2025年4月30日，SJTU-SMU DBA 2019级徐国兴同学在新加坡管理大学迎来了他论文的答辩时刻。SJTU导师陈景秋教授，SMU导师Kenneth TAI教授及NUS导师Anjier Chen教授，一起参加并见证了徐国兴同学的毕业答辩。

论文题目

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

《财务脆弱性对宠物医院医务人员亲社会行为的影响》

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作者简介

徐国兴

Xu Guoxing

SJTU-SMU DBA 2019级

梅奥宠物医学中心（首席医疗顾问）

徐国兴先生是梅奥宠物（上海）有限公司（梅奥宠物医院）的首席医疗技术顾问，日本ZIMO公司的创始人，原上海岛戈宠物有限公司（岛戈宠物医院）的创始人。从事宠物医院管理30余年。

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论文摘要

自全球新冠疫情暴发以来，许多公司面临业务中断的挑战，员工也面临着更大的财务脆弱性。本研究探讨了财务脆弱性对员工行为的影响。具体而言，在感知服务氛围和感知客户导向文化的调节下，员工通过表现出更强的亲社会性和包容努力来应对财务脆弱性，从而更多地参与额外角色的客户服务和组织公民行为。

本研究基于宠物医院。通过实地调查，收集了来自中国九个地区42家连锁宠物诊所的163名员工的数据。研究发现：(1)感知服务氛围显著削弱了财务脆弱性和亲社会行为之间的正相关关系，即在服务氛围较弱的环境中，员工面对财务脆弱时表现出更强的亲社会性；(2)感知服务氛围显著削弱了财务脆弱性和包容努力之间的正相关关系。这一结果表明，在感知服务氛围较低的环境中，面对财务脆弱的员工可能会积极建立人际关系，从而影响其包容努力。(3)感知服务氛围显著增强了包容努力与超角色客户服务之间的正相关关系。当员工感受到强烈的服务导向氛围时，他们更可能超出正式职责，提供额外的客户服务。(4)感知客户导向文化显著增强了亲社会行为与组织公民行为之间的正向关系。在高度客户导向的文化中，员工更有可能表现出亲社会行为，并参与有利于组织的公民行为，如承担任务和支持同事。此外，我还进行了调节效应和调节中介效应的补充检验。

总体而言，本研究为理解财务脆弱性如何影响员工的亲社会行为和包容努力提供了新的视角，进而影响员工的超角色服务行为和组织公民行为，并强调了感知服务氛围和感知客户导向文化在调节这一过程中的重要作用。这些发现为宠物医院及类似服务行业的员工管理实践提供了宝贵的见解。在员工面临财务脆弱性的情况下，在鼓励员工更加努力提升客户体验并为公司做出贡献时，组织应更全面地考虑组织文化和氛围的影响。

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导师信息

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

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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

项目简介

SJTU – SMU DBA项目是上海交通大学安泰经济与管理学院与新加坡管理大学李光前商学院联合举办的一个高等学位教育项目，结合了中西方顶尖学术力量，立足中国、放眼全球、旨在培养集应用、管理、研究大成于一体的企业家和管理者。本项目充满了创新与挑战精神，在课程设置上侧重研究理论与方法的传授，在应用研究上追求商业实践与学术的结合。学员从不同的视角来探索全球商业社会，在系统学习和论文答辩后，获得新加坡管理大学工商管理博士学位。

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