领导待我有异，我待顾客有别：差异化授权领导与员工主动服务绩效关系探析

被引：6

作者：

董雅楠 ^{[1
]}

江静 ^{[2
]}

谷慧敏 ^{[3
]}

杨百寅 ^{[4
]}

机构：

[1] 北京航空航天大学经济管理学院

[2] 北京邮电大学经济管理学院

[3] 北京第二外国语学院旅游科学学院

[4] 江南大学商学院

来源：

管理评论 | 2022年 / 34卷 / 07期

基金：

中国博士后科学基金;

关键词：

差异化授权领导; 和谐激情; 主动服务绩效; 主动动机模型;

D O I：

10.14120/j.cnki.cn11-5057/f.2022.07.016

中图分类号：

F272.92 [人事管理]; F719.2 [旅馆业];

学科分类号：

120203 ;

摘要：

基于主动动机模型（the model of proactive motivation），本研究探讨了差异化授权领导如何以及何时影响员工的主动服务绩效。以来自两家中高档酒店的321位员工和92位团队领导为样本，通过问卷配对、采用跨层次分析方法，研究发现，差异化授权领导通过负向影响员工的和谐激情，降低了员工的主动服务绩效。员工权力距离感削弱了差异化授权领导对员工和谐激情的负面影响，即权力距离感低时，差异化授权领导与员工和谐激情的负向关系更强，权力距离感高时，负向关系则不显著。最终，本研究建立了一个被调节的中介模型，即权力距离感调节差异化授权领导通过和谐激情对员工主动服务绩效的间接负向影响。

引用

页码：211 / 223

页数：13

共 65 条

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