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This study addresses organization‐based self‐esteem (OBSE) development by examining the role of perceptions of employer psychological contract fulfillment, and the self‐regulatory processes by which OBSE evolves and produces its effects. Self‐regulatory theory helps reveal why psychological contract fulfillment relates to OBSE, how OBSE mediates its effects, and the ways in which OBSE might interact with perceived employment opportunities to affect job satisfaction, performance, and turnover intentions. The results show that OBSE is related to and mediates the relationships between relational contract fulfillment and employee job satisfaction and performance, but OBSE is not related to transactional contract fulfillment. Nor does OBSE mediate the relationships between transactional contract fulfillment and the dependent variables. Perceived employment opportunities moderate the relationships of OBSE with job satisfaction and turnover intentions. This study concludes with recommendations of ways managers can increase their sensitivity to the types of messages they communicate to employees. © 2014 Wiley Periodicals, Inc. 相似文献
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Benjamin M. Walsh Vicki J. Magley 《International Journal of Human Resource Management》2020,31(17):2165-2187
AbstractTraining is recommended as an important human resource management (HRM) practice to prevent mistreatment and enhance civility, but little is known about what influences the effectiveness of civility training. The central aim of this study was to address how workgroup conditions influence employees' attitudes about civility training and motivation to learn, which previous research shows is a predictor of training outcomes. Predictors were posited to include psychological and workgroup climate for civility, and personal and ambient mistreatment experiences. These predictors were hypothesized to drive positive (training discrepancy) and negative (training skepticism) pre‐training attitudes, which in turn were expected to influence motivation to learn. Results suggest the influence of climate for civility and mistreatment experiences on motivation to learn is largely indirect via pre‐training attitudes. Training skepticism and training discrepancy have conflicting influences on motivation to learn. Findings provide an empirical basis for HRM professionals to maximize employee motivation to learn in their own civility interventions. 相似文献
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客户是企业生存和发展的重要资产,提供客户满意的客户服务是企业提高客户忠诚度的一项重要策略。构建基于知识管理的客户服务系统,能有效的提高客户服务的质量及客户的满意度,为企业的发展提供更广阔的空间。本文给出了一种基于知识管理的客户服务管理系统结构,并从知识获取、知识表示、知识查询、知识转化等视角研究系统实现的方法。 相似文献
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Based on self‐consistency theory, this study examined the relationship between mentoring quality as perceived by protégés and protégés' proactive behavior. It focused on the mediating role of organization‐based self‐esteem (OBSE) and the moderating role of traditionality. To examine these relationships, we administrated three‐wave surveys to 237 subordinate–supervisor dyads in a construction enterprise. The results of hierarchical linear modeling demonstrated that (a) mentoring quality and proactive behavior had a positive relationship; (b) OBSE mediated this relationship; and (c) traditionality strengthened both the relationship between mentoring quality and OBSE and the indirect effect of mentoring quality on proactive behavior via OBSE. Our findings have theoretical and practical implications for research on mentoring and proactive behavior. 相似文献
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The study builds a cross‐level work process control‐based model of psychological ownership in a Chinese context. We operationalize individual‐level control as participative decision‐making and unit‐level control as the self‐managing team climate. We further theorize how the value orientation of employees to power differentials moderates the mediating effects of psychological ownership on the relationship between the two levels of control and employee outcomes. We found that the positive effects of control experiences on some outcomes are mediated by psychological ownership. Additionally, power distance moderates the mediating role of psychological ownership. Our results suggest that, in order to cultivate the positive effects of perceived control on employee contributions, managers should pay attention to employees high in power distance since these individuals are reluctant to exercise control. Training or encouraging these individuals to participate in decision making may help them cultivate the positive feelings of psychological ownership. 相似文献
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客户服务是企业竞争的制高点。本文系统地分析了水务行业客户服务的体系化、人性化以及差异化等特性,并对提高客户服务管理质量进行了进一步的探讨。 相似文献
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企业在为顾客提供服务的时候往往有一些约定俗成的原则,如"顾客都永远是对的"、"顾客就是上帝"。然而现实中的一些情况却告诉我们很多时候顾客不仅仅是错的,而且是很不公平的。他们利用一些公司政策的漏洞或者利用"总是对的"来要求得到一些补偿,这些行为不仅给公司带来了不利的影响,并且在很多时候还伤害了公司的员工和其他顾客的利益。面对新的情况,公司管理层需要以一种客观的态度来看待并采取积极有效的措施来应对。 相似文献
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夏宇寰张明玉李爽蓝媛媛 《经济与管理研究》2019,40(8):115-128
基于自我损耗理论,本文以自我损耗为中介变量,以人际敏感特质为调节变量,构建一个有调节的中介模型,以探讨工作场所无礼行为对员工建言行为的影响及作用机制。本文研究以中国一家大型食品加工企业的306名员工及其直属领导为研究对象进行配对问卷调查。研究结果表明：（1）在自我损耗的中介作用下,工作场所无礼行为负向影响员工的建言行为;（2）人际敏感特质正向调节工作场所无礼行为与自我损耗的直接关系;（3）人际敏感特质正向调节工作场所无礼行为与员工建言行为的间接关系。本文研究结论有助于扩展无礼行为和建言行为的研究视野,同时对于促进企业领导者减少组织中无礼行为的发生、提升员工建言的积极性、提高决策效率具有指导意义。 相似文献
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Riccardo Peccei Patrice Rosenthal 《International Journal of Human Resource Management》2013,24(1):66-86
This paper provides a first attempt at conceptualizing and operationalizing the notion of commitment to customer service (CCS) as part of a broader concern to explore the determinants of key aspects of service quality and of individual-level performance in service organizations. Based on an explicitly behavioral definition of commitment to customer service, we first set out a model of the antecedents of CCS. We then test it using data from a representative sample of 717 employees of a major food-retailing organization in the UK. The results suggest that commitment to customer service is primarily a non-calculative phenomenon driven above all by affective. normative altruistic concerns, rather than by overtly instrumental considerations. Additional significant determinants of CCS were job pressure, job routinization. job competence and employees' understanding of customer service requirements. Research and policy implications of the study are discussed. 相似文献
