Zhang Hui, Zhou Zhiqing E, Zhan Yan, Liu Chengbin, Zhang Li
School of Sociology, Huazhong University of Science and Technology, Wuhan, China.
Department of Psychology, Baruch College (CUNY), New York City, NY, United States.
Front Psychol. 2018 Nov 14;9:2197. doi: 10.3389/fpsyg.2018.02197. eCollection 2018.
Using the conservation of resources theory and social exchange theory as our conceptual frameworks, the current study examined how employee surface acting relates to their sabotage to customers through the mediating role of emotional exhaustion and explored the moderating roles of coworker exchange (CWX) and leader-member exchange (LMX). We collected two-wave time-lagged data from 540 clinical nurses and found that emotional exhaustion mediated the positive relationship between surface acting and employee sabotage to customers. In addition, we found that CWX buffered the positive effect of surface acting on emotional exhaustion, while LMX buffered the positive effect of emotional exhaustion on employee sabotage to customers, such that the effects were weaker when CWX and LMX were higher, respectively. These findings shed light on the effect of surface acting on employee harmful behaviors, the potential underlying mechanism, and boundary conditions to mitigate the negative consequences of surface acting.
本研究以资源保存理论和社会交换理论为概念框架，探讨了员工表面行为如何通过情绪耗竭的中介作用与对顾客的破坏行为相关联，并探究了同事交换（CWX）和领导成员交换（LMX）的调节作用。我们从540名临床护士那里收集了两波时间滞后的数据，发现情绪耗竭在表面行为与员工对顾客的破坏行为之间的正向关系中起中介作用。此外，我们发现同事交换缓冲了表面行为对情绪耗竭的正向影响，而领导成员交换缓冲了情绪耗竭对员工对顾客破坏行为的正向影响，即当同事交换和领导成员交换分别较高时，这些影响会较弱。这些发现揭示了表面行为对员工有害行为的影响、潜在的内在机制以及减轻表面行为负面影响的边界条件。
