员工对公民不文明气候的反应:一个多层次的多源研究
Sylvie Guerrero1, Marie-Ève Lapalme1, Kathleen Bentein1
1Université du Québec à Montréal, QC, Canada.
概括
公民的不文明行为增加了公务员的工作紧张和退休行为. 然而,公共服务的动机可以减轻对帮助行为的负面影响,但不能减轻戒断.
科学领域:
- 公共管理 公共管理
- 组织心理学 组织心理学
- 人力资源管理 人力资源管理
背景情况:
- 公务员经常遇到公民不文明,但其影响仍未得到充分研究.
- 了解员工对不文明行为的反应对于公共部门的有效性和福祉至关重要.
研究的目的:
- 调查公民不文明气候对公务员退出和帮助行为的影响.
- 检查工作紧张在不礼貌行为关系中的调解作用.
- 评估公共服务动机对这些动态的影响.
主要方法:
- 采用了多层次的多源设计.
- 数据来自加拿大公共图书馆的734名员工和77名监督员.
- 统计分析检查了通过工作紧张而产生的间接影响,并通过公共服务动机进行调节.
主要成果:
- 公民不文明的气氛显著增加了工作紧张.
- 工作紧张的增加导致了更高的员工退出和更低的帮助行为.
- 公共服务动机缓冲了对帮助行为的负面影响,但没有缓冲退出.
结论:
- 公民不礼貌会通过增加工作紧张而对公务员产生负面影响,导致有害的行为结果.
- 公共服务动机提供了部分保护,特别是在亲社会行为方面,强调了它在管理工作场所压力因素方面的重要性.
- 干预措施应解决不文明的气氛,并加强员工的动机,以减轻负面后果.
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