顾客授权行为如何激发员工的服务主动性行为？一个有调节的中介模型

摘要/Abstract

摘要： 文章基于社会交换理论和调节导向理论，分别引入心理安全感和调节导向作为中介和调节变量，构建了顾客授权行为对员工的服务主动性行为的影响机制模型。基于一项多来源、多阶段的时间滞后研究设计，获得了236份来自服务行业的员工与主管配对样本。研究结论显示：①顾客授权行为正向影响员工的服务主动性行为，且心理安全感在二者之间起中介作用；②员工的促进导向会强化顾客授权行为对员工心理安全感的正向影响，防御导向则会削弱此效应；③员工的促进导向水平越高，心理安全感在顾客授权行为与员工的服务主动性行为之间的中介效应就越强；防御导向水平越高，心理安全感的中介效应就越弱。

关键词: 顾客授权行为, 心理安全感, 调节导向, 员工的服务主动性行为, 社会交换理论

Abstract: Based on social exchange theory and regulatory focus theory and using psychological safety and regulatory focus as mediating and moderating variables, this paper constructs a model to explain the mechanism of how customer empowering behaviors influence employees’ proactive customer service performance. A multi-source and multi-wave questionnaire survey of 236 employee-supervisor dyads from service industry finds that (1) customer empowering behaviors have a significant positive effect on employee proactive customer service performance, and employees’ psychological safety plays a mediating role in the association between customer empowering behaviors and proactive customer service performance; (2) promotion focus strengthens the positive effect of customer empowering behaviors on employees’ psychological safety, while prevention focus inhibits such effect; (3) the higher the level of employee promotion focus, the stronger the positive effect of customer empowering behaviors on employees’ proactive customer service performance through psychological safety; in contrast, the higher the level of employees’ prevention focus, the weaker such indirect effect.

Key words: customer empowering behaviors, psychological safety, regulatory focus, proactive customer service performance, social exchange theory

郭功星, 田建, 程豹. 顾客授权行为如何激发员工的服务主动性行为？一个有调节的中介模型[J]. 管理评论, 2025, 37(6): 163-173.

Guo Gongxing, Tian Jian, Cheng Bao. How does Customer Empowering Behaviors Motivate Proactive Customer Service Performance? A Moderated Mediation Model[J]. Management Review, 2025, 37(6): 163-173.

