4313 
3684现有的关于顾客行为的研究大多着眼于探讨顾客消极行为的消极后果，很少关注顾客积极行为的影响。本文基于情绪社会信息模型，研究顾客在与员工互动过程中对员工的服务行为和贡献表示感谢这一积极的顾客行为对员工工作表现的影响。研究发现：顾客感激表达确实有助于提升员工的工作表现。这是因为顾客感激表达能够促使员工主动转变对工作的看法，进而影响员工的工作表现，包括针对顾客的服务质量和更一般意义上的工作绩效等。本研究在一定程度上弥补了关于顾客与员工积极互动行为研究的空缺，拓展了顾客行为的研究范围，同时帮助学界更加全面地认识顾客与员工的互动关系，进而探索顾客与员工互动过程中的其他积极行为。
顾客感激表达对员工工作表现的影响及机制
摘要
参考文献
4 徐虹, 梁佳, 李惠璠, 等. 顾客不当对待对旅游业一线员工公平感的差异化影响: 权力的调节作用[J]. 南开管理评论,2018, 21(5): 93-104. DOI:10.3969/j.issn.1008-3448.2018.05.011
8 Andreassen T W, Lindestad B. Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise[J]. International Journal of Service Industry Management,1998, 9(1): 7-23. DOI:10.1108/09564239810199923
9 Bergsieker H B, Shelton J N, Richeson J A. To be liked versus respected: Divergent goals in interracial interactions[J]. Journal of Personality and Social Psychology,2010, 99(2): 248-264. DOI:10.1037/a0018474
10 Bock D E, Folse J A G, Black W C. When frontline employee behavior backfires: Distinguishing between customer gratitude and indebtedness and their impact on relational behaviors[J]. Journal of Service Research,2016, 19(3): 322-336. DOI:10.1177/1094670516633754
11 Brockner J, Higgins E T. Regulatory focus theory: Implications for the study of emotions at work[J]. Organizational Behavior and Human Decision Processes,2001, 86(1): 35-66. DOI:10.1006/obhd.2001.2972
12 Buonocore F, De Gennaro D, Russo M, et al. Cognitive job crafting: A possible response to increasing job insecurity and declining professional prestige[J]. Human Resource Management Journal,2020, 30(2): 244-259. DOI:10.1111/1748-8583.12270
13 Carver C S, Scheier M F. On the self-regulation of behavior[M]. New York: Cambridge University Press, 1998.
14 Carver C S, White T L. Behavioral inhibition, behavioral activation, and affective responses to impending reward and punishment: The BIS/BAS scales[J]. Journal of Personality and Social Psychology,1994, 67(2): 319-333. DOI:10.1037/0022-3514.67.2.319
15 Deci E L, Ryan R M. The “what” and “why” of goal pursuits: Human needs and the self-determination of behavior[J]. Psychological Inquiry,2000, 11(4): 227-268. DOI:10.1207/S15327965PLI1104_01
16 Demerouti E. Design your own job through job crafting[J]. European Psychologist,2014, 19(4): 237-247. DOI:10.1027/1016-9040/a000188
17 Dick A S, Basu K. Customer loyalty: Toward an integrated conceptual framework[J]. Journal of the Academy of Marketing Science,1994, 22(2): 99-113. DOI:10.1177/0092070394222001
18 Diefendorff J M, Croyle M H, Gosserand R H. The dimensionality and antecedents of emotional labor strategies[J]. Journal of Vocational Behavior,2005, 66(2): 339-357. DOI:10.1016/j.jvb.2004.02.001
19 Diefendorff J M, Gosserand R H. Understanding the emotional labor process: A control theory perspective[J]. Journal of Organizational Behavior,2003, 24(8): 945-959. DOI:10.1002/job.230
20 Dong Y T, Liao H, Chuang A, et al. Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership[J]. The Journal of Applied Psychology,2015, 100(5): 1364-1380. DOI:10.1037/a0038969
21 Emmons R A, Shelton C M. Gratitude and the science of positive psychology[A]. Snyder C R, Lopez S J. Handbook of positive psychology[M]. Oxford: Oxford University Press, 2002.
22 Fazal-e-Hasan S M, Lings I N, Mortimer G, et al. How gratitude influences customer word-of-mouth intentions and involvement: The mediating role of affective commitment[J]. Journal of Marketing Theory and Practice,2017, 25(2): 200-211. DOI:10.1080/10696679.2016.1270769
23 Fredrickson B L. The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions[J]. American Psychologist,2001, 56(3): 218-226. DOI:10.1037/0003-066X.56.3.218
24 Friedman R S, Förster J. The effects of promotion and prevention cues on creativity[J]. Journal of Personality and Social Psychology,2001, 81(6): 1001-1013. DOI:10.1037/0022-3514.81.6.1001
26 Grant A M, Gino F. A little thanks goes a long way: Explaining why gratitude expressions motivate prosocial behavior[J]. Journal of Personality and Social Psychology,2010, 98(6): 946-955. DOI:10.1037/a0017935
27 Gross J J. The emerging field of emotion regulation: An integrative review[J]. Review of General Psychology,1998, 2(3): 271-299. DOI:10.1037/1089-2680.2.3.271
28 Hasan S F E, Mortimer G, Lings I N, et al. Examining the antecedents and consequences of gratitude[J]. Journal of Services Marketing,2017, 31(1): 34-47. DOI:10.1108/JSM-01-2016-0048
29 Higgins E T. Beyond pleasure and pain[J]. The American Psychologist,1997, 52(12): 1280-1300. DOI:10.1037/0003-066X.52.12.1280
30 Higgins E T. Promotion and prevention: Regulatory focus as a motivational principle[J]. Advances in Experimental Social Psychology,1998, 30: 1-46.
