华东经济管理
華東經濟管理
화동경제관리
East China Economic Management
2015年
11期
145-151
,共7页
企业声誉%员工特征%顾客-企业认同%顾客公民行为%自我效能感
企業聲譽%員工特徵%顧客-企業認同%顧客公民行為%自我效能感
기업성예%원공특정%고객-기업인동%고객공민행위%자아효능감
company prestige%employee characteristics%customer-company identification%customers’citizenship behavior%self-efficacy
文章基于组织认同理论和社会认同理论，通过访谈法和问卷调查方法，检验了顾客不当行为情景下企业声誉、员工特征对顾客-企业认同的影响，顾客-企业认同在企业声誉和员工特征对顾客公民行为之间的中介作用以及顾客自我效能感对顾客-企业认同和顾客公民行为的调节作用。研究表明，顾客-企业认同在企业声誉和员工特征对顾客公民行为的影响中起完全中介作用，并且这种中介作用受到顾客自我效能感的调节，即仅当同属顾客自我效能感较高时，顾客-企业认同的中介作用才存在；反之，顾客-企业认同的中介效应不存在。文章对服务企业在管理顾客不当行为方面具有重要启示。
文章基于組織認同理論和社會認同理論，通過訪談法和問捲調查方法，檢驗瞭顧客不噹行為情景下企業聲譽、員工特徵對顧客-企業認同的影響，顧客-企業認同在企業聲譽和員工特徵對顧客公民行為之間的中介作用以及顧客自我效能感對顧客-企業認同和顧客公民行為的調節作用。研究錶明，顧客-企業認同在企業聲譽和員工特徵對顧客公民行為的影響中起完全中介作用，併且這種中介作用受到顧客自我效能感的調節，即僅噹同屬顧客自我效能感較高時，顧客-企業認同的中介作用纔存在；反之，顧客-企業認同的中介效應不存在。文章對服務企業在管理顧客不噹行為方麵具有重要啟示。
문장기우조직인동이론화사회인동이론，통과방담법화문권조사방법，검험료고객불당행위정경하기업성예、원공특정대고객-기업인동적영향，고객-기업인동재기업성예화원공특정대고객공민행위지간적중개작용이급고객자아효능감대고객-기업인동화고객공민행위적조절작용。연구표명，고객-기업인동재기업성예화원공특정대고객공민행위적영향중기완전중개작용，병차저충중개작용수도고객자아효능감적조절，즉부당동속고객자아효능감교고시，고객-기업인동적중개작용재존재；반지，고객-기업인동적중개효응불존재。문장대복무기업재관리고객불당행위방면구유중요계시。
Based on organizational identification theory and social identity theory,the authors adopt interviews and question?naires to test the impact of company prestige and employee characteristics on customer-company identification (hereinafter CCI)and the mediating effect of CCI on the relationship between company prestige,employee characteristics and customer citizenship behavior,and the moderating effect of customer self-efficacy on the relationship of CCI and customer citizenship behavior(hereinafter CCB)in the context of customer misbehavior. The results show that CCI fully mediates the impact of company prestige and employee characteristics on customer citizenship behavior and its mediating effect is moderated by cus?tomer self-efficacy. That is,the mediating effect of CCI only exists when customer self-efficacy is high and vice versa. The pa?per has important implications to the management of customer misbehavior in service industry.
