决策参与机会如何以及为何影响员工服务绩效:一个基于自我概念理论的过程模型
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摘要
员工的决策参与机会与服务绩效对企业越来越重要,但二者的关系及影响机制并没有得到有效的实证检验。通过对某一电信营业厅215名员工的两阶段调查,分析了决策参与机会对员工服务绩效的影响机制。研究结果表明,决策参与机会对员工服务绩效的正向关系受到员工建言以及员工心理所有权的连续中介。此外,下属感知到的领导支持不仅正向调节了决策参与机会对员工建言的影响,同时还对整个间接效应模型起到了正向调节的作用。
Employees′participative decision making and service performance are more and more important to enterprises,but the relationship between them and the impact mechanism have not been empirically tested yet.Based on a two phase survey of 215 employees in a telecommunications business hall,this study analyzed the impact mechanism of participative decision making on employee′s service performance.The results show that the positive relationship between participative decision making and employee′s service performance is mediated successively by the voice and psychological ownership of employees.In addition,the leader support perceived by subordinates not only regulates the impact of participative decision making on employee′s voice,but also plays a positive role on the overall indirect effect model.
Employees′participative decision making and service performance are more and more important to enterprises,but the relationship between them and the impact mechanism have not been empirically tested yet.Based on a two phase survey of 215 employees in a telecommunications business hall,this study analyzed the impact mechanism of participative decision making on employee′s service performance.The results show that the positive relationship between participative decision making and employee′s service performance is mediated successively by the voice and psychological ownership of employees.In addition,the leader support perceived by subordinates not only regulates the impact of participative decision making on employee′s voice,but also plays a positive role on the overall indirect effect model.
引文
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[14]KARAMI R,ISMAIL M.Perceived supervisor supports:Contribution to aspiration,mastery and salience as three dimensions of achievement motivation[J].Middle East Journal of Scientific Research,2013,13(10):1302-1311.
[15]SAUNDERS D M,SHEPPARD B H,KNIGHT V,et al.Employee voice to supervisors[J].Employee Responsibilities&Rights Journal,1992,5(3):241-259.
[16]SEDIKIDES C,GREGG A.Portraits of the self.In M.A.Hogg,&J.Cooper(Eds.),The Sage handbook of social psychology.London7Sage,2003:110-138.
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[18]PIERCE J L,O′DRISCOLL M P,COGHLAN A M.Work environment structure and psychological ownership:The mediating effects of control[J].The Journal of Social Psychology,2004,144(5):507-534.
[19]CROPANZANO R,RUPP D E,BYRNE Z S.The relationship of emotional exhaustion to work attitudes,job performance,and organizational citizenship behaviors[J].Journal of Applied Psychology,2003,88(1):160.
[2]FRY L W.Toward a theory of spiritual leadership[J].Leadership Quarterly,2003,14(6):693-727.
[3]RIORDAN C M,VANDENBERG R J,RICHARD-SON H A.Employee involvement climate and organizational effectiveness[J].Human Resource Management,2010,44(4):471-488.
[4]WAGNER S H,PARKER C P,CHRISTIANSEN ND.Employees that think and act like owners:Effects of ownership beliefs and behaviors on organizational effectiveness[J].Personnel Psychology,2010,56(4):847-871.
[5]MATHIEU J,AHEARNE M,TAYLOR S R.Alongitudinal cross-level model of leader and salesperson influences on sales force technology use and performance[J].Journal of Applied Psychology,2007,92(2):528-37.
[6]VAN KNIPPENBERG D,VAN-KNIPPENBERG B,CREMER D D,et al.Leadership,self,and identity:A review and research agenda[J].The Leadership Quarterly,2004,15(6):825-856.
[7]PIERCE J L,RUBENFELD S A,MORGAN S.Employee ownership:A conceptual model of process and effects[J].Academy of Management Review,1991(16):121-144.
[8]PIERCE JL,KOSTOVAT,DIRKSKT.Toward a theory of psychological ownership in organizations[J].Academy of Management Review,2001,26(2):298-310.
[9]JUN LIU,HUI WANG,CHUN HUI,et al.Psychological ownership:How having control matters[J].Journal of Management Studies,2012,49(5):870-895.
[10]VAN-DYNE L,ANG S,BOTERO I C.Conceptualizing employee silence and employee voice as multidimensional constructs[J].Journal of Management Studies,2003,40(6):1359-1392.
[11]FERRIS D L,LIAN H,PANG F X J,et al.Self-esteem and job performance:The moderating role of self-esteem contingencies[J].Personnel Psychology,2010,63:561-593.
[12]段锦云.组织中的进谏行为[J].心理科学,2005?,28(1):69-71.
[13]BACHARACH S B,BAMBERGER P A.9/11and New York City firefighters'post hoc unit support and control climates:A context theory of the consequences of involvement in traumatic work-related events[J].Academy of Management Journal,2007,50(4):849-868.
[14]KARAMI R,ISMAIL M.Perceived supervisor supports:Contribution to aspiration,mastery and salience as three dimensions of achievement motivation[J].Middle East Journal of Scientific Research,2013,13(10):1302-1311.
[15]SAUNDERS D M,SHEPPARD B H,KNIGHT V,et al.Employee voice to supervisors[J].Employee Responsibilities&Rights Journal,1992,5(3):241-259.
[16]SEDIKIDES C,GREGG A.Portraits of the self.In M.A.Hogg,&J.Cooper(Eds.),The Sage handbook of social psychology.London7Sage,2003:110-138.
[17]DITTMAR H.The social psychology of material possessions:To have is to be[J].Journal of Economic Psychology,1994,14(2):453-454.
[18]PIERCE J L,O′DRISCOLL M P,COGHLAN A M.Work environment structure and psychological ownership:The mediating effects of control[J].The Journal of Social Psychology,2004,144(5):507-534.
[19]CROPANZANO R,RUPP D E,BYRNE Z S.The relationship of emotional exhaustion to work attitudes,job performance,and organizational citizenship behaviors[J].Journal of Applied Psychology,2003,88(1):160.