Workplace gossip and frontline employees’ proactive service performance

Managers are interested in promoting frontline employees’ proactive behavior because proactivity is crucial for organizational success. This study examined the link between perceived workplace gossip and employees’ (targets’) proactive service performance by focusing on the mediating role of employees’ harmonious passion and the moderating role of perceived job social support. Using time-lagged survey data from 218 supervisor-subordinate dyads in a commercial bank in China, we found that perceived workplace gossip negatively influences employees’ proactive service performance, and that this relationship is mediated by reduced harmonious passion. In addition, perceived job social support attenuates the negative relationship between perceived workplace gossip and harmonious passion, with harmonious passion having a mediating effect on the relationship between perceived workplace gossip and proactive service performance. These results provide new directions for understanding workplace gossip, harmonious passion, proactive service performance, and job social support. The theoretical and practical implications of our findings are discussed.     

A multi-level study on employee voice: Evidence from a chain of retail stores

The objective of this research is to examine the joint influence of both organizational characteristics and individual personality on employee voice. Employing a multi-level design, data from a chain of retail stores were collected for hypothesis testing. A total of 267 employees from 59 stores participated in this study. The results offered support for the individual-level relationships among proactive personality, voice behavior, and individual creative performance. At the store-level, both transformational leadership and supportive peer relations exerted significant effects on voice climate, but not on store performance. In addition, negative cross-level interaction between transformational leadership and proactive personality was found for voice behavior. Lastly, implications for managerial theory and practice are discussed.     

The Effect of Workplace Negative Gossip on Employee Proactive Behavior in China: The Moderating Role of Traditionality

In this study, we examined the relationship between workplace negative gossip, as perceived by the targets, and proactive behavior by focusing on the mediating role of the target’s emotional exhaustion and the moderating role of the target’s traditionality. Our results from dyadic data on 234 supervisor–subordinate relationships in China revealed that (1) workplace negative gossip was negatively related to proactive behavior; (2) emotional exhaustion mediated this relationship; and (3) traditionality strengthened both the relationship between workplace negative gossip and emotional exhaustion and the indirect effect of workplace negative gossip on proactive behavior via emotional exhaustion. Our findings have a number of theoretical and practical implications for the research on mistreatment and proactive behavior.     

Workplace risks and stressors as predictors of burnout: The moderating impact of job control and team efficacy

Air medical healthcare (AMH) professionals care for critically-ill individuals while conveying them to healthcare centres from distant, and frequently dangerous, locations. AMH professionals experience additional health and safety issues beyond the “typical” stressors faced by other healthcare professionals. Therefore, we integrated the safety and psychosocial health literatures to examine the relationship between workplace stressors (risk perception, worries, and patient-care barriers) and two components of burnout (emotional exhaustion; depersonalization), and the moderating impact of job control and team efficacy for 106 Canadian AMH professionals. Worries over medical hassles and barriers to patient care uniquely predicted emotional exhaustion. Lack of perceived control over one's job was related to exhaustion and depersonalization after controlling for stressors. Job control and team efficacy buffered some of the stressor-burnout relationships. Copyright © 2009 ASAC. Published by John Wiley & Sons, Ltd.     

表层扮演对员工离职倾向的影响：情绪耗竭的中介作用与组织支持的调节效应

随着消费经济的兴起与服务业的发展，企业服务性岗位员工因情绪劳动引发的负面效应越来越受到理论界和实践界的关注。文章基于资源保护理论与组织支持理论，以通讯公司客服人员为研究对象，探讨表层扮演对离职倾向的影响机制，重点分析情绪耗竭的中介作用与组织支持的调节效应。研究发现：表层扮演会影响员工的离职倾向；情绪耗竭在表层扮演与离职倾向的正向关系间具有完全中介作用；组织支持感和主管支持感对表层扮演和情绪耗竭的关系具有调节效应。研究结论丰富和发展了情绪劳动的理论模型，并提出企业可以采取相应的干预措施缓解员工由于表层扮演带来的情绪耗竭和离职倾向问题。     

