顾客授权行为对员工职业成长的影响：自我决定理论视角

doi:10.3724/SP.J.1041.2021.00215

摘要/Abstract

摘要：

聚焦于顾客授权行为这一概念, 以自我决定理论为基础, 分别引入基于组织的自尊作为中介变量和职业中心性作为调节变量, 探讨了顾客授权行为对一线服务员工职业成长的影响机制和作用边界。通过一项三阶段的时间滞后研究设计, 获取了245份有效样本, 结果显示: (1)顾客授权行为对员工职业成长具有显著的正向影响; (2)基于组织的自尊在顾客授权行为与员工职业成长之间起着部分中介作用; (3)职业中心性对顾客授权行为与基于组织的自尊的作用关系具有正向调节作用: 当员工职业中心性水平较高时, 顾客授权行为对基于组织的自尊的正向影响更强; (4)职业中心性进一步调节顾客授权行为通过基于组织的自尊对职业成长的间接影响: 当员工职业中心性水平较高时, 顾客授权行为通过基于组织的自尊对职业成长的正向效应会增强。

关键词: 顾客授权行为, 基于组织的自尊, 职业中心性, 职业成长

Abstract:

Customer empowering behaviors, an emerging research topic in the fields of service management and organizational behavior, refer to employees’ perceptions of certain behaviors of customers or certain conditions created by customers in the service encounter contexts that make them feel motivated and competent to make independent decisions for achieving the desired service objects in the process of providing services. Although this concept originally comes from empowerment, prior research on empowerment mainly focused on organizations (or leaders) empowering employees (e.g., empowering supervision, leadership empowerment behavior, employee empowerment, or employee psychological empowerment) and organizations empowering customers (e.g., customer empowerment or customer psychological empowerment), customers empowerment of employees (i.e., customer empowering behaviors) was given little attention.

Therefore, this study focuses on the relatively new concept of customer empowering behaviors and aims to investigate their effects on the career growth of frontline service employees. To unravel the linking mechanisms and boundary conditions of the relationship between customer empowering behaviors and employees’ career growth, we introduce organization-based self-esteem as a mediator and career centrality as a moderator, respectively, from the perspective of self-determination theory. We conducted a three-wave research design and achieved 245 valid samples from the frontline service employees of six garment sales enterprises in Guangzhou and Shantou cities of Guangdong Province.

Confirmatory factor analysis was performed to examine the discriminant validity of key variables (i.e., customer empowering behaviors, organization-based self-esteem, career centrality, and career growth); the results yielded good distinctiveness. Then, we employed hierarchical multiple regression analyses and bootstrapping analyses to test the hypotheses. The results indicated the following: (1) customer empowering behaviors have a significant positive impact on employees’ career growth; (2) organization-based self-esteem plays a mediating role in the relationship between customer empowering behaviors and employees’ career growth; (3) career centrality plays a moderating role in the relationship between customer empowering behaviors and organization-based self-esteem; (4) career centrality further moderates the indirect effect of customer empowering behaviors on employees’ career growth via organization-based self-esteem.

This study offers several theoretical and practical implications. First, it explores the impact of customer empowering behaviors on employees’ career outcomes (i.e., career growth) of frontline service employees. This is conducive to a comprehensive and in-depth understanding of the consequences of customer empowering behaviors and provides new empirical evidence for expanding and enriching the research on customer empowering behaviors. Second, from the perspective of self-determination theory, this study confirms the mediating role of organization-based self-esteem and the moderating role of career centrality on the “customer empowering behaviors-career growth” connection, which reveals the “black box” and the boundary condition of the effects of customer empowering behaviors on employees. In practice, this study can help service enterprises and their managers understand the connotation and the effects of customer empowering behaviors more accurately, to improve their insight into the possible positive effects of these actions, and to strengthen their positive effects, such as promoting organization-based self-esteem and the career growth of their employees.

