服务业员工个人-组织匹配对组织公民行为的影响:有调节的中介模型
|
摘要
根据社会交换理论和人与情境互动理论,研究探讨了个人-组织匹配对员工组织公民行为的影响机制。通过对12家餐饮连锁店225位员工进行的问卷调查,结果表明:个人-组织匹配正向预测组织公民行为,员工工作敬业度在两者关系中起中介作用;此外,分别作为情境因素和个体因素的主管支持、员工主动性人格对个人-组织匹配与组织公民行为之间的关系具有调节作用。主管支持的程度越高,个人-组织匹配与组织公民行为的正向关系更强;而对于高主动性人格的员工,个人-组织匹配与组织公民行为之间的正向关系反而更弱。
Tertiary industry has developed rapidly and becomes a significant pillar of economic growth.Simultaneously,service quality is gradually becoming an important factor which restricts its development.The employees who are the main carriers of service values need to interact with customers frequently.Against this background,how to enhance employees' organizational citizenship behavior(OCB) to meet customer requirements and improve the service quality have drawn increasing attention from researchers and practice communities.However,the previous studies are mainly from a single perspective.More efforts are needed to investigate the relationship between person-organization fit and OCB from the interactive perspective,for which no consistent conclusion has been drawn for now.According to the social exchange theory,employees can increase work engagement when they obtain great resources through person-organization fit.Furthermore,person-organization fit includes individual factor and situational factor,which can affect individual behavior based on person-situation interactionist theory.Individual factor and situational factor may also effect the relationship between person-organization fit and OCB,to strengthen or weaken the relationship.Therefore,this study discusses the effect of person-organization fit on OCB.Specially,this paper introduces employee engagement as a mediator,proactive personality and supervisor support as the moderators which represent individual factor and situational factor respectively.Moreover,we propose a moderated mediation model to disentangle the underlying mechanisms and boundary conditions of the relationship between person-organization fit and OCB.We adopted questionnaire research method to test our proposed hypotheses.Initially,we issued 270 questionnaires,and finally used a sample of 225 employees from 12 restaurants.Consistent with our hypotheses,the results indicated that:(1) Person-organization fit positively predicted organizational citizenship behavior,with the effect mediated by employee engagement;(2) Supervisor support moderated the mediation effect between person-organization fit and organizational citizenship behavior,indicating that the indirect effect became stronger among those who received higher leader support;(3) Proactive personality moderated the mediation effect between person-organization fit and organizational citizenship behavior,indicating that the indirect effect became weaker among those who were more proactive.In general,the current study has answered:(1) How does person-organization fit influence employees OCB?(2) Under what condition is person-organization fit more likely to influence OCB? The findings of the current study have substantial theoretical as well as practical implications.Theoretically,this paper verifies the positive effect of person-organization fit on OCB.Furthermore,based on social exchange theory,the study advances our knowledge by proposing employee engagement as a mediator.Finally,integrating the individual and organizational factors to the research model according to person-situation interactionist theory,this paper contributes the person-organization fit and OCB literature by raising proactive personality and supervisor support as the moderators.Practically,our research bears implications for tertiary industry as to how to elicit employees' organizational citizenship behavior,which includes selecting the employees who match with organization,providing enough support and concern to employees,and especially paying more attention to the employees with high proactive personality as their dynamic demands needed to be satisfied in time.Limitations and future directions are also discussed.
Tertiary industry has developed rapidly and becomes a significant pillar of economic growth.Simultaneously,service quality is gradually becoming an important factor which restricts its development.The employees who are the main carriers of service values need to interact with customers frequently.Against this background,how to enhance employees' organizational citizenship behavior(OCB) to meet customer requirements and improve the service quality have drawn increasing attention from researchers and practice communities.However,the previous studies are mainly from a single perspective.More efforts are needed to investigate the relationship between person-organization fit and OCB from the interactive perspective,for which no consistent conclusion has been drawn for now.According to the social exchange theory,employees can increase work engagement when they obtain great resources through person-organization fit.Furthermore,person-organization fit includes individual factor and situational factor,which can affect individual behavior based on person-situation interactionist theory.Individual factor and situational factor may also effect the relationship between person-organization fit and OCB,to strengthen or weaken the relationship.Therefore,this study discusses the effect of person-organization fit on OCB.Specially,this paper introduces employee engagement as a mediator,proactive personality and supervisor support as the moderators which represent individual factor and situational factor respectively.Moreover,we propose a moderated mediation model to disentangle the underlying mechanisms and boundary conditions of the relationship between person-organization fit and OCB.We adopted questionnaire research method to test our proposed hypotheses.Initially,we issued 270 questionnaires,and finally used a sample of 225 employees from 12 restaurants.Consistent with our hypotheses,the results indicated that:(1) Person-organization fit positively predicted organizational citizenship behavior,with the effect mediated by employee engagement;(2) Supervisor support moderated the mediation effect between person-organization fit and organizational citizenship behavior,indicating that the indirect effect became stronger among those who received higher leader support;(3) Proactive personality moderated the mediation effect between person-organization fit and organizational citizenship behavior,indicating that the indirect effect became weaker among those who were more proactive.In general,the current study has answered:(1) How does person-organization fit influence employees OCB?(2) Under what condition is person-organization fit more likely to influence OCB? The findings of the current study have substantial theoretical as well as practical implications.Theoretically,this paper verifies the positive effect of person-organization fit on OCB.Furthermore,based on social exchange theory,the study advances our knowledge by proposing employee engagement as a mediator.Finally,integrating the individual and organizational factors to the research model according to person-situation interactionist theory,this paper contributes the person-organization fit and OCB literature by raising proactive personality and supervisor support as the moderators.Practically,our research bears implications for tertiary industry as to how to elicit employees' organizational citizenship behavior,which includes selecting the employees who match with organization,providing enough support and concern to employees,and especially paying more attention to the employees with high proactive personality as their dynamic demands needed to be satisfied in time.Limitations and future directions are also discussed.
