顾客心理契约、顾客满意与顾客公民行为关系——基于健身行业的实证研究

社会交换理论和结构方程模型是研究顾客心理契约、顾客满意与顾客公民行为关系的依据和有效方法。本文通过健身业的实证研究发现,顾客心理契约、顾客满意均对顾客公民行为具有显著的正向影响。顾客满意在心理契约与顾客公民行为关系上起中介作用。其中,顾客满意除了在交易心理契约与顾客反馈行为关系上起到部分中介作用外,在心理契约的两个维度与顾客公民行为三个维度的关系上均起到完全中介的作用。研究结论首次验证了顾客心理契约与顾客公民行为的正相关关系,并对企业利用顾客心理契约促进顾客公民行为的营销实践具有指导意义。     

顾客无礼行为与工作卑微感对销售人员工作退缩行为的影响机制研究

销售人员受组织、个人等诸多因素的影响会出现工作退缩行为，这不仅不利于组织发展，还不利于个人职业的成长。基于此，本文从资源保存理论出发，聚焦顾客行为中伤害意图模糊的顾客无礼行为，探究其与工作卑微感对一线销售人员工作退缩行为的影响机制。研究发现，顾客无礼行为和工作卑微感对销售人员工作退缩行为存在交互效应，职业承诺在其中起部分中介作用，这也为企业开展销售人员管理提供了有价值的策略建议。     

内部营销对酒店员工工作满意的影响研究——以组织承诺为中介变量

内部营销将员工视作企业的内部顾客,以员工工作满意为核心,通过营造各种体验来刺激企业员工反馈以形成一定程度的组织承诺。文章以员工组织承诺为中介变量,探讨酒店内部营销对员工组织承诺和员工工作满意影响,研究结果显示:酒店内部营销对员工组织承诺、员工组织承诺对员工工作满意、内部营销对员工工作满意均有正向影响,但酒店内部营销对组织承诺的五个构面影响不一致,组织承诺的五个构面对员工工作满意的影响也不一致。组织承诺在内部营销与员工工作满意中起部分中介作用。     

专项投资对机会主义行为的影响——关系承诺的中介作用

本文基于交易成本理论、关系交换理论及关系承诺理论,构建企业专项投资对渠道成员机会主义行为影响的研究框架,探讨专项投资及关系承诺对机会主义行为的影响及作用机制,采用PLS建模方法对244份有效样本数据进行实证检验。结果表明:专项投资通过正向影响算计性承诺,进而促进机会主义行为;专项投资通过正向影响情感性承诺,进而抑制机会主义行为。因此,企业应高度重视渠道伙伴的机会主义行为,努力让渠道合作伙伴感知到企业专项投资表达的是一种长期合作意愿,鼓励渠道伙伴作出情感性承诺进而降低机会主义行为。     

员工责任感中介作用实证研究

近年来,员工责任感已被视为有关管理和组织行为研究的一个重要变量,员工责任感对员工的行为有重要的影响,员工责任感是维持和提高劳动生产力的一个重要因素。本文通过对四家星级酒店进行主管-员工配对问卷调查和访谈,应用相关分析和回归分析,深入研究员工责任感在组织支持感受、组织承诺和组织公民行为方面的中介作用。结论表明:员工责任感在组织支持感受、组织承诺和组织公民行为之间起中介作用,员工感受到组织支持程度越高,就越表现出高的责任感;员工的责任感越高,就越表现出高的组织承诺和高的组织公民行为。     

基于顾客视角的B2C网站品牌资产影响要素实证研究

利用关系范式研究顾客视角下的B2C网站品牌资产影响要素有重要意义。顾客视角下B2C网站品牌资产影响要素金字塔模型。社交体验及关系价值对B2C购物网站品牌资产有着重要意义,品牌资产包括顾客感知和顾客行为两个层面。     

领导—部属交换与员工组织公民行为：组织公平的缓冲作用实证研究

通过在上海、浙江等地按照“配比研究”的办法来选择研究样本进行结构化问卷调查，最终得到有效的主管／部属配对数据218条。据此，本研究采用验证性因子分析（CFA）、相关分析和层次回归分析法，检验了组织中领导—部属交换与组织公民行为的关系，以及组织公平在这一关系间的缓冲作用。研究结果表明：领导—部属交换与组织公民行为有显著的正相关；组织公平与组织公民行为有显著的正相关；组织公平对领导—部属交换和组织公民行为的关系具有一定程度的缓冲作用。     

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.     

组织生涯管理:持续促进B类员工A类化

绩效平平的B类员工通常是企业中的大多数,对组织整体绩效影响很大。本文认为,组织生涯管理可以同时提高员工的组织承诺和生涯承诺,持续促进B类员工向A类转化。文章还从技术层面探讨了在组织生涯管理模式导入的三个阶段以及日常管理的两个环节中,如何对B类员工有针对性地进行管理。     

道德型领导对员工工作绩效的影响——组织公民行为的中介作用

本文研究了道德型领导对员工工作绩效的影响,以组织公民行为为中介变量。我们发现:(1)道德型领导对员工工作绩效的有正向影响;(2)道德型领导对组织公民行为有正向作用;(3)组织公民行为在道德型领导和员工工作绩效之间起着中介作用。     

Developing Organizational Citizens: Creating Business Impact and Greater Human Capital

Organizational citizenship behavior, when part of a leadership development program, can have an impact on an organization's culture and can impact measurable, tangible business outcomes. Striving for increased organizational citizenship behaviors as a component of leadership development programs can be beneficial in realizing greater organizational human capital and business impact, such as job satisfaction, reduced turnover, organizational effectiveness, and increased customer satisfaction. The associated steps for weaving organizational citizenship into a leadership development program and measuring it are outlined.     