Key words: customer empowering behaviors, organization-based self-esteem, career centrality, career growth

中图分类号:

B849:C93

郭功星, 程豹. (2021). 顾客授权行为对员工职业成长的影响：自我决定理论视角. 心理学报, 53(2), 215-228.

GUO Gongxing, CHENG Bao. (2021). Effects of customer empowering behaviors on employees’ career growth: Perspective of self-determination theory. Acta Psychologica Sinica, 53(2), 215-228.

图/表 7

参考文献 74

[1]	Ahearne, M., Mathieu, J., & Rapp, A. (2005). To empower or not to empower your sales force? An empirical examination of the influence of leadership empowerment behavior on customer satisfaction and performance. Journal of Applied Psychology, 90(5), 945-955.
[2]	Arnold, J. A., Arad, S., Rhoades, J. A., & Drasgow, F. (2000). The empowering leadership questionnaire: The construction and validation of a new scale for measuring leader behaviors. Journal of Organizational Behavior, 21(3), 249-269.
[3]	Arthur, M. B., Khapova, S. N., & Wilderom, C. P. M. (2005). Career success in a boundaryless career world. Journal of Organizational Behavior, 26(2), 177-202.
[4]	Berraies, S., & Hamouda, M. (2018). Customer empowerment and firms’ performance: The mediating effects of innovation and customer satisfaction. International Journal of Bank Marketing, 36(2), 336-356.
[5]	Blau, P. M. (1964). Exchange and power in social life. New York: Wiley.
[6]	Bowling, N. A., Eschleman, K. J., Wang, Q., Kirkendall, C., & Alarcon, G. M. (2010). A meta-analysis of the predictors and consequences of organization-based self-esteem. Journal of Occupational and Organizational Psychology, 83(3), 601-626.
[7]	Brislin, R. W. (1970). Back-translation for cross-cultural research. Journal of Cross-Cultural Psychology, 1(3), 185-216.
[8]	Chay, Y.-W., & Aryee, S. (1999). Potential moderating influence of career growth opportunities on careerist orientation and work attitudes: Evidence of the protean career era in Singapore. Journal of Organizational Behavior, 20(5), 613-623.
[9]	Chen, G. Q., Wang, X. H., Li, Q., & Lei, J. X. (2012). The impact of organizational empowerment on organizational learning capability and strategic flexibility. Science Research Management, 33(6), 128-136.
	[ 陈国权, 王晓辉, 李倩, 雷家骕. (2012). 组织授权对组织学习能力和战略柔性影响研究. 科研管理, 33(6), 128-136.]
[10]	Cheng, B., Zhou, X., & Guo, G. X. (2019). Effects of perceived overqualification on employees’ career satisfaction: From the perspective of cognition. Business Management Journal, 41(2), 107-121.
	[ 程豹, 周星, 郭功星. (2019). 资质过剩感知影响员工职业满意度的认知路径. 经济管理, 41(2), 107-121.]
[11]	Cohen, J., Cohen, P., West, S. G., & Aiken, L. S. (2003). Applied multiple regression/correlation analysis for the behavioral sciences (3rd ed.). Mahwah, NJ: Lawrence Erlbaum.
[12]	Conger, J. A., & Kanungo, R. N. (1988). The empowerment process: Integrating theory and practice. Academy of Management Review, 13(3), 471-482.
[13]	Deci, E. L., Connell, J. P., & Ryan, R. M. (1989). Self-determination in a work organization. Journal of Applied Psychology, 74(4), 580-590.
[14]	Deci, E. L., & Ryan, R. M. (1985). Intrinsic motivation and self-determination in human behavior. New York: Plenum.