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Shun-Hsing Chen 《International Journal of Human Resource Management》2013,24(21):3939-3956
Customer relationship management seeks to nurture relationships with customers by providing appropriate services for particular customers. Previous studies in this area have tended to examine either: (i) the improvement of service quality or (ii) the identification of customers who will bring the most value (and thus greatest profit). Few studies have attempted to integrate the two aspects of the problem. The present study addresses this deficiency by proposing a comprehensive assessment model that integrates a novel categorization of customers (using a customer pyramid) with a detailed analysis of particular service-quality attributes (using a performance control matrix) to provide more accurate guidance for practitioners in designing specific service-improvement strategies for particular quality attributes and particular customer categories. This integrated assessment model promises to be of particular benefit to service providers whose business resources are limited because it facilitates the design of appropriate service-improvement strategies that are tailored to specific customer groups and the service-quality attributes that are of importance to them. 相似文献
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Drawing on the relational perspective and self‐consistency theory, we theorize how relationships involving work‐centric, off‐work‐centric, and/or personal components can affect an employee's organization‐based self‐esteem and job performance in Chinese organizational contexts. Matched data were collected from a multi‐source sample that included 219 employee–supervisor dyads from a Chinese bank. Results based on hierarchical regression analyses reveal that a high‐quality relationship with a supervisor through work and off‐work domains (leader–member exchange and guanxi) is positively related to organization‐based self‐esteem. Organization‐based self‐esteem plays a mediating role in the relationship between guanxi and job performance. Additionally, career mentoring from a supervisor (a work‐centric relationship involving personal components) moderates the relationship between organization‐based self‐esteem and job performance. 相似文献
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对我国物流业中客户服务的初步分析 总被引：1，自引：0，他引：1
客户服务是物流活动过程的重要内容，本文从客户服务的观点出发，对我国物流业中客户服务和服务对象等进行了分析，并探讨了物流企业客户服务的评估方法，提出了改善物流活动中客户服务的一些措施。 相似文献
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加强服务业的顾客管理,以求在竞争中求得生存和发展,已经成为我们面临的一个紧迫的问题。本文首先探讨顾客期望的内涵,对广州地铁顾客期望的因素进行了探索性研究,并提出广州地铁顾客期望管理的相关策略。 相似文献
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Workaholism is commonly conceptualized as a compulsive inner drive to work excessively hard. This study investigates to what extent rigid personal beliefs—i.e., performance‐based self‐esteem (self‐esteem that is contingent upon good performance) and an enough continuation rule (continuing with work until one feels one has done enough)—contribute to exhaustion through workaholism. To examine these potential antecedents and consequences of workaholism, data of a two‐wave longitudinal survey study with a six‐month time interval was used (n = 191). Results of structural equation modeling provided support for our hypotheses. Taken together, our findings show that rigid personal beliefs at T1 predicted primarily working compulsively at T2, and working compulsively at T1 influenced exhaustion at T2. Moreover, reciprocal relationships were found between applying the enough continuation rule and working compulsively, and between working compulsively and exhaustion. These results suggest partial mediation from cognitive antecedents (personal beliefs) through workaholism to exhaustion. In practical terms, the results indicate that cognitive antecedents may provide a good starting point for interventions for preventing exhaustion and workaholism. © 2014 Wiley Periodicals, Inc. 相似文献
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浅谈供电企业如何加强用电营销管理 总被引：1，自引：0，他引：1
用电营销管理是供电企业日常管理的重要组成部分,在这一方面受到国内供电形势、电价因素以及经济危机的影响,当前一些供电企业用电管理陷入一种比较被动的局面。 相似文献
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《Asia Pacific Journal of Human Resources》2017,55(3):320-336
Using knowledge‐based theories of self‐esteem, we investigate the relationship between employed adults' change in self‐esteem following cosmetic facial surgery and changes in their job satisfaction and workplace burnout. Quantitative data are collected from patients who have undergone cosmetic facial surgical procedures within a four‐year period. The survey responses of 106 employed adults are analysed using hierarchical moderator regression. The findings show a positive relationship between change in self‐esteem and change in job satisfaction, and a negative relationship with change in burnout. Cumulative effects are identified. For those who strongly perceive an improvement in their post‐operative self‐esteem, the longer the time since surgery, the greater the increase in job satisfaction and decrease in burnout; for those who strongly perceive their self‐esteem has not improved, the greater the decrease in job satisfaction. These results demonstrate that the influence of change in self‐esteem following surgery extends into the workplace. 相似文献
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在当前金融市场全球化的背景下,中国的证券公司竞争的焦点主要集中在客户服务上。本文从经纪人管理的角度,对利用经纪业务综合管理平台系统,实现优质客户服务进行了一定讨论,对经纪业务综合管理平台系统的构件、功能的实现和未来的发展趋势等几个方面进行了阐述。 相似文献
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本文首先分析了我国物流客户服务管理中存在的一些问题,进一步指出提升物流客户服务管理的必要性。并针对当前物流客户管理中出现的漏洞,提出建立"以客户为中心"的客户管理思想、有针对性地培育各种客户群、改善售后服务质量、建立客户服务反馈机制、建立高效的CRM软件交流平台等措施。 相似文献