资源视角下顾客授权行为的赋能效应研究

当代财经 ›› 2023, Vol. 0 ›› Issue (1): 82-93.

资源视角下顾客授权行为的赋能效应研究

郭功星¹, 田建², 程豹²

1.汕头大学商学院,广东汕头 515063;
2.西南财经大学工商管理学院,四川成都 611130

收稿日期:2022-03-25 修回日期:2022-09-22 出版日期:2023-01-15 发布日期:2023-09-22
通讯作者: 田建,西南财经大学博士研究生,主要从事组织行为学和酒店管理研究,联系方式1211202z2002@smail.swufe.edu.cn。
作者简介:郭功星,汕头大学副教授,博士,广东省习近平新时代中国特色社会主义思想研究中心汕头大学研究基地特约研究员,主要从事企业管理和市场营销研究;程豹,西南财经大学副教授,博士,主要从事组织行为学和人力资源管理研究。
基金资助:
国家自然科学基金项目“中国接待业情境下顾客授权行为的内涵、成因与后果：赋能与负担”（72102135）; 国家自然科学基金项目“职场负面八卦的内涵、影响后果及作用机制研究：基于受害者和旁观者双重视角”（72102189）; 教育部人文社会科学规划项目“激励还是负担?顾客授权行为对服务员工的双刃剑效应研究”（21YJA630020）; 广东高校省级重大科研项目“潮汕文化与区域经济发展研究”（2020WCXTD022）

Research on the Enabling Effects of Customer Empowering Behaviors from the Perspective of Resources

GUO Gong-xing¹, TIAN Jian², CHENG Bao²

1. Shantou University, Shantou 515063;
2. Southwestern University of Finance and Economics, Chengdu 611130, China

Received:2022-03-25 Revised:2022-09-22 Online:2023-01-15 Published:2023-09-22

摘要/Abstract

摘要： 基于资源保存理论,通过收集三阶段主管与员工配对的数据,探讨顾客授权行为对员工面向自身结果（工作满意度）和面向顾客结果（顾客导向的组织公民行为）的赋能效应及其作用机制。基于365份有效问卷的数据分析结果显示：顾客授权行为对工作满意度和顾客导向的组织公民行为存在正向影响;和谐式工作激情在顾客授权行为与工作满意度和顾客导向的组织公民行为之间起中介作用;工作自主性不仅对顾客授权行为与和谐式工作激情的关系起调节作用,而且调节和谐式工作激情在顾客授权行为与工作满意度和顾客导向的组织公民行为之间的中介效应。该研究不仅在理论上丰富了关于顾客授权行为的文献资料,而且在实践上为提升一线服务员工工作满意度和顾客导向的组织公民行为提供了有价值的参考。

关键词: 顾客授权行为, 和谐式工作激情, 工作自主性, 工作满意度, 顾客导向的组织公民行为

Abstract: Based on the resource conservation theory, this paper explores the enabling effect of customer empowering behaviors on employees' self-oriented outcome (job satisfaction) and customer-oriented outcome (customer-oriented organizational citizenship behavior) and its mechanism of action by collecting the supervisor-employee matching data in the three stages. The results of the data analysis based on 365 valid questionnaires show that customer empowering behaviors have a significant positive impact on job satisfaction and customer-oriented organizational citizenship behavior, that harmonious work passion plays a mediating role between the customer empowering behaviors and job satisfaction and the customer-oriented organizational citizenship behavior, and that job autonomy not only moderates the relationship between customer empowering behaviors and harmonious work passion, but also moderates the mediating effect of harmonious work passion between the customer empowering behaviors and job satisfaction and the customer-oriented organizational citizenship behavior. This study not only enriches the literatures on customer empowering behaviors in theory, but also provides valuable implications for improving the job satisfaction and customer-oriented organizational citizenship behaviors of frontline service employees in practice.

Key words: customer empowering behaviors, harmonious work passion, job autonomy, job satisfaction, customer-oriented organizational citizenship behavior

中图分类号:

郭功星, 田建, 程豹. 资源视角下顾客授权行为的赋能效应研究[J]. 当代财经, 2023, 0(1): 82-93.

GUO Gong-xing, TIAN Jian, CHENG Bao. Research on the Enabling Effects of Customer Empowering Behaviors from the Perspective of Resources[J]. Contemporary Finance & Economics, 2023, 0(1): 82-93.

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