顾客不公平与员工反生产行为:情绪耗竭的中介效应与认同的调节效应

Customer Injustice and Employees' Counterproductive Work Behavior:The Mediating Role of Emotional Exhaustion and Moderating Role of Identification

员工的反生产行为作为一种负面行为,逐渐受到学术界的关注。本文以资源保存理论为基础,从情绪耗竭的角度探讨了服务组织中外部因素(顾客不公平)如何导致员工反生产行为,并分别考察了组织认同和职业认同对顾客不公平与反生产行为之间关系的调节效应。采用103名服务员工和26名直接主管的配对问卷数据对研究假设进行验证。实证结果表明:(1)顾客不公平与员工指向组织的及指向个体的反生产行为之间均存在正相关关系;(2)情绪耗竭在顾客不公平与指向组织的反生产行为之间起到完全中介作用;(3)组织认同对顾客不公平与情绪耗竭之间的关系起到负向调节作用。

As a kind of negative behavior, employees’ counterproductive work behavior（CWB） has been paid more attention by academic community gradually. This paper discusses how customer injustice, which is an external factor of service organizations, results in employees’ CWB from the perspective of emotional exhaustion based on the conservation of resources theory. In addition, the paper explores the moderating effects of organizational identification and occupational identification on the relationship between customer injustice and employees’ CWB. This study examines the hypotheses using the matching questionnaire data of 103 service employees and 26 supervisors. The empirical results show that （ 1 ） customer injustice is positively related to both employees ’ CWB-O and CWB-I and （ 2 ） emotional exhaustion plays a full mediating role in the relationship between customer injustice and CWB-O and （ 3 ） the relationship between customer injustice and emotional exhaustion is negatively moderated by organizational identification.