顾客非理性行为对服务导向公民行为的作用机制基于应激源-紧张理论视角

摘要

While most managers focus on training their service employees how to satisfy customers,they tend to neglect the effect of customers’irrational behaviors on service employees.From the stressor-strain perspective,270 service employees were surveyed by adopting SPSS and AMOS analytical tools so as to reveal how consumers’irrational behaviors affect service-oriented citizenship behaviors.The results showed that customers’ irrational behaviors have positive effect on job stress,which has positive effect on emotional exhaustion;emotional exhaustion has negative effect on the three dimensions of service-oriented citizenship behaviors, namely,loyalty,participation as well as obedience,and it mediates between job stress and service-oriented citizenship behaviors.%当所有目光都聚焦于接触顾客员工如何满足顾客的需求时，却忽略了顾客非理性行为对接触顾客员工也具有重要影响。基于应激源-紧张理论视角，通过对270名服务员工的调查，运用 SPSS 和 AMOS 分析工具，揭示了顾客非理性行为如何作用于服务导向公民行为。研究结果表明：顾客非理性行为正向影响工作压力；工作压力正向影响情绪枯竭；情绪枯竭负向影响服务导向公民行为的三个维度，即服务员工的忠诚度、参与度与遵从度；在工作压力与服务导向公民行为之间，情感枯竭起中介作用。