[15]	Deci, E. L., & Ryan, R. M. (1991). A motivational approach to self: Integration in personality. In R. Dienstbier (Ed.), Nebraska symposium on motivation: Perspectives on motivation (Vol. 38, pp. 237-288). Lincoln: University of Nebraska Press.
[16]	Deci, E. L., & Ryan, R. M. (2000). The “what” and “why” of goal pursuits: Human needs and the self-determination of behavior. Psychological Inquiry, 11(4), 227-268.
[17]	Deci, E. L., & Ryan, R. M. (2008). Self-determination theory: A macrotheory of human motivation, development, and health. Canadian Psychology, 49(3), 182-185.
[18]	Dong, N. N., & Wang, X. L. (2020). Where there’s a will, there’s a way: Intrinsic motivational orientation, idea quality, and idea implementation. Acta Psychologica Sinica, 52(6), 801-810.
	[ 董念念, 王雪莉. (2020). 有志者, 事竟成: 内在动机倾向、创意质量与创意实施. 心理学报, 52(6), 801-810.]
[19]	Dong, Y., Liao, H., Chuang, A., Zhou, J., & Campbell, E. M. (2015). Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership. Journal of Applied Psychology, 100(5), 1364-1380.
[20]	Edwards, J. R., & Lambert, L. S. (2007). Methods for integrating moderation and mediation: A general analytical framework using moderated path analysis. Psychological Methods, 12(1), 1-22. URL pmid: 17402809
[21]	Erdogan, B., Tomas, I., Valls, V., & Gracia, F. J. (2018). Perceived overqualification, relative deprivation, and person-centric outcomes: The moderating role of career centrality. Journal of Vocational Behavior, 107, 233-245.
[22]	Ferris, D. L., Brown, D. J., Lian, H., & Keeping, L. M. (2009). When does self-esteem relate to deviant behavior? The role of contingencies of self-worth. Journal of Applied Psychology, 94(5), 1345-1353.
[23]	Gouldner, A. W. (1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 25(2), 161-178.
[24]	Grant, A. M., Nurmohamed, S., Ashford, S. J., & Dekas, K. (2011). The performance implications of ambivalent initiative: The interplay of autonomous and controlled motivations. Organizational Behavior & Human Decision Processes, 116(2), 241-251.
[25]	Griffin, M. A., Neal, A., & Parker, S. K. (2007). A new model of work role performance: Positive behavior in uncertain and interdependent contexts. Academy of Management Journal, 50(2), 327-347.
[26]	Han, X. Y., Jiang, Y. W., & Wang, L. (2013). Effects of organization empowerment climate on personal psychological empowerment and performance: Based on employee and customer. China Management Studies, 8(1), 79-99.
	[ 韩小芸, 蒋与文, 王岚. (2013). 组织授权氛围对个体心理授权及其绩效的影响——对员工和顾客两个层次的研究. 中大管理研究, 8(1), 79-99.]
[27]	Han, X.Y., &Li, Y. Q. (2013). Research on multi-level application of empowerment. Journal of Sun Yat-Sen University (Social Science Edition), 51(5), 169-178.
	[ 韩小芸, 黎耀奇. (2011). 授权的多层次运用研究. 中山大学学报(社会科学版), 51(5), 169-178.]
[28]	Harman, H. H.(1976). Modern factor analysis Chicago, IL: University of Chicago Press.
[29]	Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), 513-524. doi: 10.1037/0003-066X.44.3.513 URL
[30]	Hobfoll, S. E. (2001). The influence of culture, community, and the nested-self in the stress process: Advancing conservation of resources theory. Applied Psychology, 50(3), 337-421. doi: 10.1111/apps.2001.50.issue-3 URL
