职场排斥对顾客服务主动性行为的影响——一个有调节的中介模型
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摘要
职场排斥对员工的消极影响已经得到大量研究的证实。本文以资源保存理论为基础,以情绪耗竭为中介和敌意归因偏差为调节,探索职场排斥对顾客服务主动性行为的作用机制和边界条件。通过三个时间点的326位一线服务人员和与之匹配的58名主管的问卷调查,数据分析结果发现:(1)职场排斥能够对顾客服务主动性行为产生显著的负向影响;(2)情绪耗竭在职场排斥与顾客服务主动性行为之间发挥着部分中介作用;(3)员工敌意归因偏差对职场排斥与情绪耗竭之间的关系具有显著的正向调节效应,即员工敌意归因偏差水平越高,二者之间的正向关系越强;(4)员工敌意归因偏差还进一步调节职场排斥通过情绪耗竭影响顾客服务主动性行为的间接效应,即员工敌意归因偏差水平越高,职场排斥通过情绪耗竭影响顾客服务主动性行为的负向效应会被增强。
Workplace ostracism,which is the extent to which individuals perceive that they are ignored or excluded by other employees in the workplace,is a pervasive workplace phenomenon. Workplace ostracism comprises three key features. First,workplace ostracism does not necessarily require a motivation to cause harm to the target. Second,workplace ostracism occurs when an individual or group omits to include another coworker while it is socially appropriate to do so. Hence,what an individual perceives ostracism,it may not be considered the same way in another. Third,workplace ostracism is characterized by"the omission of positive attention from others ratherthan the commission of negative attention". It has been recognized that workplace ostracism is a universal and prevalentphenomenons in the workplace,and there has been growing research attention to its outcomes. Workplace ostracism,which could trigger a series unfavorable consequences to employeesand organization. As a result,the issues concerning theoutcomes of workplace ostracism have increasingly received attentions from scholars in the past decades,such as satisfaction,organizational citizenship behaviors,job performance and so on.However,there are several shortcomings in existing research. First,the extant research ignores the effect path between workplace ostracismand the mentality of employees such as emotional exhaustion. Second,the current research has not been able to extend the research on workplace ostracism to the context of service industry,which is becoming a pillar industry of China's national economy. To make up for the insufficient of existing research,this research,by focusing on the phenomenon of workplace ostracism in the service enterprises,conduct a multi-wave( three times point) and multi-source( employee and their corresponding supervisor) longitudinal tracking study from the perspective of conservation of resources theory under the context of service industry. Based on the data of 326 frontline serviceemployees,we examined impact of workplace ostracism on proactive customer service performance,and explored the mediating role of emotional exhaustion and the moderating role of hostile attribution bias.We verified our hypotheses using the method of hierarchical regression analysis. The results indicated that:( 1) workplace ostracismnegatively related to proactive customer service performance and positively related toemotional exhaustion,emotional exhaustion negatively related to proactive customer service performance;( 2) emotional exhaustionpartially mediated the relationship between workplace ostracism and proactive customer service performance;( 3) hostile attribution bias moderated the relationship between workplace ostracismandemotional exhaustion,and additionallymoderates the indirect effect ofthe relationship between workplace ostracism and proactive customer service performance. Based on the findings,we discuss the theoretical and managerial implications and provide future research avenues.Our research provides several implications. First,our research enriches the literature of workplace ostracism and proactive customer service performance by introducing the mediating role of emotional exhaustion and the moderating role of hostile attribution bias,which not only opens the"black box"in the relationship between workplace ostracism and proactive customer service performance,but also uncovers a boundary condition for the impact of workplace ostracism. Second,our research extends the context of study on workplace ostracism to service industry,which improve the external validity of the impact of workplace ostracism onemotional exhaustion and proactive customer service performance. In addition,our research employed in China,whichprovides new evidence for the cross-cultural comparison of the impact of emotional exhaustion.
