管理评论

›› 2019, Vol. 31 ›› Issue (8): 169-180.

• 组织行为与人力资源管理 • 上一篇    下一篇

探究心理契约与顾客不文明行为关系的新视角：员工责任与顾客责任双向视角

刘汝萍1, 范广伟2, 赵鑫3, 马钦海1   

  1. 1. 东北大学工商管理学院, 沈阳 110819;
    2. 沈阳药科大学工商管理学院, 沈阳 110016;
    3. 沈阳大学工商管理学院, 沈阳 110044
  • 收稿日期:2018-08-16 出版日期:2019-08-28 发布日期:2019-09-11
  • 作者简介:刘汝萍,东北大学工商管理学院副教授,博士;范广伟,沈阳药科大学工商管理学院讲师,博士;赵鑫,沈阳大学工商管理学院副教授,博士;马钦海,东北大学工商管理学院教授,博士生导师,博士。
  • 基金资助:

    国家自然科学基金项目（71272162；71302162）；教育部人文社科基金项目（13YJC630096）；东北大学基本科研业务费资助项目（N150604001）；辽宁省教育厅基本科研项目（2017WQN02）。

A New Perspective on the Relationship between Psychological Contract and Customer Incivility: Two-way Perspective of Employee Responsibility and Customer Responsibility

Liu Ruping1, Fan Guangwei2, Zhao Xin3, Ma Qinhai1   

  1. 1. School of Business Administration, Northeastern University, Shenyang 110819;
    2. School of Business Administration, Shenyang Pharmaceutical University, Shenyang 110016;
    3. School of Business Administration, Shenyang University, Shenyang 110044
  • Received:2018-08-16 Online:2019-08-28 Published:2019-09-11

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摘要：

已有顾客不文明行为的前因研究只关注了心理契约的员工责任违背对顾客不文明行为的影响，心理契约的顾客责任如何对顾客不文明行为产生影响以及员工责任与顾客责任对顾客不文明行为的影响是否存在差异却不得而知。基于社会交换理论，从员工责任和顾客责任双向视角探讨了心理契约与顾客不文明行为的关系，考察了顾客满意的中介作用及顾客公众自我意识的调节作用。通过问卷星平台进行数据收集，结果发现：员工责任与顾客责任均对顾客不文明行为有显著的负向影响；满意的中介效应显著，公众自我意识在满意与顾客不文明行为之间起到了负向调节作用。员工责任比顾客责任对满意的影响更强，顾客责任与员工责任对顾客不文明行为的负向影响无显著差异。

关键词: 顾客不文明行为, 顾客心理契约, 一线员工, 满意, 公众自我意识

Abstract:

The existing studies on antecedents of customer incivility only focus on the violation of employees' responsibility on customer incivility, but it remains unknown about what is the impact of customers' own responsibility on customer incivility and whether the influence mechanism is different between the impact of employees' responsibility and customers' own responsibility on incivility. Based on Social Exchange Theory, this paper explores the relationship between psychological contract and customer incivility from the two-way perspectives of customer perceived employee responsibility and customers' own responsibility, and examines the mediating role of customer satisfaction and the moderating role of customer public self-consciousness. A survey is conducted to collect data through questionnaire star network platform. The results show that employee responsibility and customer responsibility have a significant negative impact on customer incivility; the mediating effect of satisfaction is significant, and the public self-consciousness plays a negative moderating role between satisfaction and customer incivility. Employee responsibility has a stronger impact on satisfaction than customer responsibility. There is no significant difference in the negative impact of customer responsibility and employee responsibility on customer incivility.

Key words: customer incivility, customer psychological contract, frontline employee, satisfaction, public self-consciousness