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本文旨在探讨并非针对员工的消费者不道德行为(CUB)与员工服务破坏的关系,以及道德认同在其间的调节作用。选取企业员工305人,用并非针对员工的消费者不道德行为量表、消费者人际不公平量表、道德认同量表和服务破坏量表进行测量。结果显示:1在控制了消费者人际不公平的效应后,CUB仍然会引发员工的服务破坏;2CUB与内化道德认同、象征化道德认同对服务破坏的影响存在三元交互的关系:当个体的内化道德认同较低时,CUB与服务破坏的关系受到象征化道德认同的调节,象征化道德认同越高则个体在遭受CUB时反而越是倾向于从事服务破坏行为,但是象征化道德认同的这一调节效应并不存在于内化道德认同较高个体中。得出了CUB是引发内化道德认同较低的员工的服务破坏的风险性因素的结论。
The purpose of this article is to explore the relationship between employee unethical behavior (CUB) and employee service disruption that are not employee-facing and the regulatory role of ethical identification in between. 305 employees were selected to measure with the Consumer Unscrupulous Behavior Scale, Consumer Interpersonal Inequality Scale, Moral Identity Scale and Service Destruction Scale which are not for the employees. The results show that: 1 CUB still triggers employee service disruption after controlling the consumer inequity; 2CUB has the three-way interactive relationship with the internalization of moral recognition and the symbolic moral recognition of service disruption: , The relationship between CUB and service disruption is regulated by the symbolic moral identity. The higher the symbolic moral approval, the more individuals tend to engage in service sabotage in the face of CUB, but the symbolic moral approval This regulatory effect does not exist in higher internalized moral identity. Concludes that CUB is a risk factor that triggers the service disruption of employees with low internal morals.