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论文编号：	15296
作者编号：	2120233726
上传时间：	2025/6/4 17:24:19
中文题目：	旁观者感知到的主管、同事和顾客不文明行为 对其工作投入的影响研究
英文题目：	The impact of uncivilized behaviors perceived by observers from supervisors, coworkers and customers on their work engagement
指导老师：	王健友
中文关键字：	工作场所不文明行为；工作投入；消极情绪；情绪调节能力
英文关键字：	Workplace incivility; Work engagement; Negative affect; Emotional regulation ability
中文摘要：	近年来，随着现代职场环境复杂性与竞争性的日益加剧，员工对工作场所中的人际关系越发敏感，为员工营造良好的工作环境越来越被学者与管理者倡导。作为职场中最普遍的负面行为之一，工作场所不文明行为引起学者的广泛关注。这些看似轻微的负面体验虽不构成显性暴力，却会在范围和强度上不断螺旋升级，不仅对直接受害者产生深远影响，也会波及到旁观者，而旁观者作为组织中沉默的大多数，他们因目睹工作场所中对同事的不文明行为而产生情绪消耗和负面行为，长此以往，会破坏组织氛围，造成组织受损害，甚至导致组织破裂。梳理现有相关研究，关于工作场所不文明行为的研究已取得丰富成果，学者们从受害者视角出发，基于资源保存理论、情感事件理论、社会交换理论等探讨工作场所中不文明行为对员工创造性、工作绩效、反生产行为等的影响，但关于职场不文明行为如何影响旁观者的工作投入，以及三种不同来源（主管、同事、顾客）的不文明行为的影响差异，研究仍较为有限。 基于此，本研究以一线服务人员为研究对象，基于情感事件理论和社会信息加工理论构建假设模型，通过定量研究法探讨旁观者在目睹主管、同事及顾客针对其他同事实施的不文明行为后，其工作投入水平的变化差异，以及消极情绪的中介作用和员工自我情绪调节能力对这一过程的调节作用。通过对326份数据进行分析，结果表明，主管、同事和顾客不文明行为负向影响旁观者的工作投入，且顾客不文明行为的影响更强；消极情绪中介了主管、同事和顾客不文明行为与旁观者工作投入之间的关系；员工的情绪调节能力能够削弱主管、同事和顾客不文明行为对消极情绪的正向影响。 本研究兼具理论和实践意义。在理论层面，研究从旁观者视角揭示了不同来源的工作场所不文明行为对员工工作投入的影响机制，丰富了工作场所不文明行为的理论框架。在实践层面，研究为管理者提供了更全面的视角，帮助其更好地理解工作场所不文明行为的作用机制，从而制定差异化的干预措施，营造更健康的工作环境。
英文摘要：	In recent years, with the increasing complexity and competition of the modern workplace environment, employees are becoming more and more sensitive to interpersonal relationships in the workplace, and creating a harmonious and good working environment for employees is increasingly advocated by scholars and managers. As one of the most common negative behaviors in the workplace, uncivilized behavior in the workplace has attracted wide attention from scholars. Although these seemingly minor negative experiences do not constitute explicit violence, they spiral in scope and intensity, exerting a profound impact not only on the direct victims, but also on observers. As the silent majority of the organization, observers have emotional consumption and negative behaviors due to witnessing uncivilized behaviors, which in the long run will destroy the organizational atmosphere and cause damage to the organization. It can even lead to tissue rupture. After reviewing the existing researches in related fields, the researches on workplace incivility have achieved rich results. From the perspective of victims, scholars discuss the impact of workplace incivility on employees' creativity, work performance and counter-productive behavior based on conservation of resources theory, affective events theory and social exchange theory. However, there is limited research on how workplace incivility affects observers' work engagement, and the differences in the impact of incivility from three different sources (supervisors, coworkers, and customers). Based on this, this study takes front-line service personnel as the research object, constructs a hypothetical model based on the theory of emotional events and the theory of social information processing, and explores the differences in the work engagement levels of observers after witnessing uncivilized behaviors carried out by supervisors, coworkers and customers against other colleagues through quantitative research methods. And the mediating role of negative emotions and the moderating effect of employees' self-emotional regulation ability on this process. Through the analysis of 326 data, the results show that the uncivilized behavior of supervisors, coworkers and customers negatively affects the work engagement of observers, and the influence of uncivilized behavior of customers is stronger; Negative affect mediates the relationship between the uncivilized behavior of supervisors, coworkers and customers and the work engagement of observers. Employees' emotional regulation ability can reduce the positive impact of uncivilized behavior of supervisors, coworkers and customers on negative affect. This study has both theoretical and practical significance. At the theoretical level, the study reveals the mechanism of the influence of different sources of workplace uncivilized behavior on employees' work engagement from the perspective of observers, enriching the theoretical framework of workplace uncivilized behavior. On a practical level, the research provides managers with a more comprehensive perspective and helps them better understand the mechanisms of workplace incivility so that they can develop differentiated interventions for a healthier work environment.
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