领导-成员交换矛盾心理差异与顾客导向组织公民行为关系研究  

The Relationship Between Leader-Member Exchange Ambivalence and Customer-Oriented Organizational Citizenship Behavior

作　　者：徐磊[1] 李记 郭婧 XU Lei;LI Ji;GUO Jing(School of Economics and Management,Bejing University of Technology,Beijing 100124)

机构地区：[1]北京工业大学经济与管理学院,北京100124

出　　处：《软科学》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)。

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.

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 

分 类 号：F272.92[经济管理—企业管理]