摘要
以社会学习理论和领导行为的涓滴效应模型为理论基础,探讨高层服务型领导通过影响中层服务型领导来提升基层员工服务绩效的涓滴效应模型,并进一步探索中层领导服务导向这一个体特质的重要调节作用。通过对54位银行中层领导以及427位基层员工的多层次、多时点、多来源的问卷调查发现:高层服务型领导与中层服务型领导呈正相关关系,中层服务型领导与基层员工服务绩效呈正相关关系,中层服务型领导中介了高层服务型领导对基层员工服务绩效的正向影响;中层领导服务导向正向调节了高层服务型领导与中层服务型领导之间的正向关系,以及高层服务型领导通过中层服务型领导影响基层员工服务绩效的涓滴效应。
Based on social learning theory and the cascading effects of leader behaviors,webuilt a trickle-down model to explore how top manager servant leadership flowed down to stimulate employee service performance via middle manager servant leadership,and further investigated the moderating effect of middle manager service orientation.The results of multi-level,multi-wave and multi-source data collected from 427 employees nested in 54 middle managers from a large commercial bank group showed that top manager servant leadership was positively associated with middle manager servant leadership;middle manager servant leadership was positively related to frontline employee service performance.Middle manager servant leadership transmitted the indirect effect of top manager servant leadership on frontline employee service performance.Furthermore,middle manager service orientation positively moderated the relationship between top manager servant leadership and middle manager servant leadership,as well as the trickle-down process.
作者
刘鑫
余宇
秦昕
郑晓明
LIU Xin;YU Yu;QIN Xin;ZHENG Xiaoming(Business School,Renmin University of China,Beijing 100872,China;School of Economics and Management,Tsinghua University,Beijing 100084,China;Sun Yat-Sen Business School,Sun Yat-Sen University,Guangzhou 510275,China)
出处
《科学学与科学技术管理》
CSSCI
CSCD
北大核心
2019年第9期135-151,共17页
Science of Science and Management of S.& T.
基金
国家自然科学基金资助项目(71771133,71728005,71872190,71421061)
中国博士后科学基金资助项目(2018M640213)
中国人民大学“中央高校建设世界一流大学(学科)和特色发展引导专项资金”支持项目(KYGJD2019001)
关键词
服务绩效
服务型领导
服务导向
涓滴效应
service performance
servant leadership
service orientation
trickle-down effect
