基于SOR理论框架的员工抱怨研究述评与展望
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摘要
员工抱怨管理被视为企业内部处理劳资争议,预防劳资冲突的安全阀,对构建和谐劳动关系有重要作用。目前,中国情境下员工抱怨的研究已得到学界和企业界的关注,但仍需进一步梳理西方随劳动关系调整机制发展而丰富的有关研究,为相关理论研究和企业实践提供启发和借鉴。基于此,通过文献梳理回顾,分析了员工抱怨的演进过程和测量工具,并结合SOR理论框架对员工抱怨的前因、内在机制及后果影响研究进行整合,提出了基于过程的员工抱怨整合模型,以期对今后中国情境下的员工抱怨管理方向的研究有所借鉴。
Employee grievance,viewed as a safety valve for dealing with labor disputes and preventing labor conflicts within enterprises,is an important role in building harmonious labor relations.However,the research on employee grievance in China has not been paid enough attention.It is necessary to sort out the abundant research on employee grievance with the development of labor relations adjustment mechanism in the West,so as to provide inspiration for Chinese theory and practice.Based on the review of the literature,this paper analyses the evolution process and measurement of employee grievance,then combines SOR theory with the antecedents,internal mechanisms and consequences of employee grievance to put forward an integrated model of employee grievance process,which provides the future research direction for employee grievance management theory in China.
Employee grievance,viewed as a safety valve for dealing with labor disputes and preventing labor conflicts within enterprises,is an important role in building harmonious labor relations.However,the research on employee grievance in China has not been paid enough attention.It is necessary to sort out the abundant research on employee grievance with the development of labor relations adjustment mechanism in the West,so as to provide inspiration for Chinese theory and practice.Based on the review of the literature,this paper analyses the evolution process and measurement of employee grievance,then combines SOR theory with the antecedents,internal mechanisms and consequences of employee grievance to put forward an integrated model of employee grievance process,which provides the future research direction for employee grievance management theory in China.
引文
[1]于桂兰,梁潇杰,孙瑜.基于扎根理论的企业和谐劳动关系质性研究[J].管理学报,2016,13(10):1 446-1 533.
[2]ROCHE W K,TEAGUE P.Human Resource Management and ADR Practices in Ireland[J].The International Journal of Human Resource Management,2012,23(3):528-549.
[3]DALEY D M.If a Tree Falls in the Forest:The Effect of Grievances on Employee Perceptions of Performance Appraisal,Efficacy,and Job Satisfaction[J].Review of Public Personnel Administration,2007,27(3):281-296.
[4]谢玉华,杨玉芳,毛斑斑.基于多案例视角的需求诱致型工资集体谈判形成机制研究[J].管理学报,2017,14(4):497-504.
[5]COOKE F L,XIE Y,DUAN H.Workers’Grievances and Resolution Mechanisms in Chinese Manufacturing Firms:Key Characteristics and the Influence of Contextual Factors[J].The International Journal of Human Resource Management,2016,27(18):1-23.
[6]ECKERMAN A C.An Analysis of Grievances and Aggrieved Employees in a Machine Shop and Foundry.[J].Journal of Applied Psychology,1948,32(2):255-269.
[7]WALKER B,HAMILTON R T.Employee-Employer Grievances:A Review[J].International Journal of Management Reviews,2011,13(1):40-58.
[8]SLICHTER S H,HEALY J J.The Impact of Collective Bargaining on Management[J].Journal of Political Economy,1961,14(5):622-623.
[9]GUNDRY L,BRIGGS S.The Cultural Context of a Grievance Process:Employee Values and Expectations in Dispute Resolution[J].Journal of Business and Psychology,1993,8(1):129-140.
[10]SALIPANTE P F,BOUWEN R.Behavioural Analysis of Grievances:Conflict Sources,Complexity and Transformation[J].Employee Relations,1990,12(3):17-22.
[11]ICHNIOWSKI C.The Effects of Grievance Activity on Productivity[J].ILR Review,1986,40(1):75-89.
[12]HUNTER S,KLEINER B H.Effective Grievance Handling Procedures[J]. Management Research News,2013,27(2):85-94.
[13]LEWIN D.IR and HR Perspectives on Workplace Conflict:What Can Each Learn from the Other?[J].Human Resource Management Review,2002,11(4):453-485.