31 Higgins E T, Spiegel S. Promotion and prevention strategies for self-regulation: A motivated cognition perspective[A]. Baumeister R F, Vohs K D. Handbook of self-regulation: Research, theory, and applications[M]. New York: Guilford Press, 2004.
32 Hill E T, Matta F K, Mitchell M S. Seeing the glass as half full or empty: The role of affect-induced optimistic and pessimistic states on justice perceptions and outcomes[J]. Academy of Management Journal,2020. DOI:10.5465/amj.2018.1282
33 Hobfoll S E. The ecology of stress[M]. New York: Hemisphere, 1988.
34 Hobfoll S E. Conservation of resources: A new attempt at conceptualizing stress[J]. The American Psychologist,1989, 44(3): 513-524. DOI:10.1037/0003-066X.44.3.513
35 Hsee C K, Hatfield E, Chemtob C. Assessments of the emotional states of others: Conscious judgments versus emotional contagion[J]. Journal of Social and Clinical Psychology,1992, 11(2): 119-128. DOI:10.1521/jscp.1992.11.2.119
36 Judge T A, Erez A, Bono J E. The power of being positive: The relation between positive self-concept and job performance[J]. Human Performance,1998, 11(2-3): 167-187. DOI:10.1080/08959285.1998.9668030
37 Keller J, Bless H. Regulatory fit and cognitive performance: The interactive effect of chronic and situationally induced self-regulatory mechanisms on test performance[J]. European Journal of Social Psychology,2006, 36(3): 393-405. DOI:10.1002/ejsp.307
38 Kim H, Im J, Qu H, et al. Antecedent and consequences of job crafting: An organizational level approach[J]. International Journal of Contemporary Hospitality Management,2018, 30(3): 1863-1881. DOI:10.1108/IJCHM-01-2017-0040
39 Lambert N M, Clark M S, Durtschi J, et al. Benefits of expressing gratitude: Expressing gratitude to a partner changes one’s view of the relationship[J]. Psychological Science,2010, 21(4): 574-580. DOI:10.1177/0956797610364003
40 Lanaj K, Chang C H D, Johnson R E. Regulatory focus and work-related outcomes: A review and meta-analysis[J]. Psychological Bulletin,2012, 138(5): 998-1034. DOI:10.1037/a0027723
41 Liao H. Do it right this time: The role of employee service recovery performance in customer-perceived justice and customer loyalty after service failures[J]. The Journal of Applied Psychology,2007, 92(2): 475-489. DOI:10.1037/0021-9010.92.2.475
42 Lockwood P, Jordan C H, Kunda Z. Motivation by positive or negative role models: Regulatory focus determines who will best inspire us[J]. Journal of Personality and Social Psychology,2002, 83(4): 854-864. DOI:10.1037/0022-3514.83.4.854
43 Loi R, Xu A J, Chow C W, et al. Linking customer participation to service employees’ work-to-family enrichment: The role of job crafting and OBSE[J]. Journal of Occupational and Organizational Psychology,2020, 93(2): 381-404. DOI:10.1111/joop.12291
44 Muthén L K, Muthén B O. Mplus: Statistical analysis with latent variables[M]. 7th ed. Los Angeles: Muthén & Muthén, 2012: 251-338.
