نقش میانجی رفتارهای فراوظیفه‌ای مثبت کارکنان در رابطه بین جو سازمانی حمایتی و رفتار مشارکت جویانه مثبت مشتری

پژوهش نامه مدیریت تحول

مقاله 2، دوره 12، بهار و تابستان 1399 - شماره پیاپی 23، شهریور 1399، صفحه 23-48   

نوع مقاله: مقالات

شناسه دیجیتال (DOI): 10.22067/pmt.v12i1.83800

نویسندگان

سحر صیامی^{* 1}؛ مارتین گریمر²؛ آنجلا مارتین³

¹آزاد اسلامی علی آباد کتول

²دانشکده مدیریت و اقتصاد، دانشگاه تاسمانیا، استرالیا

³استاد، دانشکده مدیریت و اقتصاد، دانشگاه تاسمانیا، استرالیا

چکیده

این پژوهش با هدف بررسی رابطه بین جو سازمانی حمایتی و رفتارهای مشارکت جویانه مثبت مشتری با توجه به نقش میانجی رفتارهای فراوظیفه­ای مثبت مرتبط به کار شامل رفتارهای انطباقی و پیش نگر کارمند و اثر تعدیلی سرمایۀ روان‌شناختی مثبت کارکنان انجام شد. پژوهش به لحاظ هدف کاربردی و به لحاظ انجام آن توصیفی-پیمایشی بوده است. نمونه‌ها شامل 513  کارمند و560 مشتری از 60 شرکت بیمه بود که به روش نمونه‌گیری تصادفی طبقه‌ای و در دسترس انتخاب شدند. برای گردآوری داده‌ها از پرسشنامه‌های سرمایه روان‌شناختی مثبت، جو سازمانی حمایتی، که توسط کارکنان پاسخ داده شدند و پرسشنامه‌های رفتار انطباقی، رفتارهای پیش نگر و رفتارهای مشارکت جویانه مثبت مشتری، که توسط مشتریان پاسخ داده شدند، استفاده گردید. جهت تجزیه و تحلیل داده‌ها از روش معادلات ساختاری و نرم‌افزارهای SPSS 24  و Amos 23و همچنین روش رگرسیون با استفاده از برنامه Process Macro استفاده شد. یافته‌های تحقیق نشان داد که رفتارهای فراوظیفه­ای مثبت مرتبط به کار، نقش میانجی در رابطه بین جو سازمانی حمایتی و رفتارهای فراوظیفه‌ای مثبت مشتری ایفا می‌کنند. به علاوه، نتایج تأیید کرد که سرمایه روان‌شناختی مثبت در تعامل با جو سازمانی حمایتی بر رفتارهای پیش نگر و انطباقی کارکنان تأثیر مثبت داشته و این اثر تعاملی بر رفتارهای پیش نگر بیشتر از رفتارهای انطباقی است.

کلیدواژه‌ها

جو سازمانی حمایتی؛ سرمایه روانشناختی؛ رفتار مشارکت جویانه؛ رفتارهای فراوظیفه ای

مراجع

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