[14]CHEN S J,WANG M J,LEE S H,et al.Meaningful Matters,Transformational Leadership and Voice Behaviors:The Mediating Effect of Employee Perceived Meaningful Work[J].Personnel Review,2018,47(3):694-708.
[15]KLAAS B S,OLSONBUCHANAN J B,WARD A K. The Determinants of Alternative Forms of Workplace Voice:An Integrative Perspective[J].Journal of Management,2012,38(1):314-345.
[16]常凯.中国特色劳动关系的阶段、特点和趋势——基于国际比较劳动关系研究的视野[J].武汉大学学报:哲学社会科学版,2017(5):21-29.
[17]高英.知识型员工职场抱怨的成因:一项探索性研究[J].华东经济管理,2014,28(2):104-109.
[18]卡茨H C,科钱T A,科尔文A J C.集体谈判与产业关系概论[M].李丽林,吴清军,译.大连:东北财经大学出版社,2010,247-248.
[19]KEMP D,OWEN J R.Grievance Handling at a Foreign-Owned Mine in Southeast Asia[J].The Extractive Industries and Society,2017,4(1):131-139.
[20]ARTHUR J B,JELF G S.The Effects of Gainsharing on Grievance Rates and Absenteeism Over Time[J].Journal of Labor Research,1999,20(1):133-145.
[21]KLAAS B S. Managerial Decision Making about Employee Grievances:The Impact of the Grievant’s Work History[J].Personnel Psychology,1989,42(1):53-68.
[22]NURSE L,DEVONISH D.Grievance Management and Its Links to Workplace Justice[J].Employee Relations,2006,29(1):89-109.
[23]NAMKUNG Y,JANG S C.Effects of Perceived Service Fairness on Emotions,and Behavioral Intentions in Restaurants[J].European Journal of Marketing,2010,44(9):1 233-1 259.
[24]JACOBY J.Stimulus-Organism-Response Reconsidered:An Evolutionary Step in Modeling(Consumer)Behavior[J].Journal of Consumer Psychology,2002,12(1):51-57.
[25]AMABILE T M,CONTI R,COON H,et al.Assessing the Work Environment for Creativity[J].Academy of Management Journal,1996,39(5):1 154-1184.
[26]ALLEN R E,KEAVENY T J.Factors Differentiating Grievants and Nongrievants[J].Human Relations,1985,38(6):519-534.
[27]ASH P.The Parties to the Grievance[J].Personnel Psychology,1970,23(1):13-37.
[28]LABIG C E,GREER C R.Grievance Initiation:A Literature Survey and Suggestions for Future Research[J].Journal of Labor Research,1988,9(1):1-27.
[29]LEWIN D.The Modern Grievance Procedure in the United States[J].New York:Praeger Pub Text,1988:56-79.
[30]MUCHINSKY P M,MAASSARANI M A.Work Environment Effects on Public Sector grievances[J].Personnel Psychology,1980,33(2):403-414.
[31]SAYLES L R.Behavior of Industrial Work Groups:Prediction and Control.[J].Management Science,1959,6(3):351-353.
[32]CLEYMAN K L,JEX S M,LOVE K G.Employee Grievances:An Application of the Leadermember Exchange model[J].International Journal of Organizational Analysis,2013,3(2):156-174.
[33]MEYER D.Problem Creation and Resolution in Unionized Workplaces a Review of the Grievance Procedure[J].Labor Studies Journal,2002,27(3):81-114.
[34]KNIGHT T R.The Role of the Duty of Fair Representation in Union Grievance Decisions[J].Relations Industrielles,1987,42(4):716-736.
[35]GANDZ J.Grievance Initiation and Resolution:A Test of the Behavioural Theory[J].Relations Industrielles,1979,34(4):778-792.
[36]GORDON M E,BOWLBY R L.Reactance and Intentionality Attributions as Determinants of the Intent to File a Grievance[J].Personnel Psychology,2010,42(2):309-329.
[37]LEWIN D.Dispute Resolution in the Nonunion Firm:A Theoretical and Empirical Analysis[J].Journal of Conflict Resolution,1987,31(3):465-502.
[38]LEWIN D,PETERSON R B.Behavioral Outcomes of Grievance Activity[J].Industrial Relations:A Journal of Economy and Society,1999,38(4):554-576.