[31]	Khenfer, J., Shepherd, S., & Trendel, O. (2020). Customer empowerment in the face of perceived incompetence: Effect on preference for anthropomorphized brands. Journal of Business Research, 118, 1-11. doi: 10.1016/j.jbusres.2020.06.010 URL
[32]	Konczak, L. J., Stelly, D. J., & Trusty, M. L. (2000). Defining and measuring empowering leader behaviors: Development of an upward feedback instrument. Educational and Psychological Measurement, 60(2), 301-313.
[33]	Korman, A. K. (1970). Toward a hypothesis of work behavior. Journal of Applied Psychology, 54(1), 31-41.
[34]	Korman, A. K. (1977). Organizational behavior. Englewood Cliffs, NJ: Prentice-Hall.
[35]	Lambert, D. M., & Harrington, T. C. (1990). Measuring nonresponse bias in customer service mail surveys. Journal of Business Logistics, 11(2), 5-25.
[36]	Liu, J., Hui, C., Lee, C., & Chen, Z. X. (2013). Why do I feel valued and why do I contribute? A relational approach to employee’s organization-based self-esteem and job performance. Journal of Management Studies, 50(6), 1018-1040.
[37]	Liu, W. X., Liao, J. Q., & Huang, S. H. (2012). Uncertainty avoidance, workload and leader empowering behavior: The moderating role of desirability for control and position. Nankai Business Review, 15(5), 4-12.
	[ 刘文兴, 廖建桥, 黄诗华. (2012). 不确定性规避、工作负担与领导授权行为: 控制愿望与管理层级的调节作用. 南开管理评论, 15(5), 4-12.]
[38]	Luo, P., Shi, J. Q., Zhu, Y. N., & Fang, Y. R. (2020). The influence of idiosyncratic deals on employee proactive career behavior and creativity. Acta Psychologica Sinica, 52(1), 81-92.
	[ 罗萍, 施俊琦, 朱燕妮, 房俨然. (2020). 个性化工作协议对员工主动性职业行为和创造力的影响. 心理学报, 52(1), 81-92.]
[39]	Ma, J., Zhou, X., Chen, R., & Dong, X. (2019). Does ambidextrous leadership motivate work crafting? International Journal of Hospitality Management, 77, 159-168.
[40]	Matthews, R. A., Diaz, W. M., & Cole, S. G. (2003). The organizational empowerment scale. Personnel Review, 32(3), 297-318.
[41]	Noe, R. A., Noe, A. W., & Bachhuber, J. A. (1990). An investigation of the correlates of career motivation. Journal of Vocational Behavior, 37(3), 340-356.
[42]	Pearce, C. L., Sims, H. P., Cox, J. F., Ball, G., Schnell, E., Smith, K. A., & Trevino, L. K. (2003). Transactors, transformers and beyond: A multi-method development of a theoretical typology of leadership. Journal of Management Development, 22(4), 273-307.
[43]	Pierce, J. L., & Gardner, D. G. (2004). Self-esteem within the work and organizational context: A review of the organization-based self-esteem literature. Journal of Management, 30(5), 591-622.
[44]	Pierce, J. L., Gardner, D. G., Cummings, L. L., & Dunham, R. B. (1989). Organization-based self-esteem: Construct definition, measurement, and validation. Academy of Management Journal, 32(3), 622-648.
[45]	Pires, G. D., Stanton, J., & Rita, P. (2006). The internet, consumer empowerment and marketing strategies. European Journal of Marketing, 40(9/10), 936-949.
[46]	Podsakoff, P. M., Mackenzie, S. B., & Podsakoff, N. P. (2012). Sources of method bias in social science research and recommendations on how to control it. Annual Review of Psychology, 63(1), 539-569.
[47]	Quinn, R. E., & Spreitzer, G. M. (1997). The road to empowerment: Seven questions every leader should consider. Organizational Dynamics, 26(2), 37-49.
