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

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。     

DO SITUATIONAL VARIABLES ACT AS SUBSTANTIVE CAUSES OF RELATIONSHIPS BETWEEN INDIVIDUAL DIFFERENCE VARIABLES? TWO LARGE-SCALE TESTS OF “COMMON CAUSE” MODELS

James, Demaree, Mulaik, and Ladd (1992) proposed that situational variables may act as substantive ("common") causes of relationships between individual difference variables as well as statistical artifacts (i.e., measurement unreliability) associated with these variables, thus invalidating assumptions of current validity generalization/meta-analysis procedures. In this investigation, we report the results of two large-scale studies designed to test hypothesized relationships derived from two "common cause" models. Study 1 examines relationships between store-level organizational climate variables and employee satisfaction and performance variables for 33,097 sales personnel in 537 retail stores. Study 2 investigates relationships between store-level situational constraints and customer service perception and shopping variables for 31,611 customers from 564 retail stores. The results of these studies did not support the proposition that situational variables act as substantive causes of correlations among the respective employee and customer variables or the variances and reliabilities of these variables. The implications of these findings for meta-analyses in applied psychology as well as the generalizability of the findings are discussed.     

Linking organizational resources and work engagement to employee performance and customer loyalty: the mediation of service climate

This study examined the mediating role of service climate in the prediction of employee performance and customer loyalty. Contact employees (N=342) from 114 service units (58 hotel front desks and 56 restaurants) provided information about organizational resources, engagement, and service climate. Furthermore, customers (N=1,140) from these units provided information on employee performance and customer loyalty. Structural equation modeling analyses were consistent with a full mediation model in which organizational resources and work engagement predict service climate, which in turn predicts employee performance and then customer loyalty. Further analyses revealed a potential reciprocal effect between service climate and customer loyalty. Implications of the study are discussed, together with limitations and suggestions for future research.     

Test of a service profit chain model in the retail banking sector

Research has shown that organizational subunits where employee perceptions are favourable enjoy superior business performance. The service profit chain model of business performance ( Heskett, Sasser, & Schlesinger, 1997 ) has identified customer satisfaction as a critical intervening variable in this relationship. This paper examines the relationships between organizational climate, employee attitudes, customer satisfaction, and sales performance in the retail‐banking sector. The role of customer satisfaction as a mediator between employee attitudes and sales performance is examined in a large sample of bank branches, spanning multiple organizations. Mediation effects are found, which border on significance when the sample size is large, but the effects seem to be too small to be of practical importance. It is argued that alternative formulations of the service profit chain model may provide more powerful explanations of the link between employee attitudes and business performance.     

Antecedent and Consequence of Nurse Engagement

This study explores the mediating effect of work engagement on the relationship between transformational leadership (TFL) and nurses’ job performance, along with the moderating effect of conscientiousness on work engagement within the TFL/performance relationship. Survey data were collected from 234 supervisor–subordinate dyads at a regional hospital in Taiwan, and linear regression modeling performed to examine the hypotheses. TFL was found to be positively correlated with nurses’ job performance; and the motivation mechanism of work engagement did mediate the relationship between TFL and job performance, but only when nurses’ conscientiousness was high. As such, the results provide new insights into both how, and why, TFL can enhance nurses’ job performance: specifically, that their work engagement and conscientiousness are key determinants of how the TFL/job performance relationship operates.     

Examining Relationships between Transformational Leadership and Employee Creative Performance: The Moderator Effects of Organizational Culture

This study examined whether organizational culture moderates relationships between transformational leadership (TFL) and employee self‐rated creative performance (CP). A convenience sample of 147 working professionals from 109 Fortune 500 organizations participated in the study by completing measures of their organizations’ cultures, their managers’ leadership styles, and their own CP, as well as relevant control measures. Adhocracy culture type moderated the relationship between levels of TFL and CP. Consequently, market culture type was a non‐significant moderator for predicting TFL–CP relationships. Both adhocracy and market culture types were non‐significant mediators of TFL on CP. The theoretical model in this study provides an important extension of TFL and organizational culture theories and a greater understanding of how adhocracy culture interacts with TFL to influence employee CP. This study also provides researchers and practitioners with a better comprehension of how to achieve higher levels of CP given the interaction between TFL and adhocracy culture.     

Beyond individual justice facets: How (Mis)alignment between justice climates affects customer satisfaction through frontline customer extra-role service behavior

ABSTRACT

This study examines the combined effect of organizational justice facets on store-level customer extra-role service behavior, and subsequently on customer satisfaction. Hypotheses were tested on a sample of 1,951 employees in 121 business units from four countries, and on 55,731 customers of an international retailer. The results of polynomial regression and response surface analysis revealed that unit customer service performance and customer satisfaction are higher when justice facets are aligned at high levels, compared to when they are aligned at low levels. Moreover, we found evidence that the consequences of misalignment between justice facets are asymmetrical. Unit outcomes were higher when distributive justice (DJ) and procedural justice (PJ) climates were both higher than the interpersonal justice climate, compared to when the inverse was true. Conversely, unit outcomes increased when informational justice (INF-J) climate was higher than DJ and PJ climates, compared to when DJ and PJ climates were higher than INF-J climates. The observed effects of misalignment between justice facets were non-linear, as complex curvilinear relationships were moderator-dependent. Customer satisfaction was higher in stores with higher team customer service behavior, and team service behavior was found to be a significant conduit by which justice facets (mis)alignment influence customer satisfaction.     