师徒制对徒弟创新绩效的影响机制研究：心理可得性和主动性人格的作用

师徒制作为企业人力资源管理与开发的重要工具,在促进员工成长与发展,为企业获取竞争优势发挥着重要的作用。文章基于资源保存理论探究师徒制影响徒弟创新绩效的内在机制,通过对318份有效配对样本数据进行实证分析发现：师徒制与徒弟创新绩效呈正相关关系;心理可得性在师徒制和徒弟创新绩效之间起部分中介作用;主动性人格不仅正向调节了师徒制与徒弟心理可得性的关系,还进一步调节了师徒制通过徒弟心理可得性影响徒弟创新绩效的间接效应。     

Ethical work climate,employee commitment and proactive customer service performance: Test of the mediating effects of organizational politics

This study examined the mediating effects of organizational politics on the relationships between ethical work climate and two employee outcomes: affective commitment and proactive customer service performance. Using 200 survey responses collected from six shopping malls, we found that perceived ethical work climate had a direct effect on employee perceptions of organizational politics, affective commitment and proactive customer service performance. Moreover, perceived organizational politics partially mediated the relationship between ethical climate and affective commitment, but not that between ethical climate and proactive customer service behavior. We recommend retailers develop ethical climate to strengthen their competitive advantage.     

Servir les clients avec le sourire: Source d'épuisement ou de performance chez les employés de centres d'appels?

This study examines the relationships between emotional labour (surface acting, deep acting, and natural expression of positive emotions) and emotional exhaustion and service performance among 215 call centre employees. Of the hypotheses concerning the relation between the three emotional regulation strategies to emotional exhaustion and to service performance, only natural expression of positive emotion is significantly related to both consequences. Results also suggest that neuroticism moderates the link between deep acting and emotional exhaustion: employees with low levels of neuroticism seem more emotionally exhausted when they use deep acting. Copyright © 2016 ASAC. Published by John Wiley & Sons, Ltd.     

Service with a smile: A source of emotional exhaustion or performance incentive in call‐centre employees

This study examines the relationships between emotional labour (surface acting, deep acting, and natural expression of positive emotions) and emotional exhaustion and service performance among 215 call centre employees. Of the hypotheses concerning the relation between the three emotional regulation strategies to emotional exhaustion and to service performance, only natural expression of positive emotion is significantly related to both consequences. Results also suggest that neuroticism moderates the link between deep acting and emotional exhaustion: employees with low levels of neuroticism seem more emotionally exhausted when they use deep acting. Copyright © 2016 ASAC. Published by John Wiley & Sons, Ltd.     

从被要求做到主动做：群体卷入模型视角下高参与人力资源实践对员工前瞻行为的影响研究

文章以333名员工和68名主管在两时间点进行的配对调查为样本,基于群体卷入模型的研究视角,探析了高参与人力资源实践与员工前瞻行为之间的关系,对员工感知的高参与人力资源实践如何通过员工组织地位感知促进前瞻行为进行了研究。研究结果表明,员工感知的高参与人力资源实践能够正向预测员工的前瞻行为,而员工组织地位感知在这一关系中起完全中介作用。同时,员工主动性人格会削弱组织地位感知对前瞻行为的正向影响,即相对于高主动性人格的员工,主动性人格较低的员工更易受到由高参与人力资源实践导致的组织地位感知的正向影响,进而更多表现前瞻行为。     

不合规任务对员工工作绩效的影响研究:一个被调节的双中介模型北大核心

基于认知—情感个性系统理论和资源保存理论构建了一个被调节的双中介模型,探讨了不合规任务对员工工作绩效的影响机制。通过对建筑行业239份领导与员工配对数据的分析发现:(1)不合规任务对员工工作绩效具有显著的负向影响;(2)工作目标进展和情绪耗竭在不合规任务与员工工作绩效间起中介作用;(3)时间管理技能不仅弱化了不合规任务与工作目标进展的负向关系,还削弱了不合规任务与情绪耗竭的正向关系;(4)时间管理技能负向调节了工作目标进展在不合规任务与员工工作绩效间的中介作用,对情绪耗竭在不合规任务与员工工作绩效间中介作用的负向调节效应不显著。本研究的结论为企业进行员工压力和任务管理,提高工作绩效提供实践指导。     

