Role of Leader–Member Exchange in the Relationship between Customer Incivility and Deviant Work Behaviors : A Moderated Mediation Model
學年 105
學期 1
發表日期 2016-11-02
作品名稱 Role of Leader–Member Exchange in the Relationship between Customer Incivility and Deviant Work Behaviors : A Moderated Mediation Model
作品名稱（其他語言）
著者 Fong-Yi Lai; Hsiao-Ling Chen
作品所屬單位
出版者
會議名稱 The 2016 annual meeting of Society for Marketing Advances (SMA)
會議地點 Atlanta, USA
摘要 This study used conservation of resource theory and stress theory to examine the moderated effect of leader–member exchange (LMX) on the indirect relationship between customer incivility and deviant work behaviors (DWB) mediated by emotional exhaustion. Data were collected from the supervisor–employee dyads of 79 work units in Taiwan, including 79 supervisors and 328 employees. Statistical analyses were conducted using Mplus for model testing. The results show that emotional exhaustion mediated the relationship between customer incivility and DWB, and that LMX positively moderated the relationship between emotional exhaustion and DWB. The findings suggest that when employees are emotionally exhausted by customer incivility, a supervisor’s social support resources can significantly reduce their negative behaviors toward their colleagues.
關鍵字
語言 en_US
收錄於
會議性質 國際
校內研討會地點 無
研討會時間 20161102~20161105
通訊作者
國別 USA
公開徵稿
出版型式
出處 2016 SMA Proceedings, p.49-58
相關連結

機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/121517 )

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