职场隔离对服务质量与工作满意度的影响--情感承诺的中介效应

摘要

职场隔离可能会给员工造成压力、焦虑、失眠等生理与心理问题，影响组织成员之间的有效协作，导致群体性反生产行为与极端的群体性事件。但是，职场隔离的国内研究尚属空白。文章采用层级回归方法，研究了职场隔离对工作结果的负面影响。实证结果显示：情感承诺对职场隔离与服务质量的关系起到了部分中介作用，所以情感承诺有利于减弱职场隔离对服务质量的负面影响。职场隔离与工作满意度负相关，情感承诺对职场隔离与工作满意度的关系起到了完全中介作用，所以情感承诺可以完全消除职场隔离对工作满意度的负面影响。本研究对于企业识别职场隔离和消除职场隔离的负面影响有一定的指导作用。%Workplace isolation may cause stress, anxiety, insomnia and other physiological and psychological problems for employees, affect effective coordination among members of an organization, lead to group counterproductive and extreme group events. However, domestic research on workplace isolation is still blank. This paper applies hierarchical regression method to study the negative effects of workplace isolation on job performance. The empirical results reveal that:affective commitment partially mediates the relationship between workplace isolation and service quality. Therefore, affective commitment is condu⁃cive to weakening the negative impact of workplace isolation on service quality. Workplace isolation is negatively related to job satisfaction. Affective commitment fully mediates the relationship between workplace isolation and job satisfaction. So affec⁃tive commitment can completely eliminate the negative impact of workplace isolation on job satisfaction. This study provides some guidelines for enterprises to identify workplace isolation and eliminate its negative effect.