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在服务接触中,一线员工面向顾客的知识分享是其能够高质量完成服务传递的关键,对服务企业的可持续发展具有重要意义。然而,现有研究尚未从顾客端视角,探究顾客授权行为是否以及如何影响员工在服务接触中的知识分享。本研究基于社会交换理论视角,分别引入换位思考和尽责性作为中介和调节变量,深入探讨顾客授权行为对员工知识分享的影响机制和作用边界。基于一项三阶段问卷调研,本研究发现:（1）顾客授权行为对一线服务员工知识分享具有显著正向影响;（2）换位思考在顾客授权行为和员工知识分享之间起中介作用;（3）尽责性不仅能够调节顾客授权行为和换位思考之间的作用关系,还能调节顾客授权行为通过换位思考对员工知识分享的间接作用。本研究证实了顾客与员工之间存在“你放权,我分享”的积极影响关系,并揭示了两者之间的作用机制和作用边界,为增进人们对知识分享与授权研究的认识和理解、提升一线员工服务表现和促进服务企业有益发展具有良好启示。
Abstract：In service encounters, frontline employees' customer-facing knowledge sharing is crucial for them to deliver high-quality services and holds significant implications for the sustainable development of service enterprises. However, existing research has not explored whether and how customer empowering behaviors influence employees' knowledge sharing during service interactions from the customer's perspective. Based on the social exchange theory, this study introduces perspective-taking as a mediating variable and conscientiousness as a moderating variable to examine the influence mechanism and boundary conditions of customer empowering behaviors on employees' knowledge sharing. Using data collected from a three-wave questionnaire survey, the results show that:(1) customer empowering behaviors have a significantly positive impact on frontline employees' knowledge sharing;(2) perspective-taking plays a mediating role between customer empowering behaviors and employees' knowledge sharing;(3) conscientiousness not only moderates the relationship between customer empowering behaviors and perspective-taking but also moderates the indirect effect of customer empowering behaviors on employees' knowledge sharing through perspective-taking. This study confirms the positive reciprocal relationship of "you empower, I share" between customers and employees, and reveals the underlying mechanism and boundary conditions. It provides valuable insights for deepening the understanding of knowledge sharing and empowerment research, improving frontline employees' service performance, and promoting the healthy development of service enterprises.
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基本信息:
DOI：10.16471/j.cnki.11-2822/c.2025.11.004
中图分类号:F272.92;F274
引用信息:
[1]郭功星,程豹,田建.顾客授权行为何以激发一线员工面向顾客的知识分享：员工换位思考和尽责性的作用[J].中国人力资源开发,2025,42(11):57-69.DOI:10.16471/j.cnki.11-2822/c.2025.11.004.
基金信息:
国家自然科学基金项目（72102135,72102189）; 广东省哲学社会科学规划项目（GD24YGL02）; 广东省普通高校重点领域专项（2022ZDZX4005）