客户支持对一线服务员工服务绩效的影响——基于自我验证理论的视角

doi:10.3724/SP.J.1041.2022.00398

摘要/Abstract

摘要：

基于自我验证理论, 文章探讨了客户支持能否通过组织自尊的中介作用促进员工服务绩效(角色内服务绩效和主动服务客户行为), 以及员工促进定向和内控的调节作用。针对3时间点的调查得到652名员工和139名主管的配对数据进行分析, 结果显示：(1)客户支持会显著正向影响员工组织自尊, 进而显著影响他们的角色内服务绩效和主动服务客户行为; (2)员工促进定向正向调节客户支持对员工组织自尊的影响; (3)员工内控负向调节客户支持对员工组织自尊的影响。研究结果拓展了员工服务绩效的机制研究, 为组织提升员工服务绩效提供了新的思路。

关键词: 客户支持, 服务绩效, 自我验证理论, 组织自尊, 促进定向, 内控

Abstract:

With the service industry growing rapidly to contribute to about 60% of the world’s GDP, improving customer service quality with high service performance (in-role performance and proactive customer service performance) is critical for service organizational development. Previous research has linked employee service performance with a variety of potential antecedents, such as individual difference factors and organizational factors from resource, identification, and motivation perspectives. Surprisingly, we know little about how customer positive behaviors (e.g., customer-initiated support) might affect employees’ service performance. This is a critical gap to fill because customers have substantial power and impact on front-line service employees through frequent direct interactions with them during service delivery. Drawing on the self-verification theory, the present study aimed to examine the effect of customer-initiated support on employee service performance (in-role performance and proactive customer service performance) and explore the mediating role of organization-based self-esteem and the moderating roles of promotion focus and internal locus of control.
We collected three-wave time-lagged data from 652 nurses nested within 139 department supervisors. In the first-wave survey (T1), employees reported perceived customer-initiated support, their promotion focus, internal locus of control, proactive personality, and demographic variables. In the second-wave survey (T2), employees who had completed first wave questionnaires were asked to rate their organizational-based self-esteem. In the third wave survey (T3), employees’ supervisors were asked to report the employees’ service performance, including in-role performance and proactive customer service performance.
Results from multilevel modeling analysis showed that: (1) customer-initiated support was positively related to employee organization-based self-esteem; (2) organization-based self-esteem was positively related to employee in-role performance and proactive customer service performance; (3) employee organization-based self-esteem mediated the relation between customer-initiated support and employee in-role performance and proactive customer service performance; (4) promotion focus strengthened the positive relationship between customer-initiated support and organization-based self-esteem, such that the positive relationship between customer-initiated support and organization-based self-esteem is stronger for employees with higher promotion focus; (5) internal locus of control weakened the relationship between customer-initiated support and organization-based self-esteem, such that the positive relationship between customer-initiated support and organization-based self-esteem is weaker for employees with higher internal locus of control.
Our findings contribute to literature in several ways. First, we contribute to the service performance literature by identifying customer-initiated support as a potential antecedent. Second, this study uncovers the potential mechanism of customer-initiated support’s impact on employee service performance from the self- verification perspective, which broadens previous research from resources, identification, and motivation perspectives. Third, this study confirms the moderating roles of promotion focus and internal locus of control, which contributes to the understanding of under what conditions the effect of customer-initiated support will be stronger.

Key words: customer-initiated support, service performance, self-verification theory, organizational-based self- esteem, promotion focus, internal locus of control

中图分类号:

B849: C93

张慧, 刘燕君, 史燕伟, 张南. (2022). 客户支持对一线服务员工服务绩效的影响——基于自我验证理论的视角. 心理学报, 54(4), 398-410.

ZHANG Hui, LIU Yanjun, SHI Yanwei, ZHANG Nan. (2022). The effect of customer-initiated support on employee service performance: The Self-verification theory perspective. Acta Psychologica Sinica, 54(4), 398-410.

