领导—下属交换矛盾心理与顾客导向跨界行为:顾客支持感的跨域缓冲作用

Leader-Member Exchange(LMX)Ambivalence and Customer-oriented Boundary-spanning Behaviors:The Cross-Domain Buffering Role of Perceived Customer Support

顾客导向跨界行为是组织领域热门话题,但领导—下属交换矛盾心理对其影响机制还未清晰,基于此,本研究探讨了一线服务员工LMX矛盾心理如何导致自我控制资源损耗,进而阻抑顾客导向跨界行为,并进一步讨论了顾客支持感在以上关系中所起的调节作用。采用日记研究法,建立跨层分析模型,对样本员工进行连续10个工作日抽样研究,结果表明LMX矛盾心理与顾客导向跨界行为显著负相关;自我控制资源损耗在LMX矛盾心理与顾客导向跨界行为间起部分中介作用,且顾客支持感负向调节LMX矛盾心理和自我控制资源损耗之间的正向关系。研究不仅解释了LMX矛盾心理影响顾客导向跨界行为的心理机制,也探索了顾客支持感对顾客导向跨界行为的影响路径和边界条件,而且为管理者进行情绪管理、有效调动一线服务员工的跨界行为提供了理论借鉴和管理启示。

Customer-oriented boundary-spanning behavior is a hot topic in the field of organization,but the influence mechanism of leader-subordinate exchange ambivalence on it is not clear.Based on this,this study explores how LMX ambivalence of front-line service workers can lead to the depletion of self-control resources(SCD)which in turn inhibits customer-oriented boundary-spanning behaviors(COBSBs),and further discusses the moderating role of perceived customer support(PCS)in the above relationships.Taking HLM as a tool and using the diary research method,the sample employees were sampled for 10 consecutive working days.The results showed that:LMX ambivalence is significantly negatively correlated with COBSBs.SCD played a partially mediating role in the relationship between LMX ambivalence and COBSBs,and PCS negatively moderated the positive relationship between LMX ambivalence and SCD.The research not only explains the psychological mechanism of LMX ambivalence affecting COBSBs,but also explores the influence path and boundary conditions of PCS on COBSBs,and provides theoretical reference and management inspiration for managers to conduct emotional management and effectively mobilize the boundary-spanning behaviors of front-line service employees.