数字零工非体面工作感知与主动服务行为OA北大核心CHSSCDCSSCICSTPCD

With the advancement of science and technology and the impetus of social transformation,China's gig economy is booming.However,the digital gig occupation exhibits a specific non-decent feature,which may trigger gig workers'perceived non-decent work.Consequently,it may lead to a higher propensity for job turnover,counterproductive behaviors,and decreased task performance.However,the relationship between perceived non-decent work and proactive customer service performance in the gig economy is unclear.Therefore,this paper proposes a moderated chain mediation model based on cognitive appraisal theory,which links perceived non-decent work to digital gig workers'proactive customer service performance.It then examines the chain mediation role of challenge appraisal and job crafting and the moderating role of employee relations climate between perceived non-decent work and proactive customer service performance. Based on a multi-period follow-up survey of 460 digital gig workers,the findings are as follows.First,perceived non-decent work negatively affects proactive customer service performance.Second,challenge appraisal and job crafting play a significant chain mediation role in the negative effect of perceived non-decent work on proactive customer service performance.Specifically,perceived non-decent work lowers job crafting by reducing challenging assessments,thus decreasing proactive customer service performance.Third,the employee relations climate moderates the chain mediation by weakening the negative impact of perceived non-decent work on challenge appraisal.Therefore,platforms need to foster employee relations climates,encourage digital gig workers to cope with stress positively,and promote and support their learning and career development. This paper has the following theoretical and practical contributions.First,it places perceived non-decent work within the framework of cognitive appraisal theory,providing a new perspective for understanding digital gig workers'psychological and behavioral responses to perceived non-decent work.Second,it extends employee relations climates to the emerging service field of the gig economy,enriching relevant research.Third,it explores the intermediate mechanisms of the negative impact of perceived non-decent work on proactive customer service performance,and makes an in-depth analysis of the mediating role of challenge appraisal and job crafting.Fourth,it introduces perceived non-decent work as the antecedent of proactive customer service performance,and further investigates the influencing factors of proactive customer service performance.The findings provide references for platform managers on weakening the negative impact of perceived non-decent work and promoting digital gig workers to display proactive customer service performance.