Unit-level linkages between employee commitment to the organization,customer service delivery and customer satisfaction

Service profit chain and service climate research identifies the importance of employee attitudes and employee service behavior as mediating between organizational practices and customer satisfaction. While the importance of employee attitudes and customer service performance are acknowledged, there are calls to more precisely specify proximal mediators between employee attitudes and customer satisfaction. We propose a model in which the relationship between unit-level organizational commitment and customer attitudes is not direct but mediated via employees' customer service delivery including queuing time, serving time and service quality. We conducted a longitudinal unit-level analysis (N = 39) aggregating employee (N over 893) organizational commitment and customer (N over 1248) satisfaction data, and customer service behavior drawn from organizational records. Our model received reasonable support from basic tests of the predictive associations between unit-level organizational commitment, customer-relevant employee behaviors and customer satisfaction; however, organizational commitment was not found to be an important predictor in more rigorous change analyses. The findings as a whole therefore suggest that organizational commitment is a feature of units delivering fast, quality service, but its causal role is as yet unclear.     

Justice and organizational citizenship behavior: What is the relationship?

This study investigates the relationship between perceptions of overall fairness, organizational citizenship behavior, employee attitudes, and the quality of the supervisory/subordinate relationship based on the justice and organizational citizenship literature. Results show that employees do form perceptions of overall fairness and that these perceptions influence job satisfaction and organizational commitment. Relationships are found between altruism and perceptions of overall fairness, job satisfaction and categories of organizational citizenship behavior, and the quality of the supervisory-subordinate relationship and perception of overall fairness and organizational citizenship behavior. Practical implications and issues for future research are discussed.     

Work motivation and organizational citizenship behaviors

This study tested the relationship between employees' sources of work motivation and their display of organizational citizenship behaviors. Two hundred thirty‐nine employees from 38 locations of four companies in the agricultural industry completed the Motivation Sources Inventory and were rated by their leaders in organizational citizenship behaviors. Results showed significant positive relationships between individuals' self‐concept internal motivations and organizational citizenship behaviors. Results also showed significant negative relationships between instrumental and self‐concept external motivations and organizational citizenship behaviors. A hierarchical regression with each of the significant covariates accounted for 12% of the total variance in organizational citizenship behavior. These results indicate that employees' sources of motivation offer some explanation of their organizational citizenship behaviors. Implications for future research and practice are discussed.     

Top management leadership,employee empowerment,job satisfaction,and customer satisfaction in TQM organizations: an empirical study

Top management leadership and employee empowerment are considered two of the most important principles of total quality management (TQM) because of their assumed relationship with customer satisfaction. As a result, many top management leadership and employee empowerment strategies and practices have been suggested in the management literature. However, few studies have been done to test this assumed relationship and determine which of these strategies and practices may be most effective in bringing about the intended results. This study surveyed organizations that have adopted TQM to determine the relationship between top management leadership, employees' empowerment, job satisfaction, and customers' satisfaction. The results reveal positive correlation between top management leadership, employee empowerment, job satisfaction, and customer satisfaction. Employee empowerment and improved levels of job satisfaction are facilitated by top management leadership and commitment to the TQM goal of customer satisfaction by creating an organizational climate that emphasizes total quality and customer satisfaction. Effective strategies for achieving employee empowerment and job satisfaction, together with top management leadership roles in a TQM environment, are identified and discussed.     

物流配送对B2C电子商务客户满意度的影响程度及评价指标体系研究

物流配送是电子商务中的重要环节,在较大程度上影响着客户满意度。文章研究了电子商务和物流配送之间的关系,用词频分析法对消费者的购物评论进行挖掘,揭示出物流配送是影响B2C电子商务客户满意度的最关键因素,并进一步建立起一个B2C电子商务物流配送服务评价指标体系。     

顾客知识管理在B2C电子商务中的应用

随着Internet的不断普及和B2C电子商务的不断发展,网上消费成为一个热点。对B2C电子商务企业来说,准确把握住顾客的需求,提高顾客满意度是提高竞争力的主要途径。本文首先介绍了B2C电子商务的发展,然后介绍了什么是顾客知识管理,最后讨论了顾客知识管理是如何应用在B2C电子商务企业的。     

B2C电子商务模式中逆向物流的管理

本文首先讨论了B2C电子商务模式下正向物流与逆向物流的区别,然后分析了B2C电子商务模式下逆向物流管理的基本思路及方法.管理好逆向物流是采用B2C电子商务模式的企业寻求降低成本、提高客户满意度、提升竞争能力的有效途径.     

Organizational public value and employee life satisfaction: the mediating roles of work engagement and organizational citizenship behavior

Abstract

Building on Meynhardt’s public value concept, which has been developed to make transparent an organization’s contributions to the common good, we investigate the influence of organizational common good practices in the perceptions of employees (measured as public value) on employees’ work attitudes and life satisfaction. The proposed model is tested on a sample of 1045 Swiss employees taken from the 2015 Swiss Public Value Atlas data-set. Study findings reveal that organizational public value is positively related to employee life satisfaction, and that this relationship is partially mediated by work engagement and organizational citizenship behavior. Further, we show that employee common good orientations strengthen the positive impact of organizational public value on employee work engagement and organizational citizenship behavior. Results also provide evidence that the indirect effects of organizational public value on employee life satisfaction via work engagement and organizational citizenship behavior are stronger at higher employee common good orientation levels.