implications of these findings are discussed.     

自豪还是焦虑?感知上级信任的双刃剑效应研究

在组织管理中,上级信任作为组织内部"软控制"的核心要素,能够激发下属积极性并提升绩效。然而,有学者质疑,员工在感知到上级信任之后就一定会快乐吗?为了回应这个问题,本文基于情绪认知评价理论,提出感知上级信任的两个维度存在双刃剑效应:一方面,当员工感知到上级的依赖时,会产生自豪,进而从事更多的主动性行为;另一方面,当员工感知到上级的披露时,会产生焦虑,进而表现出更多的工作退缩行为。通过对各个行业216名在职员工的三阶段配对数据进行回归分析,本文提出的双中介模型获得了数据的支持。本研究的发现有利于从新的研究视角来认识感知上级信任的双刃剑效应,引导管理者合理表达信任,以激发下属主动性行为,规避退缩行为。