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2025年4月30日，SJTU-SMU DBA 2019級徐國興同學(xué)在新加坡管理大學(xué)迎來了他論文的答辯時刻。SJTU導(dǎo)師陳景秋教授，SMU導(dǎo)師Kenneth TAI教授及NUS導(dǎo)師Anjier Chen教授，一起參加并見證了徐國興同學(xué)的畢業(yè)答辯。

論文題目

《The Effects of Financial Vulnerability on the Prosocial Behavior of Medical Staff at Pet Hospitals》

《財務(wù)脆弱性對寵物醫(yī)院醫(yī)務(wù)人員親社會行為的影響》

作者簡介

徐國興

Xu Guoxing

SJTU-SMU DBA 2019級

梅奧寵物醫(yī)學(xué)中心（首席醫(yī)療顧問）

徐國興先生是梅奧寵物（上海）有限公司（梅奧寵物醫(yī)院）的首席醫(yī)療技術(shù)顧問，日本ZIMO公司的創(chuàng)始人，原上海島戈寵物有限公司（島戈寵物醫(yī)院）的創(chuàng)始人。從事寵物醫(yī)院管理30余年。

論文摘要

自全球新冠疫情暴發(fā)以來，許多公司面臨業(yè)務(wù)中斷的挑戰(zhàn)，員工也面臨著更大的財務(wù)脆弱性。本研究探討了財務(wù)脆弱性對員工行為的影響。具體而言，在感知服務(wù)氛圍和感知客戶導(dǎo)向文化的調(diào)節(jié)下，員工通過表現(xiàn)出更強(qiáng)的親社會性和包容努力來應(yīng)對財務(wù)脆弱性，從而更多地參與額外角色的客戶服務(wù)和組織公民行為。

本研究基于寵物醫(yī)院。通過實(shí)地調(diào)查，收集了來自中國九個地區(qū)42家連鎖寵物診所的163名員工的數(shù)據(jù)。研究發(fā)現(xiàn)：(1)感知服務(wù)氛圍顯著削弱了財務(wù)脆弱性和親社會行為之間的正相關(guān)關(guān)系，即在服務(wù)氛圍較弱的環(huán)境中，員工面對財務(wù)脆弱時表現(xiàn)出更強(qiáng)的親社會性；(2)感知服務(wù)氛圍顯著削弱了財務(wù)脆弱性和包容努力之間的正相關(guān)關(guān)系。這一結(jié)果表明，在感知服務(wù)氛圍較低的環(huán)境中，面對財務(wù)脆弱的員工可能會積極建立人際關(guān)系，從而影響其包容努力。(3)感知服務(wù)氛圍顯著增強(qiáng)了包容努力與超角色客戶服務(wù)之間的正相關(guān)關(guān)系。當(dāng)員工感受到強(qiáng)烈的服務(wù)導(dǎo)向氛圍時，他們更可能超出正式職責(zé)，提供額外的客戶服務(wù)。(4)感知客戶導(dǎo)向文化顯著增強(qiáng)了親社會行為與組織公民行為之間的正向關(guān)系。在高度客戶導(dǎo)向的文化中，員工更有可能表現(xiàn)出親社會行為，并參與有利于組織的公民行為，如承擔(dān)任務(wù)和支持同事。此外，我還進(jìn)行了調(diào)節(jié)效應(yīng)和調(diào)節(jié)中介效應(yīng)的補(bǔ)充檢驗。

總體而言，本研究為理解財務(wù)脆弱性如何影響員工的親社會行為和包容努力提供了新的視角，進(jìn)而影響員工的超角色服務(wù)行為和組織公民行為，并強(qiáng)調(diào)了感知服務(wù)氛圍和感知客戶導(dǎo)向文化在調(diào)節(jié)這一過程中的重要作用。這些發(fā)現(xiàn)為寵物醫(yī)院及類似服務(wù)行業(yè)的員工管理實(shí)踐提供了寶貴的見解。在員工面臨財務(wù)脆弱性的情況下，在鼓勵員工更加努力提升客戶體驗并為公司做出貢獻(xiàn)時，組織應(yīng)更全面地考慮組織文化和氛圍的影響。

導(dǎo)師信息

Kenneth TAI

Dissertation Committee Chair

（kennethtai@smu.edu.sg）

Full-time Faculty

Associate Professor of Organisational Behaviour & Human Resources;Lee Kong Chian School of Business

Jingqiu CHEN

Co-Supervisor

(chenjingqiu@sjtu.edu.cn）

Full-time Faculty

Professor of Organization Management ACEM, SJTU

Anjier Chen

Committee Member(s)

（bizanji@nus.edu.sg）

Assistant Professor Management And Organisation，NUS

Abstract

Since the outbreak of the global COVID-19 pandemic, many companies have faced challenges of business disruption and employees have faced greater financial vulnerability. In this study, I explore the impact of financial vulnerability on employee behavior. Specifically, under the modiation of perceived service climate and perceived customer-oriented culture, employees respond to financial vulnerability by showing stronger prosociality and inclusion efforts, and thus engage in more extra-role customer service and organizational citizenship behaviors.

This study is based on pet hospitals. Through field surveys, data from 163 employees from 42 chain pet clinics in nine regions of China were collected. The study found that: (1) Perceived service climate significantly weakened the positive correlation between financial vulnerability and prosociality, that is, in an environment with a weak service climate, employees showed stronger prosociality when facing financial vulnerability; (2) Perceived service climate significantly weakened the positive correlation between financial vulnerability and inclusion efforts. This result suggests that in an environment with low perceived service climate, employees facing financial vulnerability may actively pursue building interpersonal relationships, which in turn affects their inclusion efforts. (3) Perceived service climate significantly strengthened the positive correlation between inclusion efforts and extra-role customer service. When employees perceive a strong service-oriented climate, they are more likely to go beyond their formal duties and provide additional customer service. (4) Perceived customer-oriented culture significantly strengthens the positive relationship between prosociality and organizational citizenship behavior. In a highly customer-oriented culture, employees are more likely to exhibit prosocial behavior and engage in citizenship behaviors that benefit the organization, such as taking on tasks and supporting colleagues. In addition, I also conducted supplementary tests of modiation effects and moderated mediation effects.

Overall, this study provides a new perspective for understanding how financial vulnerability affects employee prosociality and inclusion efforts, which in turn affects employee extra-role service behaviors and organizational citizenship behaviors, and emphasizes the important role of perceived service climate and perceived customer-oriented culture in modiating this process. These findings provide valuable insights into employee management practices in pet hospitals and similar service industries. When employees face financial vulnerability, organizations should look at the impact of organizational culture and climate more comprehensively when encouraging employees to make greater efforts to improve customer experience and contribute to the company.

SJTU – SMU DBA

項目簡介

SJTU – SMU DBA項目是上海交通大學(xué)安泰經(jīng)濟(jì)與管理學(xué)院與新加坡管理大學(xué)李光前商學(xué)院聯(lián)合舉辦的一個高等學(xué)位教育項目，結(jié)合了中西方頂尖學(xué)術(shù)力量，立足中國、放眼全球、旨在培養(yǎng)集應(yīng)用、管理、研究大成于一體的企業(yè)家和管理者。本項目充滿了創(chuàng)新與挑戰(zhàn)精神，在課程設(shè)置上側(cè)重研究理論與方法的傳授，在應(yīng)用研究上追求商業(yè)實(shí)踐與學(xué)術(shù)的結(jié)合。學(xué)員從不同的視角來探索全球商業(yè)社會，在系統(tǒng)學(xué)習(xí)和論文答辯后，獲得新加坡管理大學(xué)工商管理博士學(xué)位。