角色冲突对顾客接触型员工工作场所越轨行为的影响研究

The Impact of Role Conflict on Customer-contact Employees' Workplace Deviant Behavior

顾客接触型员工具有跨组织边界、情绪劳动的特点,经常陷入角色冲突,引发情绪衰竭进而产生工作越轨行为,然而现有研究不足以阐释顾客接触型员工的工作越轨行为。研究以M服装零售企业350名顾客接触型员工为调查样本,重新划分顾客接触型员工工作越轨行为维度;并以工作要求—资源模型为基础,探查角色冲突(工作要求)通过情绪衰竭对不同越轨行为产生的影响,以团队社会资本(工作资源)为调节变量探讨其各个维度对角色冲突与不同越轨行为之间关系的调节作用。结果表明,顾客接触型员工工作越轨行为可以按照行为对象划分为"组织内部越轨行为"与"组织外部越轨行为",并且角色冲突对组织外部越轨行为的直接影响更大;团队社会资本对角色冲突与越轨行为之间的关系具有负向调节作用,其中网络密度、领导信任对组织内部越轨行为的调节效应更大,而同事信任对组织外部越轨行为的调节效应更大。研究结果将工作越轨行为关注视角延伸至组织外部,细化了角色冲突、情绪衰竭对不同工作越轨行为的影响,以及不同团队社会资本对不同工作越轨行为的调节作用,对顾客接触型员工越轨行为管理具有一定的理论与实践意义。

Customer-contact employees are featured with boundary-spanning and emotional behavior and easily fell into role conflict and emotional exhaustion,which lead to Workplace Deviant Behavior（WDB）.However,existing researches can not elaborate WDB of customer-contact employees.his research re-examines the dimensions of Workplace Deviant Behavior（WDB）of Customer-contact employees based on 350 samples from M Clothing Company.On the basis of JD-R model,we explore impacts of role conflict（job demand）on different digressions of WDB through emotional exhaustion,and also discuss moderating effects on the relationships between role conflict and WDB in terms of different dimensions of team social capital.Empirical results show that：WDB of customer-contact employees can be divided into 2 dimensions in terms of behavior object,which are＂internal WDB＂and＂external WDB＂.Role conflict has stronger direct effect on external WDB.Team social capital has negative moderating effect on the relationship between role conflict and WDB.＂Network density＂and＂trust in leader＂have stronger moderating effects on external WDB,while＂trust in colleague＂has more significant moderating effect on internal WDB.The results reexamine the WDB of customer-contact employees,and also provide some suggestions for reducing WDB.This study extends the the perspective of WDB,and elaborates impacts of role conflict and emotional exhaustion on different WDB.Furthermore,moderating effects of different social capitals are also discussed,which have theoretical and practical significance for WDB management.