[48]	Ramani, G., & Kumar, V. (2008). Interaction orientation and firm performance. Journal of Marketing, 72(1), 27-45.
[49]	Ryan, R. M., & Connell, J. P. (1989). Perceived locus of causality and internalization: Examining reasons for acting in two domains. Journal of Personality and Social Psychology, 57(5), 749-761. doi: 10.1037//0022-3514.57.5.749 URL pmid: 2810024
[50]	Schaffer, B. S., & Riordan, C. M. (2003). A review of cross-cultural methodologies for organizational research: A best-practices approach. Organizational Research Methods, 6(2), 169-215.
[51]	Seibert, S. E., Kraimer, M. L., & Crant, J. M. (2001). What do proactive people do? A longitudinal model linking proactive personality and career success. Personnel Psychology, 54(4), 845-874.
[52]	Shalley, C. E., Zhou, J., & Oldham, G. R. (2004). The effects of personal and contextual characteristics on creativity: Where should we go from here? Journal of Management, 30(6), 933-958.
[53]	Shen, Y. M., Ma, C. L., Bai, X. W., Zhu, Y. H., Lu, Y. L., Zhang, Q. L., & Liu, J. (2019). Linking abusive supervision with employee creativity: The roles of psychological contract breach and Zhongyong thinking style. Acta Psychologica Sinica, 51(2), 238-247.
	[ 沈伊默, 马晨露, 白新文, 诸彦含, 鲁云林, 张庆林, 刘军. (2019). 辱虐管理与员工创造力: 心理契约破坏和中庸思维的不同作用 . 心理学报, 51(2), 238-247.]
[54]	Shi, J. M., Zhao, S. S., & Wu, Y. H. (2018). Spiritual leadership and career calling: A research based on self-determination theory. Business Management Journal, 40(12), 138-152.
	[ 史珈铭, 赵书松, 吴俣含. (2018). 精神型领导与员工职业呼唤——自我决定理论视角的研究. 经济管理, 40(12), 138-152.]
[55]	Spreitzer, G. M. (1995). Psychological, empowerment in the workplace: Dimensions, measurement and validation. Academy of Management Journal, 38(5), 1442-1465.
[56]	Thomas, K. W., & Velthouse, B. A. (1990). Cognitive elements of empowerment: An “interpretive” model of intrinsic task motivation. Academy of Management Review, 15(4), 666-681.
[57]	Tiu Wright, L., Newman, A., & Dennis, C. (2006). Enhancing consumer empowerment. European Journal of Marketing, 40(9/10), 925-935. doi: 10.1108/03090560610680934 URL
[58]	Torres, E. N., Wei, W., & Hua, N. (2017). Towards understanding the effects of time and emotions on the vacation experience. Tourism Review, 72(4), 357-374.
[59]	Tuan, L. T., Rajendran, D., Rowley, C., & Khai, D. C. (2019). Customer value co-creation in the business-to-business tourism context: The roles of corporate social responsibility and customer empowering behaviors. Journal of Hospitality and Tourism Management, 39, 137-149.
[60]	Wang, Q., Weng, Q., Mcelroy, J. C., Ashkanasy, N. M., & Lievens, F. (2014). Organizational career growth and subsequent voice behavior: The role of affective commitment and gender. Journal of Vocational Behavior, 84(3), 431-441.
[61]	Wang, Y. L., Deng, J. Y., & Ren, R. W. (2009). The influence of empowering leadership and team communication on team performance. Management World, (4), 119-127.
	[ 王永丽, 邓静怡, 任荣伟. (2009). 授权型领导、团队沟通对团队绩效的影响. 管理世界, (4), 119-127.]
[62]	Weng, Q. X., & Bian, Z. J. (2015). Organizational career management and career growth: A study from the perspective of fit theory. Foreign Economics & Management, 37(8), 30-42+64.
