ISSN 1671-3710
CN 11-4766/R
主办:中国科学院心理研究所
出版:科学出版社

心理科学进展 ›› 2020, Vol. 28 ›› Issue (12): 2150-2159.doi: 10.3724/SP.J.1042.2020.02150

• 研究前沿 • 上一篇    下一篇

借花献佛: 顾客导向偏离行为

李朋波1(), 周莹1, 王震2, 孙雨晴3   

  1. 1北京第二外国语学院旅游科学学院, 北京 100024
    2中央财经大学商学院, 北京 100081
    3上海交通大学安泰经济与管理学院, 上海 200030
  • 收稿日期:2020-04-05 出版日期:2020-12-15 发布日期:2020-10-26
  • 通讯作者: 李朋波 E-mail:lpbup@sina.com
  • 基金资助:
    国家自然科学基金项目(71702005);国家自然科学基金项目(71772193);北京市教委社科计划项目(SM201810031001);北京第二外国语学院“青年学术拔尖人才(团队)计划”;北京第二外国语学院研究生科研项目资助(11122018003)

Present Buddha with borrowed flowers: Customer-oriented deviant behaviors

LI Pengbo1(), ZHOU Ying1, WANG Zhen2, SUN Yuqing3   

  1. 1School of Tourism Sciences, Beijing International Studies University, Beijing 100024, China
    2School of Business, Central University of Finance and Economics, Beijing 100081, China
    3Antai College of Economics and Management, Shanghai Jiao Tong University, Shanghai 200030, China
  • Received:2020-04-05 Online:2020-12-15 Published:2020-10-26
  • Contact: LI Pengbo E-mail:lpbup@sina.com

摘要:

顾客导向偏离行为, 是一线员工为了帮助或维护顾客利益而违反组织规章制度的行为。近年来, 顾客导向偏离行为受到了学术界关注并成为了一个研究热点。通过回顾相关文献发现, 顾客导向偏离行为的研究在组织行为、服务管理领域的提出有着不同的缘起及演变过程; 顾客导向偏离行为的产生受到员工个体特征、工作特征、组织环境、顾客行为四方面因素的影响; 员工顾客导向偏离行为对顾客、员工和组织均有着积极和消极作用并存的“双刃剑”效应。未来研究需要以更加整合的视角对顾客导向偏离行为的界定与测量、员工产生该行为的动机、组织制度和管理者行为的影响, 以及该行为的双向结果及其边际条件等开展探讨。

关键词: 顾客导向偏离行为, 亲社会违规, 偏离动机

Abstract:

Customer-oriented deviant behaviors (CODB), refer to frontline employees’ behaviors aiming to service customers while breaking organizational rules and norms. CODB has received increasing attention and has become an emerging research topic in academia. By reviewing the literature, we found that CODB studies vary in its theoretical basis and evolution pattern across the organizational behavior domain and the service management domain. Four aspects of factors have been found to predict CODB, including employees’ individual differences, job characteristics, organizational context, and customer behaviors. CODB has shown a double-edged sword effect on both customer and employee outcomes and the organization as a whole. Future research should take a more comprehensive lens to advance CODB research, including clarifying its concept and measurement, exploring employees’ motives behind these behaviors, identifying how these behaviors are influenced by organizational policies and managerial behaviors, and examining both the benefits and costs of CODB and their associated boundary conditions.

Key words: customer-oriented deviance behaviors, prosocial violation, deviance motive

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