心理契约破裂与顾客不文明行为:基于自控视角

摘要/Abstract

摘要：

近年来，顾客不文明行为日益受到了国内外学者的关注。现有研究主要探讨了顾客不文明行为的消极后果，鲜见关于顾客不文明行为前因变量的研究。基于自我损耗理论，从员工视角探讨了心理契约破裂对顾客不文明行为的影响，尤其考察了顾客自控状态的中介作用及顾客-员工关系质量的调节作用。通过对231名员工及其顾客的配对调查，结果发现：心理契约破裂对顾客不文明行为存在显著的正向影响；自控状态中介了心理契约破裂对顾客不文明行为的作用；关系质量不仅负向调节了心理契约破裂与自控状态之间的关系，而且还负向调节了心理契约破裂-自控状态-顾客不文明行为这一中介机制。研究首次从员工视角探索了顾客不文明行为的诱发机制，丰富了已有相关研究，为服务性企业进行干预管理提供了理论参考。

关键词: 顾客不文明行为, 心理契约破裂, 自控状态, 关系质量

Abstract:

In recent years, customer incivility has been increasingly paid attention by domestic and foreign scholars. However, existing researches mainly focus on negative consequences of customer incivility, without enough attention to its antecedents. Drawing on ego depletion theory, we investigate how psychological contract breach induce customer incivility from employees' perspective and specifically, pay attention to the mediating role of customers' state of self-control and moderating role of relationship quality between customers and employees. By a sample of 231 customer-employee dyads, we find that employee psychological contract breach has a significant positive effect on customer incivility; state self-control mediates the association between psychological contract breach and customer incivility; relationship quality between customers and employees not only negatively moderates the association of psychological contract breach and customer incivility, but also negatively moderates the mediation mechanism of psychological contract breach-state self-control-customer incivility. This study firstly empirically examines the inducement mechanism of customer incivility from employees' perspective, enriches the existing workplace incivility researches, and provides a theoretical reference for service companies.

Key words: customer incivility, psychological contract breach, state of self-control, relationship quality

占小军, 曹元坤, 李志成. 心理契约破裂与顾客不文明行为:基于自控视角[J]. , 2017, 29(10): 132-142.

Zhan Xiaojun, Cao Yuankun, Li Zhicheng. A Research into the Effects of Psychological Contract Breach on Customer Incivility:From the Perspective of Self-control[J]. , 2017, 29(10): 132-142.

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