The study examines the effect of psychosocial safety climate (PSC) and psychological capital (PsyCap) on customer engagement through discretionary service behaviors including adaptive and proactive service behaviors (ASB and PSB). A field study of 56 managers, 513 service employees, and 560 customers in 56 branches of insurance companies was carried out to test a theoretical model using hierarchical linear modeling (HLM7). The results demonstrated that PsyCap and PSC were both positively associated with ASB and PSB at the individual level. The results also showed that an interaction between PsyCap and PSC was related to ASB but not PSB. This suggested that PsyCap and PSC interact in a synergic manner to affect service employees' engagement in ASB, beyond their direct effects. At the branch level, ASB was not associated with customer engagement behavior, but PSB was. Furthermore, PSB mediated the relationship between PSC and customer engagement behavior, although ASB did not.

该研究通过包括适应性和主动服务行为（ASB 和 PSB）在内的自主服务行为来检验社会心理安全环境（PSC）和心理资本（PsyCap）对客户参与的影响。对 56 个保险公司分支机构的 56 名经理、513 名服务人员和 560 名客户进行了实地研究，以测试使用层次线性模型 (HLM7) 的理论模型。结果表明，PsyCap 和 PSC 在个体水平上都与 ASB 和 PSB 呈正相关。结果还表明，PsyCap 和 PSC 之间的相互作用与 ASB 相关，但与 PSB 无关。这表明 PsyCap 和 PSC 以协同方式相互作用，以影响服务员工在 ASB 中的参与，超出其直接影响。在分支层面，ASB 与客户参与行为无关，但 PSB 是。此外，PSB 调节了 PSC 和客户参与行为之间的关系，尽管 ASB 没有。