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
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.
LI Pengbo,AO Xia,ZHANG Jiaojiao等. The Influence Mechanism of Servant Leadership on Employees’ Customer-Oriented Deviant Behaviors under the Perspective of Social Information Processing Theory[J]. Chinese Journal of Management, 2024, 21(9): 1323-.
