攻击转移：顾客苛待如何影响员工反生产行为？

摘要/Abstract

摘要：

现有顾客苛待的理论成果尚不能有效解释顾客、组织、员工等多个主体之间所出现的“冤冤相报”的连锁现象。基于攻击转移视角，对271份员工-上司配对样本进行统计分析，实证分析了顾客苛待、组织自尊和员工反生产行为之间的连锁反应过程以及组织支持感在这一过程中的调节作用。研究发现，顾客苛待对员工指向组织的反生产行为具有正向影响，但对指向个体的反生产行为无显著影响；组织自尊在顾客苛待与员工反生产行为之间起中介作用；组织支持感显著调节顾客苛待通过组织自尊影响反生产行为的中介作用，表现为这一中介关系对于高水平组织支持感的员工来说较弱。

关键词: 顾客苛待, 组织自尊, 反生产行为, 组织支持感

Abstract:

Although more and more researchers start to concern customer mistreatment, it is still difficult to explain the concatenated mistreatments among consumers, organizational agents and employees. Based on the theory of displaced aggression, we examine the mediating and moderating relationships among customer mistreatment, organization-based self-esteem, counterproductive work behavior (CWB) and perceived organizational support. Using 271 supervisor-subordinate dyads as samples, we find that: (1) customer mistreatment has a positive correlation with organization-directed CWB (CWB-O), but has no significant correlation with individual-directed CWB (CWB-I); (2) organization-based self-esteem mediates the relationship between customer mistreatment and CWB; (3) perceived organizational support moderates the strength of the mediating relationship between customer mistreatment and CWB via organization-based self-esteem, such that the mediating relationship is stronger under low-perceived organizational support than under high-perceived organizational support.

Key words: customer mistreatment, organization-based self-esteem, counterproductive work behavior, perceived organizational support

赵红丹, 吴桢, 刘微微. 攻击转移：顾客苛待如何影响员工反生产行为？[J]. , 2020, 32(5): 243-254.

Zhao Hongdan, Wu Zhen, Liu Weiwei. Displaced Aggression: How does Customer Mistreatment Influence Employees' Counterproductive Work Behaviors?[J]. , 2020, 32(5): 243-254.

