The Impact Of Customer Participation On Employee Work

Work engagement theroy has a relatively mature system in organizational behavior and psychology theory, but the existing research only focus on individual factors, organizational factors and family factors. According to the reality, it is not absolutely that customer participation affects customer-contact employees’work attitude and behavior. But different dimensionalities of customer participation has different impacts. We will not ignore the effect of workers’self-efficacy in this process.Starting from external, this research creatively analyzed the empact of every dimensionality of customer participation with the work engagement of customer-contact employees. The thesis sets customer participation as an independent variable, work engagement as a dependent variable and self-efficacy as a moderator. The customer participation violation is divided into three dimensions including preparation, information sharing and cooperation. Workers’ self-efficacy is measured from the perception of self-efficacy, interpersonal self-efficacy and innovative self-efficacy while work engagement is measured only from one dimention. According to above, this research talks about the relationships with customer participation, self-efficacy and work engagement. After conducting an empirical research in service industry(take real estate sales industry as an example), the paper arrives at these conclusions:(1) Preparation information sharing dimensions of customer participation have significant positive impact on employees’ work engagement and cooperation dimension of customer participation has a significant negative effect on workers’job involvement; (2) the employee’s self-efficacy can adjust the relationship between customer participation and work engagement among customer-contact employees:With the improvement of employees’self-efficacy, the positive effects of preparation and information sharing with job involvement weakened. On the contrary, as for cooperation such moderator can hardly regulate their relation.Implications of these findings is that human resource management, service-oriented enterprises in their efforts to improve the degree of investment in staff through internal measures, we must also focus on areas from the impact of the customer; recruitment and training of staff should pay attention to when their sense of self-efficacy and training and work process take active measures to improve employees’ sense of self-efficacy, thereby increasing the degree of investment in staff. The main innovation of the article is from outside the organization-staff consider factors into perspective customer participation, and improve the impact of employee investment theory. While the impact of customer participation specific to each dimension, avoiding the previous studies of customer participation as a whole will produce a different result in the case study.