心理学
社会心理学
自我耗竭
适度
调解
调解
组织公民行为
第三产业
服务(商务)
组织承诺
业务
营销
社会学
自我控制
社会科学
作者
Hongbo Li,Muhammad Waqas,Hussain Tariq,Farzan Yahya,Joseph Marfoh,Ahsan Ali,Syed Muhammad Ali
标识
DOI:10.3389/fpsyg.2021.595995
摘要
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.
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