顾客不当行为影响员工工作投入的边界条件研究

文章基于资源保存理论,采取经验取样法探讨了顾客不当行为对员工工作投入的负面影响,并进一步识别了工作常规化和主动性人格两个边界条件对顾客不当行为负面影响的调节作用。通过对128位医护人员连续测量10个工作日的调查,获得1023份数据。研究发现,每日顾客不当行为对员工第二天早上的工作投入具有显著负向影响,且工作常规化和主动性人格对每日顾客不当行为的负面影响有显著弱化作用。此外,研究进一步揭示了工作常规化和主动性人格的三重调节效应。这些结论对服务型企业有以下启示:需要关注顾客行为对员工工作态度和行为的影响;甄选员工和培训员工要重视其主动性人格,提升工作常规化水平;员工主动性人格和工作常规化可以有效缓解顾客不当行为造成的员工工作投入低下问题。

A Study on the Boundary Conditions of the Influence of Customer Mistreatment on Employees' Work Engagement

Drawing on the Conservation of Resources theory, the current study used Experience Sample Methods to discuss the daily influence of customer mistreatment on work engagement, and examined how job routinization and proactive personality help employees to cope with the daily effects of customer mistreatment on work engagement. The study conducted a daily survey of 128 doctors and nurses for 10 work days, and collected 1023 within-person questionnaires.The results of multi-level analysis revealed that job routinization and proactive personality attenuated the effects of customer mistreatment on work engagement. The analyses also showed that, with more proactive personality and high job routinization, the effects of customer mistreatment were minimized. These findings provide important guidance for service employees to participate in the cope of customer mistreatment.