Helping Behavior Measurement 帮助行为量表

简介

员工帮助行为是指员工自愿协助他人以帮助他人实现目标或防止损失的行为。乐于帮助同事的员工通常会获得较好声誉，从而正向影响其绩效和职业生涯发展。与此同时，帮助消费者的员工则可通过对消费者满意度和消费者忠诚度的提升效应而改善服务产出绩效。

量表

How frequently have you engaged in the following behaviors during today's work?

1.Helps other employees when it si clear their workolad is too high.
2.Lends a helping hand to coworkers when needed.
3.Wilingly assists other employees in meeting their job requirements.
4.Voluntarily assists customers even if it means going beyond your job requirements.
5.Goes out of your way to make a customer satisfied.
6.Goes above and beyond the call of duty when serving customers.

计分方法

员工帮助行为分为两个维度，指向同事的帮助行为由1-3题项测度，指向顾客的帮助行为由4-6题项测度。

量表出处

Yue, Y., Wang, K. L., & Groth, M. (2017). Feeling bad and doing good: The effect of customer mistreatment on service employee’s daily display of helping behaviors. Personnel Psychology, 70(4), 769–808. https://doi.org/10.1111/peps.12208

友情提醒

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