Hongbo Li, Waqas Muhammad, Tariq Hussain, Yahya Farzan, Marfoh Joseph, Ali Ahsan, Ali Syed Muhammad
School of Management, Jiangsu University, Zhenjiang, China.
NUST Business School, National University of Sciences and Technology, Islamabad, Pakistan.
Front Psychol. 2021 Mar 15;12:595995. doi: 10.3389/fpsyg.2021.595995. eCollection 2021.
Taking support from ego-depletion theory, this study examines ego depletion as a mechanism that explains how employees' organizational citizenship behavior (OCB) leads to antagonistic consequences, i.e., service sabotage. Employees' positive psychological capital (PsyCap) is considered a moderator. PROCESS macro was used to test all the hypotheses using time-lagged, dyadic data collected from 420 employees and their 112 their supervisors associated with the service industry in China. This study finds that employees' exhibition of OCB is positively linked to ego depletion, which in turn drives service sabotage behavior. Furthermore, employees' PsyCap weakens the effect of OCB on employees' ego depletion. This study highlights the dark side of OCB, the mechanism through which it causes adverse effects, and the moderating effect of PsyCap. It also provides insights to the organizations for managing service sector employees to effectively interact with customers.
本研究以自我损耗理论为支撑，将自我损耗视为一种机制，用以解释员工的组织公民行为（OCB）如何导致敌对后果，即服务破坏行为。员工的积极心理资本（PsyCap）被视为一个调节变量。本研究使用从420名员工及其112名与中国服务业相关的上级主管那里收集的时间滞后二元数据，通过PROCESS宏来检验所有假设。研究发现，员工表现出的组织公民行为与自我损耗呈正相关，而自我损耗反过来又会促使服务破坏行为的发生。此外，员工的积极心理资本会削弱组织公民行为对员工自我损耗的影响。本研究突出了组织公民行为的阴暗面、其产生不利影响的机制以及积极心理资本的调节作用。它还为组织管理服务部门员工以有效与客户互动提供了见解。
