| It has been proved that employee’s negative behaviors are harmful to the development of enterprises by enterprise practice and academic research.Therefore, to explore the negative connotation of workers and their internal drive mechanisms and other issues has become a trend in academic research. In the past scene of the organization, the researches about the behavior of employees more focused on workers’ postive behaviors, such as organizational citizenship behavior, employee voice, etc., which have also made extensive research. However, with changes in outside and inside environment of organization, the connotation and the drivers of employees’behaviors is more complex, especially prominent in represented passive behavior of employee slience behavior. Whether previous research conclusion are still applicable, whether there are differences in the framework of the study in a specific scenario such as service contact, too many similar problems are waiting for scholars to answer. Currently, research on employees’silence behavioral mechanisms have gradually paid off in country and abroad. Howeve, the past researches focused on the perspective of the organization scene which lacked of deep digging in a specific scenario such as service contact, and therefore the conclusions are not so appropriate.This paper centers on employee’s slience behavior, studies the service contact of service-type firm, rooted in the representative financial services industry, and explains the reasons why staff keeps silence in service contact. Based on the review of the literature and empirical analysis, this essay explores the concept and structure dimensions of staf’s silent service behaviors and proposes the staff silent behavior-driven mechanism according the organization scene and service scene. To make this research more accurate, more thorough, more comprehensive,more innovative,full-text works around staff silent service behavior.First, the paper reviews researches on related fields,after learned the achievement of staff silence and service contact, the frontline staff services silence is defined as:In the service contact (or service interactions) scenario, when the frontline staff of the service enterprise have the ability to improve service or provide information to improve the status of the organization,the staff still negatively retains or hides the true authentic assessment of behaviors, cognizion or feeling in serving customers. Meanwhile, this paper designs a applicable questionnaire about the frontline staff services silence behavior in silent scenario through interviews with 36 subjects and open questionnaire of 242 employees from the perspective of service contact scenario. This paper examines two structural dimensions of frontline staff silence service behavior, the internal silence driced by organization scenario and the external silence drived by service scenario through 412 questionnaires exploratory factor analysis and confirmatory analysis. The former is consistent with traditional dimension of employees’ silence, expresses as acquiescent silence, the defensive silence and the indifferent silence.The latter reflects the specific connotation of service contact scenarios, expresses as the weak participation of silence, the weak mandate of silence, the weak situational silence.After completion of the study in silence bahavior in front-line staff service and how to measure, the research applies the conclusion in behavior-driven mechanism for service in silence. On the one hand, this study draws on the essence of the theory of social exchange theory, service environment theory, emotional event theory, and cardings a key driving factors affecting frontline staff silent. Subsequently, this paper deeply researches the behavior of the silence service by using qualitative analysis method on the basis of 22 interview sample data of Jiangxi Banks. After analyzing the process of open coding, axial coding and selective coding style, I refine the core impact and the function path of front-line staff silence services. Finally, I propose two influence path of frontline staff service silence behavior-scenario-driven path and organization scenario-driven path based on the theoretical analysis and qualitative research. This study complies with the logical path of " situational cues-Emotional/ cognitive-behavioral response", constructs a drive model of service silence bahavior with three customer behavioral variables (customer participation behavior, customer positive Feedback behavior, customer complaint behavior) and two leading behavioral variables (leader-member exchange, empowering leadership style) as antecedents,and two core concepts-emotional experience and psychological sense of security as mediating variables,and make an empirical test to the model.The study confirms the conceptual model and supports the expected research hypothesis by using research datas from 499 frontline service personnel of Jiangxi Banks. First,focus on service scenario clues drive mechanism,the study finds that: the active participation behavior, positive feedback behavior (behavioral evaluation of quality of service and relationship building behaviors) of the customer has significantly negative effect on the front-line staff silence service behavior,in which employees’ positive emotional experience plays an fully intermediary role. Customers’ negative complaining behaviors have a significantly positive impact on the front-line staff silence service behavior, in which employees’ negative emotions experience plays a part intermediary role; Second,focus on organization scenario clues driven mechanism,the research shows that: leader-member exchange relationships and empowering leadership style for front-line staff service silence behavior has significantly negative impact, in which the staff’s psychological sense of security totally played an intermediary role and a part of the intermediary role. The results show that the influence factors of front-line staff service silent behavior are not only from the organizational level,but also more from the impact of service contact,especially the impact of contact with the main customer is particularly significant. Meanwhile, the empirical results also validate the theory of "stimulus-organism-response" proposed by Mehrabian and Russell (1974) works sufficiently in service contact scenario,and verify the critical functions of emotional experiences (emotional response) and psychological safety (cognitive psychology) in the service silence behavior.The main contribution of the article:(1)Groundbreakingly study the meaning and structural dimensions of front-line staff service silence behavior, relying on services contact theory, service interaction theory of service management and employees’ silence service theory of organizational behavior,and develope the corresponding measurement scale based on the Chinese touching service scenarios interview sample; (2) Lead the three types of customer behavior in service scenario to the antecedents research of service silence behavior,construct and verify the driven model of service silence behavior based on organization scenario factors and service clues factors of emotional reactions and psychological cognizance; (3) Empirical study tests the related assumptions about the impact of participation behavior, positive feedback behavior, complaining behavior the exchange relationship of leader members and empowering leadership style to service silence behavior driven mechanism, and gets useful conclusions.
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