信任氛围、内部人身份认知与员工角色内绩效:中介的调节效应

虽然已有研究从逻辑上推理内部人身份认知在信任氛围与角色内绩效之间起中介作用,但却极少给出实证的结果。本研究基于角色认同理论和自我认知理论,以31家生产型企业的330员工为调查对象,从心理安全感的视角对信任氛围是否以及如何通过内部人身份认知影响角色内绩效进行了实证研究。结果显示:1)信任氛围对员工角色内绩效具有正向影响;2)内部人身份认知部分中介信任氛围对员工角色内绩效的影响;3)心理安全感在信任氛围与内部人身份认知的关系中起调节作用;进一步,4)心理安全感调节了内部人身份认知对信任氛围-角色内绩效中介作用。研究证明了被中介的调节效应模型全新地解释了信任氛围对角色内绩效的作用机理,对员工创新绩效管理实践提供有益的启示。     

Doing the right thing without being told: joint effects of initiative climate and general self-efficacy on employee proactive customer service performance

We developed and tested a cross-level model of the antecedents and outcomes of proactive customer service performance. Results from a field study of 900 frontline service employees and their supervisors in 74 establishments of a multinational hotel chain located in Europe, the Middle East, Africa, and Asia demonstrated measurement equivalence and suggested that, after controlling for service climate, initiative climate at the establishment level and general self-efficacy at the individual level predicted employee proactive customer service performance and interacted in a synergistic way. Results also showed that at the establishment level, controlling for service climate and collective general service performance, initiative climate was positively and indirectly associated with customer service satisfaction through the mediation of aggregated proactive customer service performance. We discuss important theoretical and practical implications of these findings.     

员工为什么乐于助人?多层次的领导–部属交换对帮助行为的影响

基于社会交换理论,以56名直属主管和274名下属的配对数据为样本,考察了多层次的领导–部属交换对个体和团队层次上的帮助行为的影响及作用过程。跨层次分析结果表明:(1)个体层次的人际公平中介了个体和团队层次的领导–部属交换对员工帮助行为的影响;(2)团队层次的人际公平氛围中介了团队平均领导–部属交换对个体和团队层次的帮助行为的影响;(3)领导–部属交换关系差异化对个体和团队层次的领导–部属交换与帮助行为之间的正向关系均具有显著的负向调节作用,即相对于较高的领导–部属交换关系差异化,较低的领导–部属交换关系差异化强化了个体和团队层次的领导–部属交换对帮助行为的影响。     

Service employees give as they get: internal service as a moderator of the service climate-service outcomes link

We lend theoretical insight to the service climate literature by exploring the joint effects of branch service climate and the internal service provided to the branch (the service received from corporate units to support external service delivery) on customer-rated service quality. We hypothesized that service climate is related to service quality most strongly when the internal service quality received is high, providing front-line employees with the capability to deliver what the service climate motivates them to do. We studied 619 employees and 1,973 customers in 36 retail branches of a bank. We aggregated employee perceptions of the internal service quality received from corporate units and the local service climate and external customer perceptions of service quality to the branch level of analysis. Findings were consistent with the hypothesis that high-quality internal service is necessary for branch service climate to yield superior external customer service quality.     

Manager personality, manager service quality orientation, and service climate: test of a model

This article conceptually and empirically explores the relationships among manager personality, manager service quality orientation, and climate for customer service. Data were collected from 1,486 employees and 145 managers in grocery store departments (N = 145) to test the authors' theoretical model. Largely consistent with hypotheses, results revealed that core self-evaluations were positively related to managers' service quality orientation, even after dimensions of the Big Five model of personality were controlled, and that service quality orientation fully mediated the relationship between personality and global service climate. Implications for personality and organizational climate research are discussed.     

EMPLOYEES THAT THINK AND ACT LIKE OWNERS: EFFECTS OF OWNERSHIP BELIEFS AND BEHAVIORS ON ORGANIZATIONAL EFFECTIVENESS

A model of the psychological experience of employee ownership in work groups was developed to investigate antecedents (participation in a 401 (k) program and a climate of self-determination) and consequences (employee attitudes and financial performance) of psychological ownership. Based on data from a large retail organization, results showed that working in a climate supporting self-determination and 401(k) participation were positively related to the level of ownership beliefs in the 204 work groups studied. Ownership beliefs were positively related to ownership behaviors and employees' attitudes toward the organization, whereas ownership behaviors were positively related to financial performance. Implications of psychological ownership for organizational behavior and performance are discussed.     