引文
程建君,贺丹.(2015).组织公民行为研究综述.社会心理科学,12,12-15.
李超平,田宝,时勘.(2006).变革型领导与员工工作态度:心理授权的中介作用.心理学报,2,297-307.
李燕萍,涂乙冬.(2012).组织公民行为的价值取向研究.管理世界,5,1-7.
马贵梅,樊耘,颜静,张克勤.(2015).员工-组织匹配对建言行为影响机制的实证研究.管理工程学报,29(3),51-61.
任皓,陈启山,温忠麟,叶宝娟,苗静宇.(2014).领导职业支持对组织公民行为的影响:心理资本的作用.心理科学,37(2),433-437.
谭小宏.(2012).个人与组织价值观匹配对员工工作投入、组织支持感的影响.心理科学,35(4),973-977.
温瑶,甘怡群.(2008).主动性人格与工作绩效:个体组织匹配的调节作用.应用心理学,14(2),68-128.
魏钧,张德.(2006).中国传统文化影响下的个人与组织契合度研究.管理科学学报,(06):87-96.
吴艳,温忠麟.(2011).结构方程建模中的题目打包策略.心理科学进展,19(12),1859-1867.
Afsar,B.,&Badir,Y.F.(2016).Person-organization fit,perceived organizational support,and organizational citizenship behavior:The role of job embeddedness.Journal of Human Resources in Hospitality and Tourism,15(3),252-278.
Bateman,T.S.,&Organ,D.W.(1983).Job satisfaction and the good soldier:The relationship between affect and employee“citizenship”.Academy of Management Journal,26(4),587-595.
Bateman,T.S.,&Crant,J.M.(1993).The proactive component of organizational behavior:A measure and correlates.Journal of Organizational Behavior,14(2),103-118.
Blau,P.M.(1964).Exchange and power in social life.Piscataway,NJ:Transaction Publishers.
Bergeron,D.M.,Schroeder,T.D.,&Martinez,H.A.(2014).Proactive personality at work:Seeing more to do and doing more?Journal of Business and Psychology,29(1),71-86.
Bowen,D.E.(2016).The changing role of employees in service theory and practice:An interdisciplinary view.Human Resource Management Review,26(1),4-13.
Cable,D.M.,&DeRue,D.S.(2002).The convergent and discriminant validity of subjective fit perceptions.Journal of Applied Psychology,87(5),875-884.
Cheng,B.S.,Jiang,D.Y.,&Riley,J.H.(2003).Organizational commitment,supervisory commitment,and employee outcomes in the Chinese context:Proximal hypothesis or global hypothesis?Journal of Organizational Behavior,24(3),313-334.
Eisenberger,R.,Karagonlar,G.,Stinglhamber,F.,Neves,P.,Becker,T.E.,Gonzalez-Morales,M.G.,&Steiger-Mueller,M.(2010).Leader-member exchange and affective organizational commitment:The contribution of supervisor's organizational embodiment.Journal of Applied Psychology,95(6),1085-1103.
Eisenberger,R.,Stinglhamber,F.,Vandenberghe,C.,Sucharski,I.L.,&Rhoades,L.(2002).Perceived supervisor support:Contributions to perceived organizational support and employee retention.Journal of Applied Psychology,87(3),565-573.
Hoffman,B.J.,&Woehr,D.J.(2006).A quantitative review of the relationship between person-organization fit and behavioral outcomes.Journal of Vocational Behavior,68(3),389-399.