[39]DAN F.Exit,Voice,Loyalty,and Neglect as Responses to Job Dissatisfaction:A Multidimensional Scaling Study[J].Academy of Management Journal,1983,26(4):596-607.
[40]OLSONBUCHANAN J B. Voicing Discontent:What Happens to the Grievance Filer after the Grievance?[J].Journal of Applied Psychology,1996,81(1):52-63.
[41]NORSWORTHY J R,ZABALA C A.Worker Attitudes,Worker Behavior,and Productivity in the U.S.Automobile Industry,1959-1976[J].ILR Review,1984,38(4):544-557.
[42]KLEINER M M,NICKELSBURG G,PILARSKI A.Monitoring,Grievances,and Plant Performance[J].Industrial Relations:A Journal of Economy and Society,1995,34(2):169-189.
[43]GOMATHI S.A Study on Grievance Management in Improving Employee Performance in a PvtEnterprise[J].Mediterranean Journal of Social Sciences,2014,20(5):585-588.
[2]ROCHE W K,TEAGUE P.Human Resource Management and ADR Practices in Ireland[J].The International Journal of Human Resource Management,2012,23(3):528-549.
[3]DALEY D M.If a Tree Falls in the Forest:The Effect of Grievances on Employee Perceptions of Performance Appraisal,Efficacy,and Job Satisfaction[J].Review of Public Personnel Administration,2007,27(3):281-296.
[4]谢玉华,杨玉芳,毛斑斑.基于多案例视角的需求诱致型工资集体谈判形成机制研究[J].管理学报,2017,14(4):497-504.
[5]COOKE F L,XIE Y,DUAN H.Workers’Grievances and Resolution Mechanisms in Chinese Manufacturing Firms:Key Characteristics and the Influence of Contextual Factors[J].The International Journal of Human Resource Management,2016,27(18):1-23.
[6]ECKERMAN A C.An Analysis of Grievances and Aggrieved Employees in a Machine Shop and Foundry.[J].Journal of Applied Psychology,1948,32(2):255-269.
[7]WALKER B,HAMILTON R T.Employee-Employer Grievances:A Review[J].International Journal of Management Reviews,2011,13(1):40-58.
[8]SLICHTER S H,HEALY J J.The Impact of Collective Bargaining on Management[J].Journal of Political Economy,1961,14(5):622-623.
[9]GUNDRY L,BRIGGS S.The Cultural Context of a Grievance Process:Employee Values and Expectations in Dispute Resolution[J].Journal of Business and Psychology,1993,8(1):129-140.
[10]SALIPANTE P F,BOUWEN R.Behavioural Analysis of Grievances:Conflict Sources,Complexity and Transformation[J].Employee Relations,1990,12(3):17-22.
[11]ICHNIOWSKI C.The Effects of Grievance Activity on Productivity[J].ILR Review,1986,40(1):75-89.
[12]HUNTER S,KLEINER B H.Effective Grievance Handling Procedures[J]. Management Research News,2013,27(2):85-94.
[13]LEWIN D.IR and HR Perspectives on Workplace Conflict:What Can Each Learn from the Other?[J].Human Resource Management Review,2002,11(4):453-485.
[14]CHEN S J,WANG M J,LEE S H,et al.Meaningful Matters,Transformational Leadership and Voice Behaviors:The Mediating Effect of Employee Perceived Meaningful Work[J].Personnel Review,2018,47(3):694-708.
[15]KLAAS B S,OLSONBUCHANAN J B,WARD A K. The Determinants of Alternative Forms of Workplace Voice:An Integrative Perspective[J].Journal of Management,2012,38(1):314-345.
[16]常凯.中国特色劳动关系的阶段、特点和趋势——基于国际比较劳动关系研究的视野[J].武汉大学学报:哲学社会科学版,2017(5):21-29.
[17]高英.知识型员工职场抱怨的成因:一项探索性研究[J].华东经济管理,2014,28(2):104-109.
[18]卡茨H C,科钱T A,科尔文A J C.集体谈判与产业关系概论[M].李丽林,吴清军,译.大连:东北财经大学出版社,2010,247-248.
