) 1汕头大学商学院, 广东 汕头 515063
2西南财经大学工商管理学院, 成都 611130
收稿日期:2020-03-02出版日期:2021-02-25发布日期:2020-12-29通讯作者:程豹E-mail:chengbao@swufe.edu.cn基金资助:广东省基础与应用基础研究基金(2019A1515011464);广东省科技专项资金(大专项+任务清单)项目(2019ST002)Effects of customer empowering behaviors on employees’ career growth: Perspective of self-determination theory
GUO Gongxing1, CHENG Bao2() 1School of Business, Shantou University, Shantou 515063, China
2School of Business Administration, Southwestern University of Finance and Economics, Chengdu 611130, China
Received:2020-03-02Online:2021-02-25Published:2020-12-29Contact:CHENG Bao E-mail:chengbao@swufe.edu.cn摘要/Abstract
摘要： 聚焦于顾客授权行为这一概念, 以自我决定理论为基础, 分别引入基于组织的自尊作为中介变量和职业中心性作为调节变量, 探讨了顾客授权行为对一线服务员工职业成长的影响机制和作用边界。通过一项三阶段的时间滞后研究设计, 获取了245份有效样本, 结果显示: (1)顾客授权行为对员工职业成长具有显著的正向影响; (2)基于组织的自尊在顾客授权行为与员工职业成长之间起着部分中介作用; (3)职业中心性对顾客授权行为与基于组织的自尊的作用关系具有正向调节作用: 当员工职业中心性水平较高时, 顾客授权行为对基于组织的自尊的正向影响更强; (4)职业中心性进一步调节顾客授权行为通过基于组织的自尊对职业成长的间接影响: 当员工职业中心性水平较高时, 顾客授权行为通过基于组织的自尊对职业成长的正向效应会增强。
图/表 7
图1授权的方向与研究领域
图1授权的方向与研究领域
图2理论模型
图2理论模型表1验证性因子分析
| 模型 | χ2 | df | χ2/df | IFI | TLI | CFI | RMSEA |
|---|---|---|---|---|---|---|---|
| 四因子模型 | 428.92 | 269 | 1.60 | 0.92 | 0.91 | 0.92 | 0.05 |
| 三因子模型a | 572.17 | 272 | 2.10 | 0.85 | 0.83 | 0.85 | 0.07 |
| 三因子模型b | 796.11 | 272 | 2.93 | 0.74 | 0.71 | 0.74 | 0.09 |
| 三因子模型c | 785.83 | 272 | 2.90 | 0.75 | 0.72 | 0.74 | 0.09 |
| 三因子模型d | 803.24 | 272 | 2.95 | 0.74 | 0.71 | 0.73 | 0.09 |
| 单因子模型e | 1293.71 | 275 | 4.70 | 0.49 | 0.44 | 0.49 | 0.12 |
表1验证性因子分析
| 模型 | χ2 | df | χ2/df | IFI | TLI | CFI | RMSEA |
|---|---|---|---|---|---|---|---|
| 四因子模型 | 428.92 | 269 | 1.60 | 0.92 | 0.91 | 0.92 | 0.05 |
| 三因子模型a | 572.17 | 272 | 2.10 | 0.85 | 0.83 | 0.85 | 0.07 |
| 三因子模型b | 796.11 | 272 | 2.93 | 0.74 | 0.71 | 0.74 | 0.09 |
| 三因子模型c | 785.83 | 272 | 2.90 | 0.75 | 0.72 | 0.74 | 0.09 |
| 三因子模型d | 803.24 | 272 | 2.95 | 0.74 | 0.71 | 0.73 | 0.09 |
| 单因子模型e | 1293.71 | 275 | 4.70 | 0.49 | 0.44 | 0.49 | 0.12 |
表2各变量均值、标准差和相关系数
| 变量 | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 |
|---|---|---|---|---|---|---|---|---|---|
| 1. 性别 | |||||||||
| 2. 年龄 | 0.16* | ||||||||
| 3. 学历 | 0.05 | 0.04 | |||||||
| 4. 工龄 | -0.03 | 0.39** | 0.20** | ||||||
| 5. 主动性人格 | 0.03 | 0.06 | 0.08 | 0.09 | |||||
| 6. 顾客授权行为 | -0.10 | 0.07 | 0.04 | 0.05 | 0.01 | (0.72) | |||