图/表 7

参考文献 61

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模型	χ²	df	χ²/ df	CFI	TLI	RMSEA
六因子模型: CS; PF; ILC; OBSE; IP; PCSP	824.74	284	2.90	0.95	0.94	0.06
五因子模型: CS; PF; ILC; OBSE; IP+PCSP	1679.52	289	5.81	0.87	0.86	0.07
四因子模型: CS; PF; ILC; OBSE+IP+PCSP	4372.80	293	14.92	0.63	0.59	0.11
三因子模型: PF; ILC; CS+OBSE+IP+PCSP	5094.45	296	17.21	0.56	0.52	0.11
二因子模型: CS+PF+ILC; OBSE+IP+PCSP	6057.40	298	20.33	0.47	0.43	0.17
单因子模型: CS+PF+ILC+OBSE+IP+PCSP	6325.82	299	21.16	0.45	0.40	0.17

模型	χ²	df	χ²/ df	CFI	TLI	RMSEA
六因子模型: CS; PF; ILC; OBSE; IP; PCSP	824.74	284	2.90	0.95	0.94	0.06
五因子模型: CS; PF; ILC; OBSE; IP+PCSP	1679.52	289	5.81	0.87	0.86	0.07
四因子模型: CS; PF; ILC; OBSE+IP+PCSP	4372.80	293	14.92	0.63	0.59	0.11
三因子模型: PF; ILC; CS+OBSE+IP+PCSP	5094.45	296	17.21	0.56	0.52	0.11
二因子模型: CS+PF+ILC; OBSE+IP+PCSP	6057.40	298	20.33	0.47	0.43	0.17
单因子模型: CS+PF+ILC+OBSE+IP+PCSP	6325.82	299	21.16	0.45	0.40	0.17

变量	M	SD	1	2	3	4	5	6	7	8	9	10
1 年龄	30.03	5.47	-
2 职称	1.98	0.81	0.77^***	-
3 受教育程度	2.73	0.54	-0.05	-0.03	-
4 客户支持	3.92	0.64	0.01	-0.05	-0.09^*	(0.86)
5促进定向	3.61	0.79	-0.02	-0.08^*	-0.11^*	0.27^***	(0.87)
6 内控	3.38	0.55	0.01	-0.05	-0.07	0.10^*	0.16^***	(0.89)
7 主动性人格	3.72	0.59	0.05	-0.01	-0.05	0.51^***	0.37^***	0.23^***	(0.85)
8 组织自尊	3.42	0.94	-0.01	-0.11^**	-0.08^*	0.48^***	0.60^***	0.21^***	0.48^***	(0.97)
9 角色内服务绩效	4.45	0.47	0.02	0.01	-0.03	0.40^***	0.12^**	0.10^**	0.35^***	0.31^***	(0.84)
10主动服务客户行为	5.82	0.83	0.10^**	-0.01	-0.04	0.45^***	0.33^***	0.15^***	0.48^***	0.43^***	0.50^***	(0.90)

变量	M	SD	1	2	3	4	5	6	7	8	9	10
1 年龄	30.03	5.47	-
2 职称	1.98	0.81	0.77^***	-
3 受教育程度	2.73	0.54	-0.05	-0.03	-
4 客户支持	3.92	0.64	0.01	-0.05	-0.09^*	(0.86)
5促进定向	3.61	0.79	-0.02	-0.08^*	-0.11^*	0.27^***	(0.87)
6 内控	3.38	0.55	0.01	-0.05	-0.07	0.10^*	0.16^***	(0.89)
7 主动性人格	3.72	0.59	0.05	-0.01	-0.05	0.51^***	0.37^***	0.23^***	(0.85)
8 组织自尊	3.42	0.94	-0.01	-0.11^**	-0.08^*	0.48^***	0.60^***	0.21^***	0.48^***	(0.97)
9 角色内服务绩效	4.45	0.47	0.02	0.01	-0.03	0.40^***	0.12^**	0.10^**	0.35^***	0.31^***	(0.84)
10主动服务客户行为	5.82	0.83	0.10^**	-0.01	-0.04	0.45^***	0.33^***	0.15^***	0.48^***	0.43^***	0.50^***	(0.90)

结果变量	调节变量	效应	标准误差	95% LLCI	95% ULCI
角色内服务绩效	高促进定向	0.04	0.02	0.0003	0.08
	低促进定向	0.03	0.01	0.0002	0.05
	差值	0.02	0.01	-0.002	0.04
主动服务客户行为	高促进定向	0.11	0.03	0.06	0.17
	低促进定向	0.07	0.02	0.03	0.12
	差值	0.14	0.03	0.002	0.10
角色内服务绩效	高内控	0.02	0.01	0.002	0.05
	低内控	0.04	0.02	0.004	0.08
	差值	-0.02	0.01	-0.0004	0.08
主动服务客户行为	高内控	0.07	0.02	0.03	0.11
	低内控	0.11	0.03	0.06	0.18
	差值	-0.05	0.02	-0.10	-0.005