Workplace ostracism,which is the extent to which individuals perceive that they are ignored or excluded by other employees in the workplace,is a pervasive workplace phenomenon. Workplace ostracism comprises three key features. First,workplace ostracism does not necessarily require a motivation to cause harm to the target. Second,workplace ostracism occurs when an individual or group omits to include another coworker while it is socially appropriate to do so. Hence,what an individual perceives ostracism,it may not be considered the same way in another. Third,workplace ostracism is characterized by"the omission of positive attention from others ratherthan the commission of negative attention". It has been recognized that workplace ostracism is a universal and prevalentphenomenons in the workplace,and there has been growing research attention to its outcomes. Workplace ostracism,which could trigger a series unfavorable consequences to employeesand organization. As a result,the issues concerning theoutcomes of workplace ostracism have increasingly received attentions from scholars in the past decades,such as satisfaction,organizational citizenship behaviors,job performance and so on.However,there are several shortcomings in existing research. First,the extant research ignores the effect path between workplace ostracismand the mentality of employees such as emotional exhaustion. Second,the current research has not been able to extend the research on workplace ostracism to the context of service industry,which is becoming a pillar industry of China's national economy. To make up for the insufficient of existing research,this research,by focusing on the phenomenon of workplace ostracism in the service enterprises,conduct a multi-wave( three times point) and multi-source( employee and their corresponding supervisor) longitudinal tracking study from the perspective of conservation of resources theory under the context of service industry. Based on the data of 326 frontline serviceemployees,we examined impact of workplace ostracism on proactive customer service performance,and explored the mediating role of emotional exhaustion and the moderating role of hostile attribution bias.We verified our hypotheses using the method of hierarchical regression analysis. The results indicated that:( 1) workplace ostracismnegatively related to proactive customer service performance and positively related toemotional exhaustion,emotional exhaustion negatively related to proactive customer service performance;( 2) emotional exhaustionpartially mediated the relationship between workplace ostracism and proactive customer service performance;( 3) hostile attribution bias moderated the relationship between workplace ostracismandemotional exhaustion,and additionallymoderates the indirect effect ofthe relationship between workplace ostracism and proactive customer service performance. Based on the findings,we discuss the theoretical and managerial implications and provide future research avenues.Our research provides several implications. First,our research enriches the literature of workplace ostracism and proactive customer service performance by introducing the mediating role of emotional exhaustion and the moderating role of hostile attribution bias,which not only opens the"black box"in the relationship between workplace ostracism and proactive customer service performance,but also uncovers a boundary condition for the impact of workplace ostracism. Second,our research extends the context of study on workplace ostracism to service industry,which improve the external validity of the impact of workplace ostracism onemotional exhaustion and proactive customer service performance. In addition,our research employed in China,whichprovides new evidence for the cross-cultural comparison of the impact of emotional exhaustion.
引文
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(1)数据显示,2017年,我国服务业增加值占国内生产总值(GDP)比重达到51.6%,对经济增长的贡献率达到58.8%,服务业已经成为经济的主要拉动力。资料来源:http://finance.sina.com.cn/china/2018-01-18/doc-ifyqtwzu3897553.shtml。
[2]Fox S,and L.E.Stallworth.Racial/Ethnic Bullying:Exploring Links between Bullying and Racism in the US Workplace[J].Journal of Vocational Behavior,2005,66,(3):438-456.
[3]Hitlan R.T.,K.M.Kelly,and S.Schepman.,et al.Language Exclusion and the Consequences of Perceived Ostracism in the Workplace[J].Group Dynamics:Theory,Research,and Practice,2006,10,(1):56-70.
[4]李锐.职场排斥对员工职外绩效的影响:组织认同和工作投入的中介效应[J].哈尔滨:管理科学,2010,(3):23-31.
[5]Zhu H,Y.Lyu,and X.Deng.,et al.Workplace Ostracism and Proactive Customer Service Performance:A Conservation of Resources Perspective[J].International Journal of Hospitality Management,2017,64,(7):62-72.
[6]Liu J,Kwan H K,and C.Lee.,et al.Work-to-Family Spillover Effects of Workplace Ostracism:The Role of Work-Home Segmentation Preferences[J].Human Resource Management,2013,52,(1):75-93.
[7]Chung Y.W.The Role of Person-Organization Fit and Perceived Organizational Support in the Relationship between Workplace Ostracism and Behavioral Outcomes[J].Australian Journal of Management,2017,42,(2):328-349.