参考文献

[1] Prahalad C. K., Ramaswamy V. Co-Creation Experiences: The Next Practice in Value Creation[J]. Journal of Interactive Marketing, 2004,18(3):5-14
[2] 郭功星,程豹. 顾客授权行为对员工职业成长的影响:自我决定理论视角[J]. 心理学报, 2021,53(2):215-228 Guo G. X., Cheng B. Effects of Customer Empowering Behaviors on Employees’ Career Growth: Perspective of Self-Determination Theory[J]. Acta Psychologica Sinica, 2021,53(2):215-228
[3] Dong Y., Liao H., Chuang A., et al. Fostering Employee Service Creativity: Joint Effects of Customer Empowering Behaviors and Supervisory Empowering Leadership[J]. Journal of Applied Psychology, 2015,100(5):1364-1380
[4] Tuan L. T., Rajendran D., Rowley C., et al. Customer Value Co-Creation in the Business-to-Business Tourism Context: The Roles of Corporate Social Responsibility and Customer Empowering Behaviors[J]. Journal of Hospitality and Tourism Management, 2019,39:137-149
[5] Öksüz M. The Effect of Customer Empowering Behaviours on Service Performance in the Hospitality Industry[J]. International Journal of Contemporary Economics and Administrative Sciences, 2021,11(1):193-215
[6] 陈钢华,陈增祥,林美珍,等. “社会科学前沿理论及其在旅游研究中的应用”系列笔谈[J]. 旅游论坛, 2021,14(4):1-20 Chen G. H., Chen Z. X., Lin M. Z., et al. Series of Writing Talks on “Frontier Theory of Social Science and Its Application in Tourism Research”[J]. Tourism Forum, 2021,14(4):1-20
[7] 邓昕才,韩月,李成雪,等. 顾客授权行为对酒店员工服务创新的影响及作用机制[J]. 旅游学刊, 2022,37(11):116-129 Deng X. C., Han Y., Li C. X., et al. The Impact of Customer Empowering Behaviors on Hotel Employee Service Innovation and Its Mechanism[J]. Tourism Tribune, 2022,37(11):116-129
[8] 席猛,刘玥玥,徐云飞,等. 基于社会交换理论的多重雇佣关系模式下员工敬业度研究[J]. 管理学报, 2018,15(8):1144-1152 Xi M., Liu Y. Y., Xu Y. F., et al. A Study on Employee Engagement in Multiple Employment Relationship Modes: From the Perspective of Social Exchange Theory[J]. Chinese Journal of Management, 2018,15(8):1144-1152
[9] Houlfort N., Fernet C., Vallerand R. J., et al. The Role of Passion for Work and Need Satisfaction in Psychological Adjustment to Retirement[J]. Journal of Vocational Behavior, 2015,88:84-94
[10] 彭坚,王震. 做上司的“意中人”:负担还是赋能？追随原型-特质匹配的双刃剑效应[J]. 心理学报, 2018,50(2):216-225 Peng J., Wang Z. Being a Prototypic Follower: Burdening or Enabling? The Paradoxical Effect of Followership Prototype-Trait Match[J]. Acta Psychologica Sinica, 2018,50(2):216-225
[11] Cheong M., Spain S. M., Yammarino F. J., et al. Two Faces of Empowering Leadership: Enabling and Burdening[J]. The Leadership Quarterly, 2016,27(4):602-616
[12] Ehrnrooth M., Björkman I. An Integrative HRM Process Theorization: Beyond Signalling Effects and Mutual Gains[J]. Journal of Management Studies, 2012,49(6):1109-1135
[13] 韩平,刘向田,陈雪. 企业员工组织信任、心理安全和工作压力的关系研究[J]. 管理评论, 2017,29(10):108-119 Han P., Liu X. T., Chen X. An Exploration into the Relationship among Organizational Trust, Psychological Safety and Work Stress[J]. Management Review, 2017,29(10):108-119
[14] 李召敏,赵曙明. 劳资关系氛围五维度对员工心理安全和工作嵌入的影响——基于中国广东和山东两地民营企业的实证研究[J]. 管理评论, 2017,29(4):108-121 Li Z. M., Zhao S. M. The Effect of Five-Dimensional Industrial Relations Climate on Employees’ Psychological Safety and Job Embeddedness—An Empirical Study of Private Enterprises in Guangdong and Shandong Regions of China[J]. Management Review, 2017,29(4):108-121
[15] Lee J., Loretta Kim S., Yun S. Encouraging Employee Voice: Coworker Knowledge Sharing, Psychological Safety, and Promotion Focus[J]. The International Journal of Human Resource Management, 2023,34(5):1044-1069
[16] 周星,程豹,郭功星. 职场排斥对顾客服务主动性行为的影响——一个有调节的中介模型[J]. 经济管理, 2018,40(6):38-52 Zhou X., Cheng B., Guo G. X. Workplace Ostracism and Proactive Customer Service Performance: A Moderated-Mediation Model Based on the Conservation of Resources theory[J]. Business Management Journal, 2018,40(6):38-52