	[ 翁清雄, 卞泽娟. (2015). 组织职业生涯管理与员工职业成长: 基于匹配理论的研究. 外国经济与管理, 37(8), 30-42+64.]
[63]	Weng, Q. X., & Xi, Y. M. (2010). The impact mechanism of career growth on turnover intention: The mediated role of career commitment and perceived opportunities. Nankai Business Review, 13(2), 119-131.
	[ 翁清雄, 席酉民. (2010). 职业成长与离职倾向: 职业承诺与感知机会的调节作用. 南开管理评论, 13(2), 119-131.]
[64]	Weng, Q. X., & Xi, Y. M. (2011). Career growth study: Scale development and validity test. Management Review, 23(10), 132-143.
	[ 翁清雄, 席酉民. (2011). 企业员工职业成长研究: 量表编制和效度检验. 管理评论, 23(10), 132-143.]
[65]	Wu, J. (2019). Decent labor, organizational self-esteem and employee innovative behavior: From the perspective of labor rights protection and organizational innovation award. Forecasting, 38(6), 39-44.
	[ 吴江. (2019). 体面劳动、组织自尊与员工创新行为——基于劳动权益保障和组织创新奖励视角. 预测, 38(6), 39-44.]
[66]	Wu, X., Kwan, H. K., Wu, L-Z., & Ma, J. (2018). The effect of workplace negative gossip on employee proactive behavior in china: The moderating role of traditionality. Journal of Business Ethics, 148(4), 801-815. doi: 10.1007/s10551-015-3006-5 URL
[67]	Yang, Y., Xie, L. S., & Han, X. Y. (2005). An empirical study on the relationship between psychological empowerment of the staff and perceived service quality of a hotel. Tourism Tribune, 20(5), 55-61.
	[ 杨莹, 谢礼珊, 韩小芸. (2005). 员工心理受权与酒店服务质量关系的实证研究. 旅游学刊, 20(5), 55-61.]
[68]	Yin, J., Wang, H., & Huang, M. P. (2012). Empowering leadership behavior and perceived insider status: The moderating role of organization-base self-esteem. Psychologica Sinica, 44(10), 1371-1382.
	[ 尹俊, 王辉, 黄鸣鹏. (2012). 授权赋能领导行为对员工内部人身份感知的影响: 基于组织的自尊的调节作用. 心理学报, 44(10), 1371-1382.]
[69]	Zhang, J., Chen, X. P., & Jiang, Z. S. (2018). On relationship between shared value propositions and firms' innovation capabilities: Customer empowerment as mediator. Chinese Journal of Management Science, 26(12), 177-185.
	[ 张军, 陈晓萍, 姜中霜. (2018). 用户-企业共享价值诉求与企业创新能力关系研究——以顾客授权为中介. 中国管理科学, 26(12), 177-185.]
[70]	Zhang, J., Zhang, J. B., Li, Y., & Deci, E. L. (2010). An effective path for promoting work motivation: The self-determination theory perspective. Advances in Psychological Science, 18(5), 752-759.
	[ 张剑, 张建兵, 李跃, Deci, E. L. (2010). 促进工作动机的有效路径: 自我决定理论的观点. 心理科学进展, 18(5), 752-759.]
[71]	Zhao, X., Huo, B., Flynn, B. B., & Yeung, J. H. Y. (2008). The impact of power and relationship commitment on the integration between manufacturers and customers in a supply chain. Journal of Operations Management, 26(3), 368-388. doi: 10.1016/j.jom.2007.08.002 URL
[72]	Zhao, Y. M., Zhang, Z. T., Liu, N., & Ding, M. Z. (2016). A literature review on new development of self-determination theory. Chinese Journal of Management, 13(7), 1095-1104.
	[ 赵燕梅, 张正堂, 刘宁, 丁明智. (2016). 自我决定理论的新发展述评. 管理学报, 13(7), 1095-1104.]
[73]	Zhou, X., Ma, J., & Dong, X. (2018). Empowering supervision and service sabotage: A moderated mediation model based on conservation of resources theory. Tourism Management, 64, 170-187. doi: 10.1016/j.tourman.2017.06.016 URL
[74]	Zimmerman, M. A., & Rappaport, J. (1988). Citizen participation, perceived control, and psychological empowerment. American Journal of Community Psychology, 16(5), 725-750. doi: 10.1007/BF00930023 URL pmid: 3218639