[19]KEMP D,OWEN J R.Grievance Handling at a Foreign-Owned Mine in Southeast Asia[J].The Extractive Industries and Society,2017,4(1):131-139.
[20]ARTHUR J B,JELF G S.The Effects of Gainsharing on Grievance Rates and Absenteeism Over Time[J].Journal of Labor Research,1999,20(1):133-145.
[21]KLAAS B S. Managerial Decision Making about Employee Grievances:The Impact of the Grievant’s Work History[J].Personnel Psychology,1989,42(1):53-68.
[22]NURSE L,DEVONISH D.Grievance Management and Its Links to Workplace Justice[J].Employee Relations,2006,29(1):89-109.
[23]NAMKUNG Y,JANG S C.Effects of Perceived Service Fairness on Emotions,and Behavioral Intentions in Restaurants[J].European Journal of Marketing,2010,44(9):1 233-1 259.
[24]JACOBY J.Stimulus-Organism-Response Reconsidered:An Evolutionary Step in Modeling(Consumer)Behavior[J].Journal of Consumer Psychology,2002,12(1):51-57.
[25]AMABILE T M,CONTI R,COON H,et al.Assessing the Work Environment for Creativity[J].Academy of Management Journal,1996,39(5):1 154-1184.
[26]ALLEN R E,KEAVENY T J.Factors Differentiating Grievants and Nongrievants[J].Human Relations,1985,38(6):519-534.
[27]ASH P.The Parties to the Grievance[J].Personnel Psychology,1970,23(1):13-37.
[28]LABIG C E,GREER C R.Grievance Initiation:A Literature Survey and Suggestions for Future Research[J].Journal of Labor Research,1988,9(1):1-27.
[29]LEWIN D.The Modern Grievance Procedure in the United States[J].New York:Praeger Pub Text,1988:56-79.
[30]MUCHINSKY P M,MAASSARANI M A.Work Environment Effects on Public Sector grievances[J].Personnel Psychology,1980,33(2):403-414.
[31]SAYLES L R.Behavior of Industrial Work Groups:Prediction and Control.[J].Management Science,1959,6(3):351-353.
[32]CLEYMAN K L,JEX S M,LOVE K G.Employee Grievances:An Application of the Leadermember Exchange model[J].International Journal of Organizational Analysis,2013,3(2):156-174.
[33]MEYER D.Problem Creation and Resolution in Unionized Workplaces a Review of the Grievance Procedure[J].Labor Studies Journal,2002,27(3):81-114.
[34]KNIGHT T R.The Role of the Duty of Fair Representation in Union Grievance Decisions[J].Relations Industrielles,1987,42(4):716-736.
[35]GANDZ J.Grievance Initiation and Resolution:A Test of the Behavioural Theory[J].Relations Industrielles,1979,34(4):778-792.
[36]GORDON M E,BOWLBY R L.Reactance and Intentionality Attributions as Determinants of the Intent to File a Grievance[J].Personnel Psychology,2010,42(2):309-329.
[37]LEWIN D.Dispute Resolution in the Nonunion Firm:A Theoretical and Empirical Analysis[J].Journal of Conflict Resolution,1987,31(3):465-502.
[38]LEWIN D,PETERSON R B.Behavioral Outcomes of Grievance Activity[J].Industrial Relations:A Journal of Economy and Society,1999,38(4):554-576.
[39]DAN F.Exit,Voice,Loyalty,and Neglect as Responses to Job Dissatisfaction:A Multidimensional Scaling Study[J].Academy of Management Journal,1983,26(4):596-607.
[40]OLSONBUCHANAN J B. Voicing Discontent:What Happens to the Grievance Filer after the Grievance?[J].Journal of Applied Psychology,1996,81(1):52-63.
[41]NORSWORTHY J R,ZABALA C A.Worker Attitudes,Worker Behavior,and Productivity in the U.S.Automobile Industry,1959-1976[J].ILR Review,1984,38(4):544-557.
[42]KLEINER M M,NICKELSBURG G,PILARSKI A.Monitoring,Grievances,and Plant Performance[J].Industrial Relations:A Journal of Economy and Society,1995,34(2):169-189.
[43]GOMATHI S.A Study on Grievance Management in Improving Employee Performance in a PvtEnterprise[J].Mediterranean Journal of Social Sciences,2014,20(5):585-588.
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