Hui,C.,Law,K.S.,&Chen,Z.X.(1999).A structural equation model of the effects of negative affectivity,leader-member exchange,and perceived job mobility on in-role and extra-role performance:A Chinese case.Organizational Behavior and Human Decision Processes,77(1),3-21.
Hutchison,S.,Sowa,D.,Eisenberger,R.,&Huntington,R.(1986).Perceived organizational support.Journal of Applied Psychology,71(3),500-507.
Jawahar,I.M.,Kisamore,J.L.,Stone,T.H.,&Rahn,D.L.(2012).Differential effect of inter-role conflict on proactive individual's experience of burnout.Journal of Business and Psychology,27(2),243-254.
Judge,T.A.,&Zapata,G.P.(2015).The person--situation debate revisited:Effect of situation strength and trait activation on the validity of the big five personality traits in predicting job performance.Academy of Management Journal,58(4),1149-1179.
Kristof,A.L.(1996).Person-organization fit:An integrative review of its conceptualizations,measurement,and implications.Personnel Psychology,49(1),1-49.
May,D.R.,Gilson,R.L.,&Harter,L.M.(2004).The psychological conditions of meaningfulness,safety and availability and the engagement of the human spirit at work.Journal of Occupational and Organizational Psychology,77(1),11-37.
Mischel,W.(1999).Implications of person-situation interaction:Getting over the field's borderline personality disorder.European Journal of Personality,13(5),455-461.
Moorman,R.H.(1991).Relationship between organizational justice and organizational citizenship behaviors:Do fairness perceptions influence employee citizenship?.Journal of Applied Psychology,76(6),845-855.
Organ,D.W.(1988).Organizational citizenship behavior:The good soldier syndrome.Lexington,MA:Lexington Books.
?z?elik,G.,&F?nd?kl?,M.A.(2014).The relationship between internal branding and organizational citizenship behaviour:The mediating role of personorganization fit.Procedia-Social and Behavioral Sciences,150,1120-1128.
Preacher,K.J.,&Hayes,A.F.(2008).Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models.Behavior Research Methods,40(3),879-891.
Preacher,K.J.,Rucker,D.D.,&Hayes,A.F.(2007).Addressing moderated mediation hypotheses:Theory,methods,and prescriptions.Multivariate Behavioral Research,42(1),185-227.
Rhoades,L.,&Eisenberger,R.(2002).Perceived organizational support:A review of the literature.Journal of Applied Psychology,87(4),698-714.
Saks,A.M.(2006).Antecedents and consequences of employee engagement.Journal of Managerial Psychology,21(7),600-619.
Seibert,S.E.,Crant,J.M.,&Kraimer,M.L.(1999).Proactive personality and career success.Journal of Applied Psychology,84,416-427.
Subramony,M.,&Pugh,S.D.(2015).Services management research:Review,integration,and future directions.Journal of Management,41(1),349-373.
Strauss,K.,Parker,S.K.,&O'Shea,D.(2017).When does proactivity have a cost?Motivation at work moderates the effects of proactive work behavior on employee job strain.Journal of Vocational Behavior,100,15-26.
Valentine,S.,Greller,M.M.,&Richtermeyer,S.B.(2006).Employee job response as a function of ethical context and perceived organization support.Journal of Business Research,59(5),582-588.
Zhao,X.S.,Lynch,J.G.,&Chen,Q.M.(2010).Reconsidering baron and Kenny:Myths and truths about mediation analysis.Journal of Consumer Research,37(2),197-206.
李超平,田宝,时勘.(2006).变革型领导与员工工作态度:心理授权的中介作用.心理学报,2,297-307.
李燕萍,涂乙冬.(2012).组织公民行为的价值取向研究.管理世界,5,1-7.
马贵梅,樊耘,颜静,张克勤.(2015).员工-组织匹配对建言行为影响机制的实证研究.管理工程学报,29(3),51-61.
任皓,陈启山,温忠麟,叶宝娟,苗静宇.(2014).领导职业支持对组织公民行为的影响:心理资本的作用.心理科学,37(2),433-437.
谭小宏.(2012).个人与组织价值观匹配对员工工作投入、组织支持感的影响.心理科学,35(4),973-977.
温瑶,甘怡群.(2008).主动性人格与工作绩效:个体组织匹配的调节作用.应用心理学,14(2),68-128.
魏钧,张德.(2006).中国传统文化影响下的个人与组织契合度研究.管理科学学报,(06):87-96.
吴艳,温忠麟.(2011).结构方程建模中的题目打包策略.心理科学进展,19(12),1859-1867.
Afsar,B.,&Badir,Y.F.(2016).Person-organization fit,perceived organizational support,and organizational citizenship behavior:The role of job embeddedness.Journal of Human Resources in Hospitality and Tourism,15(3),252-278.
