作　　者： ;

机构地区： 汕头大学

出　　处： 《经济管理》 2018年第6期38-52,共15页

摘　　要： 职场排斥对员工的消极影响已经得到大量研究的证实。本文以资源保存理论为基础,以情绪耗竭为中介和敌意归因偏差为调节,探索职场排斥对顾客服务主动性行为的作用机制和边界条件。通过三个时间点的326位一线服务人员和与之匹配的58名主管的问卷调查,数据分析结果发现:(1)职场排斥能够对顾客服务主动性行为产生显著的负向影响;(2)情绪耗竭在职场排斥与顾客服务主动性行为之间发挥着部分中介作用;(3)员工敌意归因偏差对职场排斥与情绪耗竭之间的关系具有显著的正向调节效应,即员工敌意归因偏差水平越高,二者之间的正向关系越强;(4)员工敌意归因偏差还进一步调节职场排斥通过情绪耗竭影响顾客服务主动性行为的间接效应，即员工敌意归因偏差水平越高，职场排斥通过情绪耗竭影响顾客服务主动性行为的负向效应会被增强。 Workplace ostracism,which is the extent to which individuals perceive that they are ignored or excluded by other employees in the workplace,is a pervasive workplace phenomenon.Workplace ostracism comprises three key features.First,workplace ostracism does not necessarily require a motivation to cause harm to the target.Second,workplace ostracism occurs when an individual or group omits to include another coworker while it is socially appropriate to do so.Hence,what an individual perceives ostracism,it may not be considered the same way in another.Third,workplace ostracism is characterized by“the omission of positive attention from others ratherthan the commission of negative attention”.It has been recognized that workplace ostracism is a universal and prevalentphenomenons in the workplace,and there has been growing research attention to its outcomes.Workplace ostracism,which could trigger a series unfavorable consequences to employeesand organization.As a result,the issues concerning theoutcomes of workplace ostracism have increasingly received attentions from scholars in the past decades,such as satisfaction,organizational citizenship behaviors,job performance and so on.However,there are several shortcomings in existing research.First,the extant research ignores the effect path between workplace ostracismand the mentality of employees such as emotional exhaustion.Second,the current research has not been able to extend the research on workplace ostracism to the context of service industry,which is becoming a pillar industry of China s national economy.To make up for the insufficient of existing research,this research,by focusing on the phenomenon of workplace ostracism in the service enterprises,conduct a multi-wave(three times point)and multi-source(employee and their corresponding supervisor)longitudinal tracking study from the perspective of conservation of resources theory under the context of service industry.Based on the data of 326 frontline serviceemployees,we examined impact of workplace ostracism on

关 键 词： 职场排斥 情绪耗竭 敌意归因偏差 顾客服务主动性行为 资源保存理论

分 类 号： [C936]

领　　域： []