CEO Ethical Leadership, Ethical Climate, Climate Strength, and Collective Organizational Citizenship Behavior

In spite of an increasing number of studies on ethical climate, little is known about the antecedents of ethical climate and the moderators of the relationship between ethical climate and work outcomes. The present study conducted firm-level analyses regarding the relationship between chief executive officer (CEO) ethical leadership and ethical climate, and the moderating effect of climate strength (i.e., agreement in climate perceptions) on the relationship between ethical climate and collective organizational citizenship behavior (OCB). Self-report data were collected from 223 CEOs and 6,021 employees in South Korea. The results supported all study hypotheses. As predicted, CEOs?? self-rated ethical leadership was positively associated with employees?? aggregated perceptions of the ethical climate of the firm. The relationship between ethical climate and firm-level collective OCB was moderated by climate strength. More specifically, the relationships between ethical climate and interpersonally directed collective OCB and between ethical climate and organizationally directed collective OCB were more pronounced when climate strength was high than when it was low. Theoretical and practical implications of these findings are addressed herein.     

Service climate and employee service performance: exploring the moderating role of job stress and organizational identification

Drawing on a sample of 368 frontline employees and 45 managers from five Chinese banks, this study examined the relationship between service climate and frontline employee service performance, including in-role and extra-role performance, and the difference of this relationship considering the moderating role of employee's emotional experience (job stress and organizational identification). Empirical results indicated the positive effect of service climate on service performance as hypothesized. Moreover, job stress negatively moderated the relationship between service climate and extra-role performance, while organizational identification positively moderated the climate–performance relationship.     

Corporate identity management and employees’ responses

Main goals in this study are to analyse the effects of corporate identity management (CIM) on the employees’ responses, and the moderating effects of two employee personality traits: proactive personality and resistance to change. Two hundred and ninety-three branch managers in the banking sector in Spain participated in the study, and their responses were analysed through structural equation modelling. Results show that organizational identification is a key variable to explain the CIM effects on employees’ responses. Moreover, employees’ proactive personality and resistance to change exert a moderating influence on the way identification leads to extra-role behaviours. Human resource practices should take into account that proactive employees are more prone to externalize their identification by spreading positive WOM. Besides, identification with the organization will lead to loyalty, especially in employees with low resistance to change.     

Understanding the link between communication satisfaction,perceived justice and organizational citizenship behavior

This study broadens the application of the justice and OCB concepts beyond pay and job satisfaction to capture previously uninvestigated effects by examining the link between communication satisfaction (CS), perceived justice, and organizational citizenship behaviors (OCB) among Chinese employees. We predict perceived justice will mediate the relationship between CS and OCB. We also predict CS will mediate the relationship between perceived justice and OCB. Quantitative analyses were used to analyze the relationships. FsQCA was used as an additional technique to test the mediating effect. Results show that OCB were influenced by CS and perceived justice. CS is a mediator between perceived justice and OCB. Perceived justice is not a mediator between CS and OCB. The finding points to the need for enhancing communication practices and creating a fair working environment in order to encourage discretionary behaviors. Theoretical and practical implications are discussed along with the limitations.     

Is transformational leadership always good for employee task performance? Examining curvilinear and moderated relationships

Transformational leadership, generally considered as a desirable leadership style, has positive effects on various performance outcomes of employees; however, its productivity has been called into question because of a relative neglect of its negative aspects. Addressing this gap, an attempt at rethinking the relationship between transformational leadership and employee performance is important. The paradoxical perspective indicates that conflicting positive and negative effects of transformational leadership can coexist, which provides possibility and rationality for thorough consideration of employees’ task performance influenced by transformational leaders. Integrating the principle of diminishing marginal utility and the “Too-Much-ofa-Good-Thing (TMGT)” effect, this research explores an inverted U-shaped relationship between transformational leadership and employee task performance. Furthermore, applying social cognitive theory, we assume an employee’s proactive personality moderates the curvilinear influence of transformational leadership on employees’ task performance. As expected, results from a study of data from 209 supervisorsubordinate relationships from China showed that the inverted U-shaped relationship between transformational leadership and employees’ task performance was moderated by employees’ proactive personality. Theoretical and practical implications are discussed.     