| 7. 职业中心性 | 0.10 | -0.03 | 0.01 | 0.02 | -0.06 | 0.07 | (0.82) | ||
| 8. 基于组织的自尊 | 0.00 | -0.04 | 0.08 | -0.04 | -0.01 | 0.31** | 0.15* | (0.76) | |
| 9. 职业成长 | 0.00 | -0.02 | -0.06 | -0.07 | 0.03 | 0.30** | 0.01 | 0.26** | (0.96) |
| 平均值(M) | 1.63 | 3.01 | 1.34 | 2.25 | 3.67 | 3.65 | 3.97 | 3.70 | - |
| 标准差(SD) | 0.48 | 1.40 | 0.55 | 1.16 | 0.56 | 0.50 | 0.71 | 0.50 | - |
表2各变量均值、标准差和相关系数
| 变量 | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 |
|---|---|---|---|---|---|---|---|---|---|
| 1. 性别 | |||||||||
| 2. 年龄 | 0.16* | ||||||||
| 3. 学历 | 0.05 | 0.04 | |||||||
| 4. 工龄 | -0.03 | 0.39** | 0.20** | ||||||
| 5. 主动性人格 | 0.03 | 0.06 | 0.08 | 0.09 | |||||
| 6. 顾客授权行为 | -0.10 | 0.07 | 0.04 | 0.05 | 0.01 | (0.72) | |||
| 7. 职业中心性 | 0.10 | -0.03 | 0.01 | 0.02 | -0.06 | 0.07 | (0.82) | ||
| 8. 基于组织的自尊 | 0.00 | -0.04 | 0.08 | -0.04 | -0.01 | 0.31** | 0.15* | (0.76) | |
| 9. 职业成长 | 0.00 | -0.02 | -0.06 | -0.07 | 0.03 | 0.30** | 0.01 | 0.26** | (0.96) |
| 平均值(M) | 1.63 | 3.01 | 1.34 | 2.25 | 3.67 | 3.65 | 3.97 | 3.70 | - |
| 标准差(SD) | 0.48 | 1.40 | 0.55 | 1.16 | 0.56 | 0.50 | 0.71 | 0.50 | - |
表3层级回归结果
| 解释变量 | 被解释变量 | |||||||
|---|---|---|---|---|---|---|---|---|
| 基于组织的自尊 | 职业成长 | |||||||
| M1 | M2 | M3 | M4 | M5 | M6 | M7 | M8 | |
| 控制变量 | ||||||||
| 性别 | -0.00 | 0.04 | 0.02 | 0.00 | -0.00 | 0.03 | -0.00 | 0.03 |
| 年龄 | -0.02 | -0.05 | -0.04 | -0.03 | 0.01 | -0.02 | 0.02 | -0.01 |
| 学历 | 0.09 | 0.08 | 0.08 | 0.08 | -0.05 | -0.06 | -0.07 | -0.07 |
| 工龄 | -0.05 | -0.05 | -0.06 | -0.05 | -0.07 | -0.07 | -0.06 | -0.06 |
| 主动性人格 | -0.01 | -0.01 | 0.00 | 0.01 | 0.04 | 0.04 | 0.04 | 0.04 |
| 自变量 | ||||||||
| 顾客授权行为 | 0.32** | 0.31** | 0.27** | 0.31** | 0.25** | |||
| 中介变量 | ||||||||
| 基于组织的自尊 | 0.27** | 0.19** | ||||||
| 调节变量 | ||||||||
| 职业中心性 | 0.13* | 0.14* | ||||||
| 交互项 | ||||||||
| 顾客授权行为×职业中心性 | 0.14* | |||||||
| F | 0.49 | 4.96 | 4.93 | 4.98 | 0.42 | 4.58 | 3.39 | 5.25 |
| ΔF | 0.49 | 27.01** | 4.31* | 4.83* | 0.42 | 25.17** | 18.10** | 8.44** |
| R2 | 0.01 | 0.11 | 0.13 | 0.15 | 0.01 | 0.10 | 0.08 | 0.13 |
| ΔR2 | 0.01 | 0.10** | 0.02* | 0.02* | 0.01 | 0.10** | 0.07** | 0.03** |
表3层级回归结果
| 解释变量 | 被解释变量 | |||||||
|---|---|---|---|---|---|---|---|---|
| 基于组织的自尊 | 职业成长 | |||||||
| M1 | M2 | M3 | M4 | M5 | M6 | M7 | M8 | |
| 控制变量 | ||||||||
