摘要 通过对310名服务员工进行多阶段调研，运用SPSS 19.0和AMOS 17.0统计软件对数据结果进行分析，以揭示家庭-工作界面对服务员工主动服务顾客行为的影响及服务氛围在其间的调节作用，结果表明:家庭-工作增益对主动服务顾客行为有正向影响;家庭-工作平衡对主动服务顾客行为有正向影响;随着服务氛围的提高，家庭-工作冲突对主动服务顾客行为的负向影响将减弱;随着服务氛围的提高，家庭-工作平衡对主动服务顾客行为的正向影响将增强。 Abstract： A multi-phase survey of 310 service employees was made， and SPSS 19.0 and AMOS 17.0 analytic tools were applied to reveal the effect of family-work interface on proactive customer service behavior as well as the regulating effect of service climate. The results showed that family-work enrichment has positive effect on proactive customer service behavior， and family-work balance has positive effect on proactive customer service behavior. Moreover， service climate has negative moderating effect between family-work conflict and proactive customer service behavior， and the positive effect of family-work balance on proactive customer service behavior will be enhanced with the improvement of service climate.