[8]Chi S.C.S.,and S.G.Liang.When Do Subordinates'Emotion-Regulation Strategies Matter?Abusive Supervision,Subordinates'Emotional Exhaustion,and Work Withdrawal[J].The Leadership Quarterly,2013,24,(1):125-137.
[9]Chung Y.W.The Mediating Effects of Organizational Conflict on the Relationships between Workplace Ostracism with In-Role Behavior and Organizational Citizenship Behavior[J].International Journal of Conflict Management,2015,26,(4):366-385.
[10]刘玉新,张建卫,王成全,彭凯平.职场排斥对反生产行为作用机制的实验研究[J].北京:中国软科学,2013,(10):157-167.
[11]Zhao H,Z.Peng.,and G.Sheard.Workplace Ostracism and Hospitality Employees'Counterproductive Work Behaviors:The Joint Moderating Effects of Proactive Personality and Political Skill[J].International Journal of Hospitality Management,2013,33,(6):219-227.
[12]孙玉麟,王政铭.组织人力资本配置过程的内耗机理及测度研究[J].北京:科研管理,2007,(6):187-189,174.
[13]吴隆增,刘军,许浚.职场排斥与员工组织公民行为:组织认同与集体主义倾向的作用[J].天津:南开管理评论,2010,(3):36-44.
[14]谢俊,严鸣.积极应对还是逃避?主动性人格对职场排斥与组织公民行为的影响机制[J].北京:心理学报,2016,(10):1314-1325.
[15]Organ D.W.Organizational Citizenship Behavior:The Good Soldier Syndrome[M].Lexington Books/DC Heath and Com,1988.
[16]刘小禹,刘军,许浚,吴蓉蓉.职场排斥对员工主动性行为的影响机制——基于自我验证理论的视角[J].北京:心理学报,2015,(6):826-836.
[17]Liao H,and A.Chuang.A Multilevel Investigation of Factors Influencing Employee Service Performance and Customer Outcomes[J].Academy of Management Journal,2004,47,(1):41-58.
[18]Sasser W.E.,R.P.Olsen.,and D.D.Wyckoff.Management of Service Operations:Text,Cases,and Readings[M].Allyn&Bacon,1978.
[19]丁桂凤,李新霞,赵瑞.服务破坏行为:概念、测量与相关变量[J].北京:心理科学进展,2009,(2):426-431.
[20]Liao H.Do It Right This Time:the Role of Employee Service Recovery Performance in Customer-Perceived Justice and Customer Loyalty after Service Failures[J].Journal of Applied Psychology,2007,92,(2):475-489.
[21]闫艳玲,周二华,刘婷.职场排斥与反生产行为:状态自控和心理资本的作用[J].北京:科研管理,2014,(3):82-90.
[22]叶仁荪,倪昌红,黄顺春.职场排斥、职场边缘化对员工离职意愿的影响:员工绩效的调节作用[J].北京:管理评论,2015,(8):127-140.
[23]Schneider B,and D.E.Bowen.Employee and Customer Perceptions of Service in Banks:Replication and Extension[J].Journal of Applied Psychology,1985,70,(3):423-433.
[24]Adams S.H.,and O.P.John.A Hostility Scale for the California Psychological Inventory:MMPI,Observer Q-sort,and Big-Five Correlates[J].Journal of Personality Assessment,1997,69,(2):408-424.
[25]De Castro B O,J.W.Veerman,and W.Koops.,et al.Hostile Attribution of Intent and Aggressive Behavior:A Meta-Analysis[J].Child Development,2002,73,(3):916-934.
[26]Williams K.D.,and K.L.Sommer.Social Ostracism by Coworkers:Does Rejection Lead to Loafing or Compensation?[J].Personality and Social Psychology Bulletin,1997,23,(7):693-706.
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(1)数据显示,2017年,我国服务业增加值占国内生产总值(GDP)比重达到51.6%,对经济增长的贡献率达到58.8%,服务业已经成为经济的主要拉动力。资料来源:http://finance.sina.com.cn/china/2018-01-18/doc-ifyqtwzu3897553.shtml。