参考文献

[1] Grandey A. A., Dickter D. N., Sin H. P. The Customer Is not Always Right:Customer Aggression and Emotion Regulation of Service Employees[J]. Journal of Organizational Behavior, 2004,25(3):397-418
[2] Baranik L. E., Wang M., Gong Y. P., et al. Customer Mistreatment, Employee Health and Job Performance:Cognitive Rumination and Social Sharing as Mediating Mechanisms[J]. Journal of Management, 2014,29(12):1971-1977
[3] 刘汝萍,马钦海.顾客不当行为研究回顾与展望[J].外国经济与管理, 2010,32(10):58-64
[4] Li X., Zhou E. Influence of Customer Verbal Aggression on Employee Turnover Intention[J]. Management Decision, 2013,51(4):890-912
[5] Cohen A. Are They among Us?A Conceptual Framework of the Relationship Between the Dark Triad Personality and Counterproductive Work Behaviors (CWBs)[J]. Human Resource Management Review, 2016,26(1):69-85
[6] Yeung A., Griffin B. Workplace Incivility:Does Matter in Asia?[J]. People and Strategy, 2008,31(3):14-19
[7] 张若勇,牛琬婕.顾客不公平与员工反生产行为:情绪耗竭的中介效应与认同的调节效应[J].预测, 2015,34(1):15-21
[8] Liu Y., Wang M., Chang C. H., et al. Work-Family Conflict, Emotional Exhaustion, and Displaced Aggression Toward Others:The Moderating Roles of Workplace Interpersonal Conflict and Perceived Managerial Family Support[J]. Journal of Applied Psychology, 2015,100(3):793-808
[9] Miller N. E. I. The Frustration-Aggression Hypothesis[J]. Psychological Review, 1941,48(4):337-342
[10] 赖志超,林纯安,黄国隆.组织认定的竞争优势,华人组织行为议题、做法及出版[M].中国台北:华泰文化事业股份有限公司, 2006
[11] Wang M., Liao H., Zhan Y., et al. Daily Customer Mistreatment and Employee Sabotage Against Customers:Examining Emotion and Resource Perspectives[J]. Academy of Management Journal, 2011,54(2):312-334
[12] Shoss M. K., Eisenberger R., Restubog S. L. D., et al. Blaming the Organization for Abusive Supervision:The Roles of Perceived Organizational Support and Supervisor's Organizational Embodiment[J]. Journal of Applied Psychology, 2013,98(1):158-168
[13] Skarlicki D. P., Van J. D. D., Walker D. D. Getting Even for Customer Mistreatment:The Role of Moral Identity in the Relationship Between Customer Interpersonal Injustice and Employee Sabotage[J]. Journal of Applied Psychology, 2008,93(6):1335-1347
[14] Walker D., Van D., Skarlicki P. Exploring the Effects of Individual Customer Incivility Encounters on Employee Incivility:The Moderating Roles of Entity (in) Civility and Negative Affectivity[J]. Journal of Applied Psychology, 2014,99(1):151-161
[15] Van J. D. D., Restubog S. L. D., Walker D. D., et al. Misbehaving Customers:Understanding and Managing Customer Injustice in Service Organizations[J]. Organizational Dynamics, 2015,44(4):273-280
[16] Yeh C. W. Linking Customer Verbal Aggression and Service Sabotage[J]. Journal of Service Theory and Practice, 2015,25(6):877-896
[17] 刘小禹,刘军,关浩光.顾客性骚扰对员工服务绩效影响机制的追踪研究——员工传统性与团队情绪氛围的调节作用[J].管理世界, 2012,(10):107-118
[18] Grandey A. A. When "the Show Must Go on":Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery[J]. Academy of Management Journal, 2003,46(1):86-96
[19] Mullen J. E., Kelloway E. K. The Effects of Interpersonal Customer Mistreatment on Employee Retaliation[J]. International Journal of Workplace Health Management, 2013,6(2):118-128
[20] Anderson E., Mazvancheryl S. Customer Satisfaction and Shareholder Value[J]. Journal of Marketing, 2004,68(4):172-185
[21] Spector P., Fox S. An Emotion-Centered Model of Voluntary Work Behavior:Some Parallels Between Counterproductive Work Behavior and Organizational Citizenship Behavior[J]. Human Resource Management Review, 2002,12(2):269-292
[22] Chirumbolo A. The Impact of Job Insecurity on Counterproductive Work Behaviors:The Moderating Role of Honesty-Humility Personality Trait[J]. Journal of Psychology, 2015,149(6):554-569
[23] 刘文彬,井润田,李贵卿,等.员工"大五"人格特质、组织伦理气氛与反生产行为:一项跨层次检验[J].管理评论, 2014,26(11):141-151
[24] 郭文臣,杨静,付佳.以组织犬儒主义为中介的组织支持感、组织公平感对反生产行为影响的研究[J].管理学报, 2015,12(4):530-537
[25] Bai Q. Y., Lin W. P., Wang L. Family Incivility and Counterproductive Work Behavior:A Moderated Mediation Model of Self-Esteem and Emotional Regulation[J]. Journal of Vocational Behavior, 2016,94(3):11-19
[26] Dischner S. Organizational Structure, Organizational Form, and Counterproductive Work Behavior:A Competitive Test of the Bureaucratic and Post-Bureaucratic Views[J]. Scandinavian Journal of Management, 2015,31(4):501-514
[27] Marcusnewhall A., Pedersen W. C., Carlson M., et al. Displaced Aggression Is Alive and Well:A Meta-Analytic Review[J]. Journal of Personality&Social Psychology, 2000,78(4):670-689
[28] Hoobler J. M., Brass D. J. Abusive Supervision and Family Undermining as Displaced Aggression[J]. Journal of Applied Psychology, 2006,91(5):1125-1133
