摘要
基于社会交换理论与自我损耗理论,采用经验取样法,连续10个工作日动态追踪24个团队92名一线服务员工,探究了不同层次上领导-成员交换矛盾心理(LMXA)对顾客导向组织公民行为(COOCB)的作用机制。结果表明:相对领导-成员交换矛盾心理(RLMXA)与COOCB显著负相关,自我控制资源损耗在RLMXA与COOCB之间具有部分中介作用;同事支持与绝对领导-成员交换矛盾心理(DLMXA)的调节作用相反,即在个体层面,同事支持会削弱RLMXA对自我控制资源损耗;在团队层面,DLMXA会加剧RLMXA对自我控制资源损耗的作用。
Based on the social exchange theory and ego depletion theory,this study uses the empirical sampling method to dynamically track 92 front-line service employees in 24 teams for ten consecutive working days and explore the mechanism of LMXA on COOCB at different levels.The results show that RLMXA and COOCB are significantly negatively correlated,and self-control resource depletion partially mediates between RLMXA and COOCB.Colleague support has the opposite moderating effect with DLMXA;that is,at the individual level,colleague support weakens RLMXA's self-control resource depletion,and at the team level,DLMXA aggravates the role of RLMXA in self-control resource depletion.
作者
徐磊
李记
郭婧
XU Lei;LI Ji;GUO Jing(School of Economics and Management,Bejing University of Technology,Beijing 100124)
出处
《软科学》
CSSCI
北大核心
2023年第9期124-130,共7页
Soft Science
基金
北京市自然科学基金项目(9174026)。
关键词
领导-成员交换矛盾心理
自我控制资源损耗
同事支持
顾客导向组织公民行为
leader-member exchange ambivalence
self-control resource depletion
peer support
customer-oriented organizational citizenship behavior
作者简介
徐磊(1981-),女,安徽合肥人,博士、副教授,研究方向为服务营销与新产品开发;李记(1996-),女,河南商丘人,硕士研究生,研究方向为市场营销;郭婧(1981-),女,河南浚县人,博士、讲师,研究方向为营销战略与企业并购。