45 Niessen C, Weseler D, Kostova P. When and why do individuals craft their jobs? The role of individual motivation and work characteristics for job crafting[J]. Human Relations,2016, 69(6): 1287-1313. DOI:10.1177/0018726715610642
46 Palmatier R W, Jarvis C B, Bechkoff J R, et al. The role of customer gratitude in relationship marketing[J]. Journal of Marketing,2009, 73(5): 1-18. DOI:10.1509/jmkg.73.5.1
47 Parker S K. “That is my job”: How employees’ role orientation affects their job performance[J]. Human Relations,2007, 60(3): 403-434. DOI:10.1177/0018726707076684
48 Podsakoff P M, MacKenzie S B, Moorman R H, et al. Transformational leader behaviors and their effects on followers’ trust in leader, satisfaction, and organizational citizenship behaviors[J]. The Leadership Quarterly,1990, 1(2): 107-142. DOI:10.1016/1048-9843(90)90009-7
49 Reynolds W M. Development of reliable and valid short forms of the marlowe-crowne social desirability scale[J]. Journal of Clinical Psychology,1982, 38(1): 119-125. DOI:10.1002/1097-4679(198201)38:1<119::AID-JCLP2270380118>3.0.CO;2-I
50 Ritzenhöfer L, Brosi P, Spörrle M, et al. Leader pride and gratitude differentially impact follower trust[J]. Journal of Managerial Psychology,2017, 32(6): 445-459. DOI:10.1108/JMP-08-2016-0235
51 Ritzenhöfer L, Brosi P, Spörrle M, et al. Satisfied with the job, but not with the boss: Leaders’ expressions of gratitude and pride differentially signal leader selfishness, resulting in differing levels of followers’ satisfaction[J]. Journal of Business Ethics,2019, 158(4): 1185-1202. DOI:10.1007/s10551-017-3746-5
52 Rudolph C W, Katz I M, Lavigne K N, et al. Job Crafting: A meta-analysis of relationships with individual differences, job characteristics, and work outcomes[J]. Journal of Vocational Behavior,2017, 102: 112-138. DOI:10.1016/j.jvb.2017.05.008
53 Salanova M, Agut S, Peiró J M. Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate[J]. The Journal of Applied Psychology,2005, 90(6): 1217-1227. DOI:10.1037/0021-9010.90.6.1217
54 Schwabe M, Dose D B, Walsh G. Every saint has a past, and every sinner has a future: Influences of regulatory focus on consumers’ moral self-regulation[J]. Journal of Consumer Psychology,2018, 28(2): 234-252. DOI:10.1002/jcpy.1025
56 Slemp G R, Vella-Brodrick D A. Optimising employee mental health: The relationship between intrinsic need satisfaction, job crafting, and employee well-being[J]. Journal of Happiness Studies,2014, 15(4): 957-977. DOI:10.1007/s10902-013-9458-3
57 Soane E, Shantz A, Alfes K, et al. The association of meaningfulness, well-being, and engagement with absenteeism: A moderated mediation model[J]. Human Resource Management,2013, 52(3): 441-456. DOI:10.1002/hrm.21534
58 Steger M F, Dik B J, Duffy R D. Measuring meaningful work: The work and meaning inventory (WAMI)[J]. Journal of Career Assessment,2012, 20(3): 322-337. DOI:10.1177/1069072711436160
59 Tang P M, Yam K C, Koopman J. Feeling proud but guilty? Unpacking the paradoxical nature of unethical pro-organizational behavior[J]. Organizational Behavior and Human Decision Processes,2020, 160: 68-86. DOI:10.1016/j.obhdp.2020.03.004
60 Tsui A S, Pearce J L, Porter L W, et al. Alternative approaches to the employee-organization relationship: Does investment in employees pay off?[J]. Academy of Management Journal,1997, 40(5): 1089-1121. DOI:10.5465/256928
61 Tumasjan A, Braun R. In the eye of the beholder: How regulatory focus and self-efficacy interact in influencing opportunity recognition[J]. Journal of Business Venturing,2012, 27(6): 622-636. DOI:10.1016/j.jbusvent.2011.08.001
62 Van-Dijk D, Kluger A N. Feedback sign effect on motivation: Is it moderated by regulatory focus?[J]. Applied Psychology: An International Review,2004, 53(1): 113-135. DOI:10.1111/j.1464-0597.2004.00163.x
63 Van Doorn J, Lemon K N, Mittal V, et al. Customer engagement behavior: Theoretical foundations and research directions[J]. Journal of Service Research,2010, 13(3): 253-266. DOI:10.1177/1094670510375599
64 Van Kleef G A. How emotions regulate social life: The emotions as social information (EASI) model[J]. Current Directions in Psychological Science,2009, 18(3): 184-188. DOI:10.1111/j.1467-8721.2009.01633.x
65 Walker D D, Van Jaarsveld D D, Skarlicki D P. Exploring the effects of individual customer incivility encounters on employee incivility: The moderating roles of entity (in) civility and negative affectivity[J]. The Journal of Applied Psychology,2014, 99(1): 151-161. DOI:10.1037/a0034350
66 Weseler D, Niessen C. How job crafting relates to task performance[J]. Journal of Managerial Psychology,2016, 31(3): 672-685. DOI:10.1108/JMP-09-2014-0269
67 Wrzesniewski A, Dutton J E. Crafting a job: Revisioning employees as active crafters of their work[J]. Academy of Management Review,2001, 26(2): 179-201. DOI:10.5465/amr.2001.4378011
69 Zhang F F, Parker S K. Reorienting job crafting research: A hierarchical structure of job crafting concepts and integrative review[J]. Journal of Organizational Behavior,2019, 40(2): 126-146. DOI:10.1002/job.2332
70 Zhang S, Cornwell J F M, Higgins E T. Repeating the past: Prevention focus motivates repetition, even for unethical decisions[J]. Psychological Science,2014, 25(1): 179-187. DOI:10.1177/0956797613502363
引用本文
王琦琦, 李增鑫, 刘军. 顾客感激表达对员工工作表现的影响及机制[J]. 外国经济与管理, 2021, 43(8): 121-137.
导出参考文献，格式为：
