顾客攻击行为的概念、影响因素及应对策略

顾客攻击是由当时或之前接受组织服务的顾客实施的, 针对该组织员工所进行的一系列不可接受的敌意行为, 如恐吓、威胁、攻击, 并且这些敌意行为会对该组织员工的工作业绩产生消极影响。顾客攻击是工作场所攻击行为在服务业的集中体现; 本文从个体因素和情景因素两个角度分析了顾客攻击的风险因素, 从心理/情感反应、人身伤害、与工作相关的消极结果三个角度探讨了顾客攻击的消极影响; 相应的顾客攻击的应对策略包括个体应对策略和组织应对策略; 最后对当前顾客攻击行为研究的开展进行了有针对性的评价与展望。     

Deviant Workplace Behavior and the Organization's Ethical Climate

While a number of previous studies have investigated the effects of personal characteristics and interpersonal factors on a specific type of deviant behavior, the present study examined how organizational factors, or more specifically ethical climates within organizations, are related to various types of deviant behavior. The results provided evidence that certain types of ethical climates were related to specific types of deviant behavior, suggesting that the causes for deviant behavior might depend on the specific type of deviant behavior. It was noted that the results of the present study have both theoretical relevance and practical implications with respect to workplace deviance.     

委屈可以求全吗?自我表现视角下职场排斥对个体绩效的影响机制

有关职场排斥对员工绩效的影响结果, 已有研究存在不一致的研究结论, 表明该领域还存在潜藏的作用机制有待深入发掘。为此, 基于自我表现理论, 本文构建并检验了一个有条件的间接作用模型, 探讨遭受职场排斥的个体如何以及何时可能获得更高的绩效评价。基于一个情景实验和一个多时点、上下级配对的问卷调查, 研究结果支持了理论假设：职场排斥会激发个体表面顺从的应对策略, 并且这种应对趋向对高集体主义倾向的员工更为明显; 而在领导的集体主义倾向较高的情况下, 高表面顺从的下属能获得更高的绩效评价; 当且仅当下属和领导的集体主义倾向都较高时, 职场排斥通过表面顺从对绩效评价产生正向影响。     

工作场所不文明行为与职场排斥间的螺旋效应

工作场所不文明行为与职场排斥间的螺旋效应模型可用道德排除理论和情感事件理论解释。根据道德排除理论遭受工作场所不文明行为会导致受害者与实施者心理距离增加, 进而对实施者实施职场排斥; 从旁观者视角来看, 目睹工作场所不文明行为会影响旁观者的道义公正感和互动公平感进而表现出对实施者的职场排斥, 且该中介过程受到利他性的调节。同样, 基于情感事件理论, 遭受职场排斥会导致职场排斥受害者的消极情绪水平增加促使其成为工作场所不文明行为的实施者。     

Do Personal Dispositions Affect the Relationship Between Psychosocial Working Conditions and Workplace Bullying?

There is scarce research on the interaction between psychosocial working conditions and being a target of workplace bullying with individual characteristics as a moderator. We therefore examined 3,363 employees from 60 Danish workplaces to test whether sense of coherence moderates the relationship between the job demand-control model and bullying. This work is exploratory in nature, as no previous study to assess this moderation was found. Hierarchical linear regressions showed that demand-control model was significantly associated with bullying. Sense of coherence displayed a significant though practically negligible moderating effect. This suggests that negative psychosocial working conditions are associated with bullying independently of personal characteristics, at least in terms of sense of coherence.     

Development and validation of the Zurich Meeting Questionnaire (ZMQ)

Introduction and objectivesResearch highlights the importance of identifying and examining crucial meeting characteristics and procedures. Thus, the aim of the present research is to develop and validate the Zurich Meeting Questionnaire (ZMQ), an instrument that assesses meeting attendees’ perceptions of meeting design characteristics and task- and relational-oriented procedures during the meeting.MethodThree independent samples (n₁ = 474, n₂ = 464, n₃ = 311) were used to test the psychometric properties, factorial structure, criterion validity, and construct validity of the ZMQ.ResultsResults of confirmatory factor analyses confirmed the assumed two-dimensional structure of meeting procedures. Furthermore, the results provided criterion validity evidence regarding meeting satisfaction and perceived meeting effectiveness. Finally, the pattern of correlations with external variables (team climate inventory, psychological safety, and social desirability) provided initial evidence of construct validity.ConclusionThe ZMQ is a short and psychometrically sound measure of meeting design characteristics and procedures during meetings and is suitable for use in organizational research and the evaluation of meetings in practice.     

Social and personal determinants of workplace aggression: Evidence for the impact of perceived injustice and the Type A Behavior Pattern

Four hundred fifty‐two employed persons rated the frequency with which they had been the victims of a wide range of aggressive actions at work. In addition, they also rated the frequency with which they themselves had aggressed against others in their workplaces. Three hypotheses were investigated: (1) covert forms of aggression, in which aggressors seek to conceal their identity from target persons, are significantly more frequent in workplaces than overt forms of aggression; (2) the greater the perceived injustice reported by employees, the greater their tendency to engage in workplace aggression; and (3) the higher individuals' scores on a measure of the Type A Behavior Pattern, the greater their reported frequency of engaging in various forms of workplace aggression. Results offered support for all three hypotheses. In addition, several demographic variables (participants' age and gender; the physical location of their workplaces) were also found to play a role in the occurrence of workplace aggression. Together, these findings were interpreted as underscoring the importance of establishing close conceptual links between research on workplace aggression and basic research on human aggression. Aggr. Behav. 25:281–296, 1999. © 1999 Wiley‐Liss, Inc.     

A Summary Review of Literature Relating to Workplace Bullying

This paper is intended to provide literature signposts for the new researcher into adult bullying. A concise, but not exhaustive, overview of literature relating to workplace bullying is undertaken. It draws on the base provided by work into school bullying and progresses to the arena of adult bullying. In both fields Scandinavian countries have contributed a significant proportion of the research. Research reported in the English language into adult bullying at work is rather limited, but will have emphasis in this paper. Broadly there are two direct approaches; that of investigating the incidence of bullying, and also that of attempting to understand the bullying process. Both approaches are sometimes integrated within a study. There is a wide range of work that can be related to bullying at work, and some of these areas are highlighted. © 1997 John Wiley & Sons, Ltd.