模型	χ²	df	χ²/df	IFI	TLI	CFI	RMSEA
四因子模型	428.92	269	1.60	0.92	0.91	0.92	0.05
三因子模型^a	572.17	272	2.10	0.85	0.83	0.85	0.07
三因子模型^b	796.11	272	2.93	0.74	0.71	0.74	0.09
三因子模型^c	785.83	272	2.90	0.75	0.72	0.74	0.09
三因子模型^d	803.24	272	2.95	0.74	0.71	0.73	0.09
单因子模型^e	1293.71	275	4.70	0.49	0.44	0.49	0.12

模型	χ²	df	χ²/df	IFI	TLI	CFI	RMSEA
四因子模型	428.92	269	1.60	0.92	0.91	0.92	0.05
三因子模型^a	572.17	272	2.10	0.85	0.83	0.85	0.07
三因子模型^b	796.11	272	2.93	0.74	0.71	0.74	0.09
三因子模型^c	785.83	272	2.90	0.75	0.72	0.74	0.09
三因子模型^d	803.24	272	2.95	0.74	0.71	0.73	0.09
单因子模型^e	1293.71	275	4.70	0.49	0.44	0.49	0.12

变量	1	2	3	4	5	6	7	8	9
1. 性别
2. 年龄	0.16*
3. 学历	0.05	0.04
4. 工龄	-0.03	0.39**	0.20**
5. 主动性人格	0.03	0.06	0.08	0.09
6. 顾客授权行为	-0.10	0.07	0.04	0.05	0.01	(0.72)
7. 职业中心性	0.10	-0.03	0.01	0.02	-0.06	0.07	(0.82)
8. 基于组织的自尊	0.00	-0.04	0.08	-0.04	-0.01	0.31**	0.15*	(0.76)
9. 职业成长	0.00	-0.02	-0.06	-0.07	0.03	0.30**	0.01	0.26**	(0.96)
平均值(M)	1.63	3.01	1.34	2.25	3.67	3.65	3.97	3.70	-
标准差(SD)	0.48	1.40	0.55	1.16	0.56	0.50	0.71	0.50	-

变量	1	2	3	4	5	6	7	8	9
1. 性别
2. 年龄	0.16*
3. 学历	0.05	0.04
4. 工龄	-0.03	0.39**	0.20**
5. 主动性人格	0.03	0.06	0.08	0.09
6. 顾客授权行为	-0.10	0.07	0.04	0.05	0.01	(0.72)
7. 职业中心性	0.10	-0.03	0.01	0.02	-0.06	0.07	(0.82)
8. 基于组织的自尊	0.00	-0.04	0.08	-0.04	-0.01	0.31**	0.15*	(0.76)
9. 职业成长	0.00	-0.02	-0.06	-0.07	0.03	0.30**	0.01	0.26**	(0.96)
平均值(M)	1.63	3.01	1.34	2.25	3.67	3.65	3.97	3.70	-
标准差(SD)	0.48	1.40	0.55	1.16	0.56	0.50	0.71	0.50	-

解释变量	被解释变量
	基于组织的自尊				职业成长
	M₁	M₂	M₃	M₄	M₅	M₆	M₇	M₈
控制变量
性别	-0.00	0.04	0.02	0.00	-0.00	0.03	-0.00	0.03
年龄	-0.02	-0.05	-0.04	-0.03	0.01	-0.02	0.02	-0.01
学历	0.09	0.08	0.08	0.08	-0.05	-0.06	-0.07	-0.07
工龄	-0.05	-0.05	-0.06	-0.05	-0.07	-0.07	-0.06	-0.06
主动性人格	-0.01	-0.01	0.00	0.01	0.04	0.04	0.04	0.04
自变量
顾客授权行为		0.32**	0.31**	0.27**		0.31**		0.25**
中介变量
基于组织的自尊							0.27**	0.19**
调节变量
职业中心性			0.13*	0.14*
交互项
顾客授权行为×职业中心性				0.14*
F	0.49	4.96	4.93	4.98	0.42	4.58	3.39	5.25
ΔF	0.49	27.01**	4.31*	4.83*	0.42	25.17**	18.10**	8.44**
R2	0.01	0.11	0.13	0.15	0.01	0.10	0.08	0.13
ΔR2	0.01	0.10**	0.02*	0.02*	0.01	0.10**	0.07**	0.03**