员工关系与客户关系的桥梁--工作绩效的中介机制研究.doc

员工关系与客户关系的桥梁--工作绩效的中介机制研究 //.paper.edu.cn - 1 - 员工关系与客户关系的桥梁——工作绩效 的中介机制研究 王林旭，杨学成** 作者简介：王林旭(1993-)，男，硕士研究生，主要研究方向为工商管理，社会化营销 通信联系人：杨学成（1977-），男，北京邮电大学经济管理学院教授，博士生导师,管理学博士,研究方向 为社会网络分析、电子商务、社会化营销、复杂网络 （北京邮电大学经济管理学院，北京，100876） 5 摘要：员工和客户是企业的关键资源，良好的员工关系对于企业客户关系的维系起着重要作 用。本研究聚焦于企业内员工关系与企业外客户关系的作用机制，探讨工作绩效的中介作用， 为避免同源误差，采用员工与客户配对的方法收集数据，共获得 352份有效员工数据以及相 对应的 1679份有效客户数据。基于 1679份配对数据进行数据分析，研究结论表明：员工关10 系对客户关系有直接正向影响；关系绩效在员工关系与客户关系之间存在完全中介作用，任 务绩效在二者之间存在部分中介作用，而创新绩效的中介作用不显著。研究从工作绩效角度 开创性的构建了客户-员工两大关系理论的模型，对企业维系客户关系提供理论指导。 关键词：企业管理；员工关系；任务绩效；关系绩效；创新绩效；客户关系 中图分类号：C936 15 Employee Relations and Customer Relationship : Research on the Mediating Mechanism of Job Performance WangLinxu, YANG Xuecheng (School of Economic and Management, Beijing University of Posts and Telecommuincation, 20 Beijing 100876) Abstract: Employees and customers is the key to enterprise, good employee relationship plays an important role for the enterprise to maintain customer relationship. This study focused on the mechanism between employee relationship and customer relationship, and to explore the intermediary role of the job performance. To avoid homologous error, this research carried on the research to 25 enterprise employees and customers, respectively, and took paired sample analysis. This paper obtained 352 effective employees’ questionnaires and 1679 effective customers’ questionnaires. Based on the 1679 paired data it concluded as follows: Employee relationship has a direct positive impact on customer relationships; Relationship performance has entirely mediation role between employee relationship and customer relationship; task performance has partial mediation role between employee 30 relationship and customer relationship; While innovation performance has no mediation role. Research groundbreaking built a customer - employee relations theoretical model, provided theoretical guidance for enterpr