家庭-工作界面对主动服务顾客行为的作用机制——基于服务氛围视角

doi:10.15936/j.cnki.1008-3758.2017.01.004

东北大学学报（社会科学版） ›› 2017, Vol. 19 ›› Issue (1): 20-26.DOI: 10.15936/j.cnki.1008-3758.2017.01.004

家庭-工作界面对主动服务顾客行为的作用机制——基于服务氛围视角

刘喆^1,2，杨勇^1,2，唐加福³

(1.东北大学工商管理学院，辽宁沈阳110169;2.东北大学秦皇岛分校经济学院，河北秦皇岛066004;3.东北财经大学管理科学与工程学院，辽宁大连116025)

收稿日期:2016-04-16 修回日期:2016-04-16 出版日期:2017-01-25 发布日期:2017-01-10
通讯作者: 刘喆
作者简介:刘喆(1984-)，女，内蒙古包头人，东北大学博士研究生，主要从事金融服务管理研究;杨勇(1979-)，男，辽宁开原人，东北大学博士研究生，主要从事服务管理研究;唐加福(1965-)，男，湖南东安人，东北财经大学教授，博士生导师，主要从事服务质量管理研究。
基金资助:
国家自然科学基金资助项目(71272162，71401028);辽宁省社会科学规划基金资助项目(L15BGL036);河北省高等学校人文社会科学研究青年拔尖资助项目(BJ201607);中央高校基本业务科研费资助项目(N142303005);东北大学秦皇岛分校校内博士基金资助项目(XNB201705)。

Mechanism Between Family-Work Interface and Proactive Customer Service Behavior——From the Service Climate Perspective

LIU Zhe^1,2， YANG Yong^1,2， TANG Jia-fu³

(1. School of Business Administration， Northeastern University， Shenyang 110169， China; 2. School of Economics， Northeastern University at Qinhuangdao， Qinhuangdao 066004， China; 3. School of Management Science and Engineering， Dongbei University of Finance and Economics， Dalian 116025， China)

Received:2016-04-16 Revised:2016-04-16 Online:2017-01-25 Published:2017-01-10
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摘要/Abstract

摘要：

通过对310名服务员工进行多阶段调研，运用SPSS 19.0和AMOS 17.0统计软件对数据结果进行分析，以揭示家庭-工作界面对服务员工主动服务顾客行为的影响及服务氛围在其间的调节作用，结果表明:家庭-工作增益对主动服务顾客行为有正向影响;家庭-工作平衡对主动服务顾客行为有正向影响;随着服务氛围的提高，家庭-工作冲突对主动服务顾客行为的负向影响将减弱;随着服务氛围的提高，家庭-工作平衡对主动服务顾客行为的正向影响将增强。

关键词: 家庭-工作冲突, 家庭-工作增益, 家庭-工作平衡, 服务氛围, 主动服务顾客行为

Abstract:

A multi-phase survey of 310 service employees was made， and SPSS 19.0 and AMOS 17.0 analytic tools were applied to reveal the effect of family-work interface on proactive customer service behavior as well as the regulating effect of service climate. The results showed that family-work enrichment has positive effect on proactive customer service behavior， and family-work balance has positive effect on proactive customer service behavior. Moreover， service climate has negative moderating effect between family-work conflict and proactive customer service behavior， and the positive effect of family-work balance on proactive customer service behavior will be enhanced with the improvement of service climate.

Key words: family-work conflict, family-work enrichment, family-work balance, service climate, proactive customer service behavior

中图分类号:

C931.3

刘喆，杨勇，唐加福. 家庭-工作界面对主动服务顾客行为的作用机制——基于服务氛围视角[J]. 东北大学学报（社会科学版）, 2017, 19(1): 20-26.

LIU Zhe， YANG Yong， TANG Jia-fu. Mechanism Between Family-Work Interface and Proactive Customer Service Behavior——From the Service Climate Perspective[J]. Journal of Northeastern University(Social Science), 2017, 19(1): 20-26.

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家庭-工作界面对主动服务顾客行为的作用机制——基于服务氛围视角

Mechanism Between Family-Work Interface and Proactive Customer Service Behavior——From the Service Climate Perspective

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