| 性别 | -0.00 | 0.04 | 0.02 | 0.00 | -0.00 | 0.03 | -0.00 | 0.03 |
| 年龄 | -0.02 | -0.05 | -0.04 | -0.03 | 0.01 | -0.02 | 0.02 | -0.01 |
| 学历 | 0.09 | 0.08 | 0.08 | 0.08 | -0.05 | -0.06 | -0.07 | -0.07 |
| 工龄 | -0.05 | -0.05 | -0.06 | -0.05 | -0.07 | -0.07 | -0.06 | -0.06 |
| 主动性人格 | -0.01 | -0.01 | 0.00 | 0.01 | 0.04 | 0.04 | 0.04 | 0.04 |
| 自变量 | ||||||||
| 顾客授权行为 | 0.32** | 0.31** | 0.27** | 0.31** | 0.25** | |||
| 中介变量 | ||||||||
| 基于组织的自尊 | 0.27** | 0.19** | ||||||
| 调节变量 | ||||||||
| 职业中心性 | 0.13* | 0.14* | ||||||
| 交互项 | ||||||||
| 顾客授权行为×职业中心性 | 0.14* | |||||||
| F | 0.49 | 4.96 | 4.93 | 4.98 | 0.42 | 4.58 | 3.39 | 5.25 |
| ΔF | 0.49 | 27.01** | 4.31* | 4.83* | 0.42 | 25.17** | 18.10** | 8.44** |
| R2 | 0.01 | 0.11 | 0.13 | 0.15 | 0.01 | 0.10 | 0.08 | 0.13 |
| ΔR2 | 0.01 | 0.10** | 0.02* | 0.02* | 0.01 | 0.10** | 0.07** | 0.03** |
图3职业中心性的交互效应图
图3职业中心性的交互效应图表4有调节的中介效应分析
| 调节变量 | 顾客授权行为(X) →基于组织的自尊(M) →职业成长(Y) | ||||
|---|---|---|---|---|---|
| 阶段 | 效应 | ||||
| 第一阶段 | 第二阶段 | 直接效应 | 间接效应 | 总效应 | |
| (PMX) | (PYM) | (PYX) | (PYMPMX) | (PYX + PYMPMX) | |
| 低职业中心性 (-1 SD) | 0.12 [-0.044, 0.280] | 0.29* [0.010, 0.657]a | 0.67** [0.218, 1.162]b | 0.03 [-0.003, 0.154] | 0.71** [0.263, 1.085]b |
| 高职业中心性 (+1 SD) | 0.43** [0.260, 0.594]b | 0.38** [0.054, 0.677]b | 0.23* [0.001, 0.465]a | 0.17** [0.002, 0.389]b | 0.40** [0.033, 0.684]b |
| 组间差异 | 0.32** [0.085, 0.568]b | 0.09 [-0.312, 0.412] | -0.44** [-0.824, -0.020]b | 0.14* [0.001, 0.288]a | -0.31 [-0.065, 0.012] |
表4有调节的中介效应分析
| 调节变量 | 顾客授权行为(X) →基于组织的自尊(M) →职业成长(Y) | ||||
|---|---|---|---|---|---|
| 阶段 | 效应 | ||||
| 第一阶段 | 第二阶段 | 直接效应 | 间接效应 | 总效应 | |
| (PMX) | (PYM) | (PYX) | (PYMPMX) | (PYX + PYMPMX) | |
| 低职业中心性 (-1 SD) | 0.12 [-0.044, 0.280] | 0.29* [0.010, 0.657]a | 0.67** [0.218, 1.162]b | 0.03 [-0.003, 0.154] | 0.71** [0.263, 1.085]b |
| 高职业中心性 (+1 SD) | 0.43** [0.260, 0.594]b | 0.38** [0.054, 0.677]b | 0.23* [0.001, 0.465]a | 0.17** [0.002, 0.389]b | 0.40** [0.033, 0.684]b |
| 组间差异 | 0.32** [0.085, 0.568]b | 0.09 [-0.312, 0.412] | -0.44** [-0.824, -0.020]b | 0.14* [0.001, 0.288]a | -0.31 [-0.065, 0.012] |
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相关文章 1
| [1] | 尹俊;王辉;黄鸣鹏. 授权赋能领导行为对员工内部人身份感知的影响：基于组织的自尊的调节作用[J]. 心理学报, 2012, 44(10): 1371-1382. |
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