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 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。
Abstract：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.