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一线员工的服务破坏行为不仅是企业提升顾客满意度和竞争力的阻碍,也是影响社会稳定和整体服务质量的关键因素。以资源保存和情感事件理论为基础,通过对579名服务业一线员工的问卷调查,利用多元线性回归和Bootstrapping算法,探讨一线员工服务破坏的形成机理。研究结果表明,组织限制对服务破坏具有显著的正向效果,情绪衰竭在其中起到中介作用;自我情绪管理效能负向调节了组织限制与情绪衰竭的关系,并负向调节了情绪衰竭对组织限制与服务破坏之间的中介作用,即自我情绪管理效能越高,上述中介作用就越弱。
The service sabotage of front-line employees is not only an obstacle for enterprises to enhance customer satisfaction and competitiveness, but also a key factor that affects social stability and overall service quality. Based on the resource preservation and emotional incident theory, this paper uses questionnaires from 579 service frontline workers to explore the formation mechanism of front-line employee service disruption by using multivariate linear regression and Bootstrapping algorithm. The results show that organizational constraints have a significant positive effect on service disruption, and emotional exhaustion plays an intermediary role in them. Self-emotional management effectiveness negatively regulates the relationship between organizational constraints and emotional exhaustion, and negatively regulates emotional exhaustion on the organization The intermediary role between restriction and service disruption, ie, the higher the effectiveness of self-emotional management, the weaker the above intermediary role.