服务业员工个人-组织匹配对组织公民行为的影响:有调节的中介模型

The Influences of Person-Organization Fit on Organizational Citizenship Behavior in the Tertiary Industry——A Moderated-Mediation Model

根据社会交换理论和人与情境互动理论,研究探讨了个人-组织匹配对员工组织公民行为的影响机制。通过对12家餐饮连锁店225位员工进行的问卷调查,结果表明:个人-组织匹配正向预测组织公民行为,员工工作敬业度在两者关系中起中介作用;此外,分别作为情境因素和个体因素的主管支持、员工主动性人格对个人-组织匹配与组织公民行为之间的关系具有调节作用。主管支持的程度越高,个人-组织匹配与组织公民行为的正向关系更强;而对于高主动性人格的员工,个人-组织匹配与组织公民行为之间的正向关系反而更弱。

Tertiary industry has developed rapidly and becomes a significant pillar of economic growth.Simultaneously,service quality is gradually becoming an important factor which restricts its development.The employees who are the main carriers of service values need to interact with customers frequently.Against this background,how to enhance employees’organizational citizenship behavior(OCB)to meet customer requirements and improve the service quality have drawn increasing attention from researchers and practice communities.However,the previous studies are mainly from a single perspective.More efforts are needed to investigate the relationship between person-organization fit and OCB from the interactive perspective,for which no consistent conclusion has been drawn for now.According to the social exchange theory,employees can increase work engagement when they obtain great resources through person-organization fit.Furthermore,person-organization fit includes individual factor and situational factor,which can affect individual behavior based on person-situation interactionist theory.Individual factor and situational factor may also effect the relationship between person-organization fit and OCB,to strengthen or weaken the relationship.Therefore,this study discusses the effect of person-organization fit on OCB.Specially,this paper introduces employee engagement as a mediator,proactive personality and supervisor support as the moderators which represent individual factor and situational factor respectively.Moreover,we propose a moderated mediation model to disentangle the underlying mechanisms and boundary conditions of the relationship between person-organization fit and OCB.We adopted questionnaire research method to test our proposed hypotheses.Initially,we issued 270 questionnaires,and finally used a sample of 225 employees from 12 restaurants.Consistent with our hypotheses,the results indicated that:(1)Person-organization fit positively predicted organizational citizenship behavior,with the effect mediated by employee engagement;(2)Supervisor support moderated the mediation effect between person-organization fit and organizational citizenship behavior,indicating that the indirect effect became stronger among those who received higher leader support;(3)Proactive personality moderated the mediation effect between person-organization fit and organizational citizenship behavior,indicating that the indirect effect became weaker among those who were more proactive.In general,the current study has answered:(1)How does person-organization fit influence employees OCB?(2)Under what condition is person-organization fit more likely to influence OCB?The findings of the current study have substantial theoretical as well as practical implications.Theoretically,this paper verifies the positive effect of person-organization fit on OCB.Furthermore,based on social exchange theory,the study advances our knowledge by proposing employee engagement as a mediator.Finally,integrating the individual and organizational factors to the research model according to person-situation interactionist theory,this paper contributes the person-organization fit and OCB literature by raising proactive personality and supervisor support as the moderators.Practically,our research bears implications for tertiary industry as to how to elicit employees’organizational citizenship behavior,which includes selecting the employees who match with organization,providing enough support and concern to employees,and especially paying more attention to the employees with high proactive personality as their dynamic demands needed to be satisfied in time.Limitations and future directions are also discussed.