Is transformational leadership always good for employee task performance? Examining curvilinear and moderated relationships

Transformational leadership, generally considered as a desirable leadership style, has positive effects on various performance outcomes of employees; however, its productivity has been called into question because of a relative neglect of its negative aspects. Addressing this gap, an attempt at rethinking the relationship between transformational leadership and employee performance is important. The paradoxical perspective indicates that conflicting positive and negative effects of transformational leadership can coexist, which provides possibility and rationality for thorough consideration of employees’ task performance influenced by transformational leaders. Integrating the principle of diminishing marginal utility and the “Too-Much-of-a-Good-Thing (TMGT)” effect, this research explores an inverted U-shaped relationship between transformational leadership and employee task performance. Furthermore, applying social cognitive theory, we assume an employee’s proactive personality moderates the curvilinear influence of transformational leadership on employees’ task performance. As expected, results from a study of data from 209 supervisor-subordinate relationships from China showed that the inverted U-shaped relationship between transformational leadership and employees’ task performance was moderated by employees’ proactive personality. Theoretical and practical implications are discussed.     

How Servant Leadership Influences Organizational Citizenship Behavior: The Roles of LMX,Empowerment, and Proactive Personality

While the link between servant leadership and organizational citizenship behavior (OCB) has been established, the individual-level mechanisms underlying this relationship and its boundary conditions remain poorly understood. In this study, we investigate the salience of the mediating mechanisms of leader–member exchange (LMX) and psychological empowerment in explaining the process by which servant leaders elicit discretionary OCB among followers. We also examine the role of followers’ proactive personality in moderating the indirect effects of servant leadership on OCB through LMX and psychological empowerment. Analysis of survey data collected from 446 supervisor–subordinate dyads in a large Chinese state-owned enterprise suggests that while servant leadership is positively related to subordinate OCB through LMX, psychological empowerment does not explain any additional variance in OCB above that accounted for by LMX. Moderated mediation tests confirm the moderating effect of proactive personality through LMX. By providing a nuanced understanding of how and when servant leadership leads followers to go above and beyond their job role, our study assists organizations in deciding how to develop and utilize servant leaders in their organizations.     

谦卑型领导对员工建言行为的影响：心理安全感与主动型人格的作用

谦卑型领导是“自下而上”领导研究思潮中近年兴起的一个热点话题,其有效性及相应作用机制仍有待开展更多研究予以明确。文章运用结构方程建模和路径分析的统计方法,根据260份有效问卷的调查数据探讨了谦卑型领导对员工建言行为的影响及其作用机制。结果表明：谦卑型领导对员工建言行为具有显著的正向预测作用,并且员工心理安全感能部分地中介上述关系,而员工主动型人格则能通过在该间接路径的第一阶段正向调节心理安全感的中介效应,使得谦卑型领导通过心理安全感的中介作用而促进员工建言行为的间接效应在主动型人格较强的员工身上表现更明显。     

Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance: customer orientation as a moderator

This study investigates the structural relationships among customer-related social stressors (disproportionate customer expectation, ambiguous customer expectation, disliked customers, and customers?? verbal aggression), emotional exhaustion, and service recovery performance, with customer orientation (CO) serving as a moderator between customer-related social stressors and emotional exhaustion as well as emotional exhaustion and service recovery performance. The study uses data collected from a survey of 1,014 frontline service employees in Korea??s tourism service sectors. The results indicate that customer-related social stressors positively influence emotional exhaustion; emotional exhaustion negatively influences service recovery performance; and CO acts as a moderator. CO moderates both the effects of customer-related social stressors on emotional exhaustion and those of emotional exhaustion on service recovery performance, by weakening the effects for higher CO employees. This study contributes to both theory and practice by combining the four constructs of customer-related social stressors, emotional exhaustion, service recovery performance, and CO in addition to examining their relationships while focusing on customer-related factors.