[17] Lau P. Y. Y., Tong J. L. Y. T., Lien B. Y. H., et al. Ethical Work Climate, Employee Commitment and Proactive Customer Service Performance: Test of the Mediating Effects of Organizational Politics[J]. Journal of Retailing and Consumer Services, 2017,35:20-26
[18] Rank J., Carsten J. M., Unger J. M., et al. Proactive Customer Service Performance: Relationships with Individual, Task, and Leadership Variables[J]. Human Performance, 2007,20(4):363-390
[19] Zhu H., Lyu Y., Deng X., et al. Workplace Ostracism and Proactive Customer Service Performance: A Conservation of Resources Perspective[J]. International Journal of Hospitality Management, 2017,64:62-72
[20] 程鹏飞. 游览前目的地形象对游客感知服务质量的影响——游客专业知识的调节效应[J]. 旅游学刊, 2018,33(2):57-66 Cheng P. F. Effect of Tourists’ Pre-visit Destination Image on Their Perceived Service Quality: The Moderating Effect of Tourist’s Expertise[J]. Tourism Tribune, 2018,33(2):57-66
[21] Conger J. A., Kanungo R. N. The Empowerment Process: Integrating Theory and Practice[J]. The Academy of Management Review, 1988,13(3):471-482
[22] Zhou X., Ma J., Dong X. Empowering Supervision and Service Sabotage: A Moderated Mediation Model Based on Conservation of Resources Theory[J]. Tourism Management, 2018,64:170-187
[23] 刘鑫,杨东涛. 工作自主性与员工敬业度: 自我监控和分配公平的调节作用[J]. 商业经济与管理, 2017,(4):41-48 Liu X., Yang D. T. Job Autonomy and Job Engagement: Exploring the Moderating Role of Self-Monitoring and Distributive Justice[J]. Journal of Business Economics, 2017,(4):41-48
[24] 余传鹏,林春培,姚聪. 旅游业新生代一线员工服务绩效的影响机制——社会交换理论视角[J]. 旅游学刊, 2018,33(12):53-65 Yu C. P., Lin C. P., Yao C. Influence Mechanism Research of Front-Line New Generation Employees’ Service Performance in Tourism Industry: Perspective of Social Exchange Theory[J]. Tourism Tribune, 2018,33(12):53-65
[25] 周怀康,刘善仕,彭秋萍,等. 生于忧患:毕业遭遇经济下行与员工工作绩效[J]. 管理评论, 2023,35(6):171-181 Zhou H. K., Liu S. S., Peng Q. P., et al. Be Born at Hardship: Graduation in Economic Downturn and Employee Job Performance[J]. Management Review, 2023,35(6):171-181
[26] 郭功星,程豹. 家庭不文明行为对酒店员工服务主动性的作用机制[J]. 旅游学刊, 2021,36(2):117-129 Guo G. X., Cheng B. Mechanism of Hotel Employees’ Family Incivility on Proactive Customer Service Performance[J]. Tourism Tribune, 2021,36(2):117-129
[27] Griffin M. A., Neal A., Parker S. K. A New Model of Work Role Performance: Positive Behavior in Uncertain and Interdependent Contexts[J]. Academy of Management Journal, 2007,50(2):327-347
[28] Liao H. Do It Right This Time: The Role of Employee Service Recovery Performance in Customer-Perceived Justice and Customer Loyalty After Service Failures[J]. Journal of Applied Psychology, 2007,92(2):475-489
[29] Belschak F. D., Den Hartog D. N. Pro-self, Prosocial, and Pro-Organizational Foci of Proactive Behaviour: Differential Antecedents and Consequences[J]. Journal of Occupational and Organizational Psychology, 2010,83(2):475-498
[30] Liao H., Chuang A. A Multilevel Investigation of Factors Influencing Employee Service Performance and Customer Outcomes[J]. Academy of Management Journal, 2004,47(1):41-58
[31] Wu X., Kwan H. K., Wu L. Z., et al. The Effect of Workplace Negative Gossip on Employee Proactive Behavior in China: The Moderating Role of Traditionality[J]. Journal of Business Ethics, 2018,148(4):801-815
[32] 吴隆增,曹昆鹏,陈苑仪,等. 变革型领导行为对员工建言行为的影响研究[J]. 管理学报, 2011,8(1):61-66 Wu L. Z., Cao K. P., Chen Y. Y., et al. Transformational Leadership and Employee Voice Behavior: An Examination of the Mediating Mechanisms[J]. Chinese Journal of Management, 2011,8(1):61-66