[29] Wei F., Si S. Tit for Tat?Abusive Supervision and Counterproductive Work Behaviors:The Moderating Effects of Locus of Control and Perceived Mobility[J]. Asia Pacific Journal of Management, 2013,30(1):281-296
[30] Spector P. E., Fox S., Penney L. M., et al. The Dimensionality of Counterproductivity:Are All Counterproductive Behaviors Created Equal?[J]. Journal of Vocational Behavior, 2006,68(3):446-460
[31] Gecas V. The Self-Concept[J]. Annual Review of Sociology, 1982,8(8):1-33
[32] 潘孝富,秦启文,张永红,等.组织心理所有权、基于组织的自尊对积极组织行为的影响[J].心理科学, 2012,35(3):718-724
[33] Norman S. M., Gardner D. G., Pierce J. L. Leader Roles, Organization-Based Self-Esteem, and Employee Outcomes[J]. Leadership&Organization Development Journal, 2013,36(3):253-270
[34] Pierce J. L., Gardner D. G., Cummings L. L., et al. Organization-Based Self-Esteem:Construct Definition, Measurement, and Validation[J]. Academy of Management Journal, 1989,32(3):622-648
[35] Pierce J. L., Gardner D. G. Self-Esteem Within the Work and Organizational Context:A Review of the Organization-Based Self-Esteem Literature[J]. Journal of Management, 2004,30(5):591-622
[36] Wang M., Liu S., Liao H., et al. Can't Get It Out of My Mind:Employee Rumination after Customer Mistreatment and Negative Mood in the Next Morning[J]. Journal of Applied Psychology, 2013,98(6):989-1004
[37] Lee J. An Analysis of the Antecedents of Organization-Based Self-Esteem in Two Korean Banks[J]. The International Journal of Human Resource Management, 2003,14(6):1046-1066
[38] Korman A. K. Toward a Hypothesis of Work Behavior[J]. Journal of Applied Psychology, 1970,54(1):31-41
[39] Whelpley C. E., Mcdaniel M. A. Self-Esteem and Counterproductive Work Behaviors:A Systematic Review[J]. Journal of Managerial Psychology, 2016,31(4):850-863
[40] Viswesvaran C., Schmidt F. L., Ones D. S. Is There a General Factor in Ratings of Job Performance?A Meta-Analytic Framework for Disentangling Substantive and Error Influences[J]. Journal of Applied Psychology, 2005,90(1):108-131
[41] Eisenberger R., Huntington R., Hutchison S., et al. Perceived Organizational Support[J]. Journal of Applied Psychology, 1986,71(3):500-507
[42] Rhoades L., Eisenberger R. Perceived Organizational Support:A Review of the Literature[J]. Journal of Applied Psychology, 2002,87(3):698-714
[43] Djurkovic N., McCormack D., Casimir G. Workplace Bullying and Intention to Leave:The Moderating Effect of Perceived Organisational Support[J]. Human Resource Management Journal, 2008,18(4):405-422
[44] Takeuchi R., Wang M., Marinova S. V., et al. Role of Domain-Specific Facets of Perceived Organizational Support During Expatriation and Implications for Performance[J]. Organization Science, 2009,20(3):621-634
[45] 张永军.伦理型领导对员工反生产行为的影响:基于组织的自尊的中介检验[J].中国管理科学, 2015,23(s1):645-649
[46] Shao R., Skarlicki D. P. Service Employees'Reactions to Mistreatment by Customers:A Comparison Between North America and East Asia[J]. Personnel Psychology, 2014,67(1):23-59
[47] Farh J. L., Hackett R. D., Liang J. Individual-Level Cultural Values as Moderators of Perceived Organizational Support-Employee Outcome Relationships in China:Comparing the Effects of Power Distance and Traditionality[J]. Academy of Management Journal, 2007,50(3):715-729
[48] Bennett R. J., Robinson S. L. The Development of a Measure of Workplace Deviance[J]. Journal of Applied Psychology, 2000,85(3):349-360
[49] Baron R. M., Kenny D. A. The Moderator-Mediator Variable Distinction in Social Psychological Research:Conceptual, Strategic, and Statistical Considerations[J]. Journal of Personality and Social Psychology, 1986,51(6):1173-1182
[50] Hayes A. F. Introduction to Mediation, Moderation and Conditional Process Analysis:A Regression-Based Approach[M]. New York:Guilford Publishers, 2013
[51] Zhao X., Lynch J. G., Chen Q. Reconsidering Baron and Kenny:Myths and Truths about Mediation Analysis[J]. Journal of Consumer Research, 2010,37(2):197-206
[52] 詹裕河,刘小浪,王红椿,等.组织支持感对组织承诺和反生产行为的影响——基于多元雇佣情境的研究[J].软科学, 2014,28(11):94-97
[53] 文吉,侯平平.顾客粗暴行为与酒店员工组织公民行为研究:基于组织支持感的中介作用[J].南开管理评论, 2015,18(6):35-45
[54] Lee J., Peccei R. Perceived Organizational Support and Affective Commitment:The Mediating Role of Organization-based Self-esteem in the Context of Job Insecurity[J]. Journal of Organizational Behavior, 2007,28(6):661-685
[55] 陆欣欣,涂乙冬.基于组织的自尊的情境化与适用性[J].心理科学进展, 2014,22(1):130-138
[56] Luthans B. C., Sommer S. M. The Impact of Downsizing on Workplace Attitudes:Differing Reactions of Managers and Staff in a Health Care Organization[J]. Group&Organization Management, 1999,24(1):46-70