论文部分内容阅读
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。
Based on the theory of organizational identity and social identity, this paper examines the impact of corporate reputation and employee characteristics on customer-company identity through customer interview and questionnaire survey. Customer-company identity reflects on corporate reputation and employee characteristics. The mediating role of citizenship behavior and the regulatory role of customer self-efficacy on customer-business identity and customer citizenship behavior. The research shows that customer-firm identity plays a complete intermediary role in the influence of corporate reputation and employee characteristics on customer citizenship behavior, and this intermediary role is adjusted by the self-efficacy of customers. That is, only when the sense of self-efficacy is high, The intermediary role of customer-company identity exists; on the other hand, the intermediary effect of customer-business identity does not exist. The article has important implications for service enterprises in managing customer misconduct.