Improving organizational newcomers’ creative job performance through creative process engagement: The moderating role of a synergy diversity climate

Despite the mounting research demonstrating that employee seniority positively relates to creative job performance, we predict that a synergy diversity climate eliminates the employee seniority–creative job performance relationship by unleashing the creative potential of organizational newcomers. Drawing upon the integration-and-learning perspective for managing diversity, Study 1 finds that a synergy diversity climate moderates the relationship between employee seniority and supervisor-rated creative job performance lending support to our hypothesis. Study 2 provides an extension by showing how creative process engagement mediates this moderating effect on self-rated creative performance. Finally, Study 3 replicates and extends Study 2 by demonstrating the mediating role of creative process engagement but utilizing supervisor-rated creative job performance, while again showing synergy diversity climate to be an important boundary condition. In sum, we find that synergy diversity climate, as opposed to fairness and discrimination diversity climate, interacts with employee seniority by facilitating greater creative process engagement for newcomers subsequently impacting creative job performance. We discuss theoretical and practical implications for how the individual-level creative job performance effects may represent a microfoundation to creative team dynamics that confer a sustainable competitive advantage.     

The effects of service climate and the effective leadership behaviour of supervisors on frontline employee service quality: A multi‐level analysis

A supervisor's behaviour may not be the only factor that determines the performance of team members ( Kerr & Jermier, 1978 ). Taking this postulation as a basis, we formulated a model to describe how service climate moderates the effects of the leadership behaviour of supervisors. When the organization and working environment are not conducive to providing a good service to colleagues and customers, the supervisor's leadership behaviour makes an important difference. However, when the service climate is good, a supervisor's leadership behaviour makes no substantial difference. This hypothesis was supported in an examination of the service quality of 511 frontline service providers as sampled from 55 work groups in 6 service organizations. The employee service quality was low when both the service climate and the supervisor's leadership behaviour were lacking. However, when the service climate was unfavourable, effective leadership behaviour played a compensatory role in maintaining performance standards towards external customers. When the leadership was ineffective, a favourable service climate nullified the negative effect on service quality to internal customers.     

Examining the Mechanisms Linking Transformational Leadership,Employee Customer Orientation,and Service Performance: The Mediating Roles of Perceived Supervisor and Coworker Support

Purpose  

The aim of this study is to test whether store-level transformational leadership influences service employees’ customer orientation via two different mechanisms—supervisor support and coworker support—and whether customer orientation leads to favorable customer-perceived employee service performance.     

Retracted: The Indirect Relationship Between Learning Climate and Employees’ Creativity and Adaptivity: The Role of Employee Engagement

This study examines the indirect relationship between learning climate and employees’ creativity and adaptivity. Utilizing multi‐level modeling analysis techniques and data from a sample of 625 employees from 12 different organizations in Israel, we tested the proposed relationship as mediated by employee engagement and moderated by sector of employment (business versus public). Results were generally consistent with the hypothesized conceptual model in that we found the indirect relationship between learning climate and employees’ creativity and adaptivity to be mediated by employee engagement. In addition, we found that this mediation through engagement is moderated by sector of employment. We conclude that the relationship between learning climate and employee performance behaviors is more complex than previously argued in the learning climate literature. Implications for theory and practice are discussed. This article is protected by copyright. All rights reserved     

AN INVESTIGATION OF THE RELATIONSHIPS AMONG LEADER AND FOLLOWER PSYCHOLOGICAL CAPITAL,SERVICE CLIMATE,AND JOB PERFORMANCE

Using a sample of 79 police leaders and their direct reports (264 police followers), this study investigated the relationships of leader and follower psychological capital, service climate, and job performance. Hierarchical linear modeling (HLM) results revealed that leader psychological capital was positively related to follower performance, with this relationship mediated by follower psychological capital. We also found that the follower psychological capital-performance relationship was moderated by service climate such that the relationship was stronger when service climate was perceived to be high versus low. Finally, exploratory HLM analyses indicated that leader and follower psychological capital interacted to positively predict rated performance. We discuss implications of these findings, limitations, and directions for future research.     

工具主义伦理气氛对员工沉默行为的影响——犬儒主义和传统性的作用

基于社会控制理论,运用问卷调查法,通过分析308组配对数据,探讨工具主义伦理气氛对员工沉默行为的影响机制。结果发现:工具主义伦理气氛对沉默行为有正向作用;工具主义伦理气氛对犬儒主义有正向作用;犬儒主义在工具主义伦理气氛与沉默行为之间起部分中介作用;传统性调节了犬儒主义与沉默行为的关系,也调节了犬儒主义在工具主义伦理气氛与沉默行为关系的中介作用。     

A Multilevel Model of Team Cultural Diversity and Creativity: The Role of Climate for Inclusion

We developed a multi‐level model to test how team cultural diversity may relate to team‐ and individual‐level creativity, integrating team diversity research and information‐exchange perspective. We proposed that the team climate for inclusion would moderate both the relationship between cultural diversity and team information sharing and between cultural diversity and employee information elaboration. We collected time‐lagged data from 384 members and their leaders within 57 multicultural work teams. The results showed that team cultural diversity was positively related to both team creativity and individual creativity through team information sharing and employee information elaboration, respectively. We also found that the indirect positive relationship with team creativity and individual creativity was stronger for team cultural diversity when climate for inclusion of multicultural work teams was stronger.