Luan Yunyun, Lv Meizhen, Wang Lei
School of Psychological and Cognitive Sciences and Beijing Key Lab for Behavior and Mental Health, Peking University, Beijing 100871, China.
Behav Sci (Basel). 2022 Aug 10;12(8):276. doi: 10.3390/bs12080276.
In the field of organizational management, research on employees' life experiences is insufficient. It remains unclear how employees' non-work experiences affect customer service quality. Building on the spillover theory (an individual's experience in one domain can be transferred to another domain) and the conservation of resources theory (individuals are motivated to protect their current resources and to acquire new resources), we aim to examine the impact of service employee's life satisfaction on customer satisfaction while considering service-oriented organizational citizenship behavior (the discretionary extra-role behavior demonstrated by employees) as a mediating variable. To test our hypothesis, we collected multi-wave, multilevel, multisource data of 209 customer service employees from an insurance company. The results showed that service-oriented organizational citizenship behavior was an important mechanism by which employees' overall life satisfaction positively affected customer satisfaction. In addition, this mediating effect was weaker for employees in higher competition climate groups. The study illustrates the critical contribution of the overall well-being of personnel to organizational business results.
在组织管理领域，对员工生活经历的研究尚不充分。员工的非工作经历如何影响客户服务质量仍不明确。基于溢出理论（个人在一个领域的经历可以转移到另一个领域）和资源守恒理论（个体有动机保护其现有资源并获取新资源），我们旨在考察服务型员工的生活满意度对客户满意度的影响，同时将服务导向型组织公民行为（员工表现出的自主性角色外行为）作为一个中介变量。为了检验我们的假设，我们收集了一家保险公司209名客户服务员工的多波次、多层次、多源数据。结果表明，服务导向型组织公民行为是员工整体生活满意度对客户满意度产生积极影响的重要机制。此外，对于处于竞争氛围较高组的员工，这种中介效应较弱。该研究说明了员工整体幸福感对组织业务成果的关键贡献。