[33] Detert J. R., Burris E. R. Leadership Behavior and Employee Voice: Is the Door Really Open?[J]. Academy of Management Journal, 2007,50(4):869-884
[34] Taylor S. G., Bedeian A. G., Kluemper D. H. Linking Workplace Incivility to Citizenship Performance: The Combined Effects of Affective Commitment and Conscientiousness[J]. Journal of Organizational Behavior, 2012,33(7):878-893
[35] Higgins E. T. Beyond Pleasure and Pain[J]. American Psychologist, 1997,52(12):1280-1300
[36] Higgins E. T. Promotion and Prevention: Regulatory Focus as a Motivational Principle[J]. Advances in Experimental Social Psychology, 1998,30:1-46
[37] 高中华,赵晨,付悦,等. 团队情境下忧患型领导对角色绩效的多层链式影响机制研究[J]. 管理世界, 2020,36(9):186-201 Gao Z. H., Zhao C., Fu Y., et al A Multilevel Sequential Mediation Model of Vigilant Leadership’s Effects on Role Performance in a Team Context[J]. Journal of Management World, 2020,36(9):186-201
[38] 周圆圆,郑毓煌. 创新产品的情景想象——时间视角与调节聚焦的匹配效应[J]. 管理评论, 2022,34(2):142-153 Zhou Y. Y., Zheng Y. H. The Impact of Visualization on Innovative Products: The Matching between Temporal Perspective and Regulatory Focus[J]. Management Review, 2022,34(2):142-153
[39] Das G., Roy R., Spence M. T. The Mitigating Effect of Matching Regulatory Focus with Arousal-Inducing Stimuli in Service Failure Situations[J]. Psychology & Marketing, 2020,37(10):1420-1432
[40] Li A., Chiu S. C. S., Kong D. T., et al. How CEOs Respond to Mortality Salience During the COVID-19 Pandemic: Integrating Terror Management Theory with Regulatory Focus Theory[J]. Journal of Applied Psychology, 2021,106(8):1188-1201
[41] Chen X., Lee C., Hui C., et al. Feeling Possessive, Performing Well? Effects of Job-based Psychological Ownership on Territoriality, Information Exchange, and Job Performance[J]. Journal of Applied Psychology, 2023,108(3):403-424
[42] Zou L. W., Chan R. Y. K. Why and When do Consumers Perform Green Behaviors? An Examination of Regulatory Focus and Ethical Ideology[J]. Journal of Business Research, 2019,94:113-127
[43] 刘顿,古继宝. 领导发展性反馈、员工工作卷入与建言行为:员工情绪智力调节作用[J]. 管理评论, 2018,30(3):128-139 Liu D., Gu J. B. Supervisor Developmental Feedback, Job Involvement and Employee Voice: The Moderating Role of Employee Emotional Intelligence[J]. Management Review, 2018,30(3):128-139
[44] Qian C., Balaji P., Crilly D., et al. Better Safe than Sorry: CEO Regulatory Focus and Workplace Safety[J]. Journal of Management, 2024,50(4):1453-1487
[45] 向姝婷,赵锴,宁南. “赋能”还是“负担”？领导者授权行为对员工工作行为影响的双刃剑效应探究[J]. 心理科学进展, 2020,28(11):1814-1835 Xiang S. T., Zhao K., Ning N. The Double-edged Sword Effect of Leadership Empowerment Behavior[J]. Advances in Psychological Science, 2020,28(11):1814-1835
[46] Podsakoff P. M., MacKenzie S. B., Podsakoff N. P. Sources of Method Bias in Social Science Research and Recommendations on How to Control It[J]. Annual Review of Psychology, 2012,63:539-569
[47] Liang J., Farh C. I. C., Farh J. L. Psychological Antecedents of Promotive and Prohibitive Voice: A Two-wave Examination[J]. Academy of Management Journal, 2012,55(1):71-92
[48] Higgins E. T., Friedman R. S., Harlow R. E., et al. Achievement Orientations from Subjective Histories of Success: Promotion Pride versus Prevention Pride[J]. European Journal of Social Psychology, 2001,31(1):3-23
[49] 涂乙冬,陆欣欣,郭玮,等. 道德型领导者得了什么？道德型领导、团队平均领导？部属交换及领导者收益[J]. 心理学报, 2014,46(9):1378-1391 Tu Y. D., Lu X. X., Guo W., et al. What Benefits do Ethical Leaders Gain? Ethical Leadership, LMX Mean and Leaders’ Benefits[J]. Acta Psychologica Sinica, 2014,46(9):1378-1391
[50] Aiken L. S., West S. G. Multiple Regression: Testing and Interpreting Interactions[M]. Thousand Oaks: Sage Publication, 1991