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| The Influence Mechanism of Servant Leadership on Employees’ Customer-Oriented Deviant Behaviors under the Perspective of Social Information Processing Theory |
| LI Pengbo，AO Xia，ZHANG Jiaojiao，CHEN Tao |
| 1.Beijing International Studies University，Beijing，China；2.Capital University of Economics and Business，Beijing，China；3.Xiamen University，Xiamen，Fujian，China |
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Abstract Based on the social information processing theory, this study examines the antecedent mechanisms of employees’ customer-oriented deviant behaviors by constructing a dual-mediator-dual-moderator model. This study adopts a multi-wave-time questionnaire survey method to analyze the data of 477 frontline employees in service enterprises. The results show that: servant leadership positively influences employees’ customer-oriented deviant behaviors, and customer orientation tendency and deviant innovation motivation play a mediating role; service climate strengthens the influence of servant leadership on customer orientation tendencies and deviant innovation motivation, and self-determination strengthens the impact of customer orientation tendency and deviant innovation motivation on customer-oriented deviant behaviors; service climate and self-determination moderate the mediating effects of customer orientation tendency and deviant innovation motivation between servant leadership and employee customer-oriented deviant behaviors.
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Received: 26 October 2023
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