壓力源與積極顧客服務表現：角色寬度自我效能及社會交換知覺之調節式中介模型

Stressors and Proactive Customer Service Performance: A Moderated Mediation Model of Role Breadth Self-efficacy and Perception of Social Exchange

10.6147/JHRM.2014.1401.01

黃品全(Pin-Chyuan Hwang)；韓明娟(Ming-Chuan Han)

挑戰型壓力源 ； 妨礙型壓力源 ； 角色寬度自我效能 ； 社會交換知覺 ； 積極顧客服務表現 ； challenge stressors ； hindrance stressors ； role breadth self-efficacy ； perception of socialexchange ； proactive customer service performance

人力資源管理學報

14卷1期（2014 / 03 / 01）

1 - 22

繁體中文

本研究探討角色寬度自我效能在挑戰、妨礙型壓力源與積極顧客服務表現之間關係的中介角色，並檢視社會交換知覺對此中介機制的調節意涵。經由調節式中介效果之檢驗步驟，本研究從237位航空公司地勤服務人員與主管之配對資料中發現，角色寬度自我效能可中介挑戰型壓力源與積極顧客服務表現之間的正向關係。再者，調節式中介分析結果也顯示，社會交換知覺可調節挑戰型壓力源經由角色寬度自我效能對顧客服務表現的的間接效果；亦即，相較於低社會交換知覺，當社會交換知覺高時，此間接效果較強。研究結果顯示，在討論壓力源、角色寬度自我效能以及積極顧客服務表現的關係時，將社會交換知覺納入考量的重要性。研究結果，也提供了進一步的理論及實務意涵。

This study investigates the mediating role of role breadth self-efficacy in linking challenge and hindrance stressors with proactive customer service performance, and further examines the moderating role of perceived social exchange in influencing the mediating mechanisms. Through the analyses of moderated mediation, this study tested the model with matched data from 237 airline ground service employees and their supervisors. Results showed that role breadth self-efficacy mediated the positive relationships between challenge stressors and proactive customer service performance. Moderated mediation analyses further demonstrated that social exchange moderated the strength of the mediated relationships between challenge stressors and proactive customer service performance via role breadth self-efficacy; specifically, the mediated relationship will be stronger under high social exchange than under low social exchange. Results underscore the importance of accounting for the moderating role of social exchange in the examination of the relationships among stressors, role breadth self-efficacy, and proactive customer service performance. Accordingly, further theoretical and practical implications are discussed.

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