Bateman,T.S.,&Organ,D.W.(1983).Job satisfaction and the good soldier:The relationship between affect and employee“citizenship”.Academy of Management Journal,26(4),587-595.
Bateman,T.S.,&Crant,J.M.(1993).The proactive component of organizational behavior:A measure and correlates.Journal of Organizational Behavior,14(2),103-118.
Blau,P.M.(1964).Exchange and power in social life.Piscataway,NJ:Transaction Publishers.
Bergeron,D.M.,Schroeder,T.D.,&Martinez,H.A.(2014).Proactive personality at work:Seeing more to do and doing more?Journal of Business and Psychology,29(1),71-86.
Bowen,D.E.(2016).The changing role of employees in service theory and practice:An interdisciplinary view.Human Resource Management Review,26(1),4-13.
Cable,D.M.,&DeRue,D.S.(2002).The convergent and discriminant validity of subjective fit perceptions.Journal of Applied Psychology,87(5),875-884.
Cheng,B.S.,Jiang,D.Y.,&Riley,J.H.(2003).Organizational commitment,supervisory commitment,and employee outcomes in the Chinese context:Proximal hypothesis or global hypothesis?Journal of Organizational Behavior,24(3),313-334.
Eisenberger,R.,Karagonlar,G.,Stinglhamber,F.,Neves,P.,Becker,T.E.,Gonzalez-Morales,M.G.,&Steiger-Mueller,M.(2010).Leader-member exchange and affective organizational commitment:The contribution of supervisor's organizational embodiment.Journal of Applied Psychology,95(6),1085-1103.
Eisenberger,R.,Stinglhamber,F.,Vandenberghe,C.,Sucharski,I.L.,&Rhoades,L.(2002).Perceived supervisor support:Contributions to perceived organizational support and employee retention.Journal of Applied Psychology,87(3),565-573.
Hoffman,B.J.,&Woehr,D.J.(2006).A quantitative review of the relationship between person-organization fit and behavioral outcomes.Journal of Vocational Behavior,68(3),389-399.
Hui,C.,Law,K.S.,&Chen,Z.X.(1999).A structural equation model of the effects of negative affectivity,leader-member exchange,and perceived job mobility on in-role and extra-role performance:A Chinese case.Organizational Behavior and Human Decision Processes,77(1),3-21.
Hutchison,S.,Sowa,D.,Eisenberger,R.,&Huntington,R.(1986).Perceived organizational support.Journal of Applied Psychology,71(3),500-507.
Jawahar,I.M.,Kisamore,J.L.,Stone,T.H.,&Rahn,D.L.(2012).Differential effect of inter-role conflict on proactive individual's experience of burnout.Journal of Business and Psychology,27(2),243-254.
Judge,T.A.,&Zapata,G.P.(2015).The person--situation debate revisited:Effect of situation strength and trait activation on the validity of the big five personality traits in predicting job performance.Academy of Management Journal,58(4),1149-1179.
Kristof,A.L.(1996).Person-organization fit:An integrative review of its conceptualizations,measurement,and implications.Personnel Psychology,49(1),1-49.
May,D.R.,Gilson,R.L.,&Harter,L.M.(2004).The psychological conditions of meaningfulness,safety and availability and the engagement of the human spirit at work.Journal of Occupational and Organizational Psychology,77(1),11-37.
Mischel,W.(1999).Implications of person-situation interaction:Getting over the field's borderline personality disorder.European Journal of Personality,13(5),455-461.
Moorman,R.H.(1991).Relationship between organizational justice and organizational citizenship behaviors:Do fairness perceptions influence employee citizenship?.Journal of Applied Psychology,76(6),845-855.
Organ,D.W.(1988).Organizational citizenship behavior:The good soldier syndrome.Lexington,MA:Lexington Books.
?z?elik,G.,&F?nd?kl?,M.A.(2014).The relationship between internal branding and organizational citizenship behaviour:The mediating role of personorganization fit.Procedia-Social and Behavioral Sciences,150,1120-1128.
Preacher,K.J.,&Hayes,A.F.(2008).Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models.Behavior Research Methods,40(3),879-891.
Preacher,K.J.,Rucker,D.D.,&Hayes,A.F.(2007).Addressing moderated mediation hypotheses:Theory,methods,and prescriptions.Multivariate Behavioral Research,42(1),185-227.
Rhoades,L.,&Eisenberger,R.(2002).Perceived organizational support:A review of the literature.Journal of Applied Psychology,87(4),698-714.
Saks,A.M.(2006).Antecedents and consequences of employee engagement.Journal of Managerial Psychology,21(7),600-619.
Seibert,S.E.,Crant,J.M.,&Kraimer,M.L.(1999).Proactive personality and career success.Journal of Applied Psychology,84,416-427.
Subramony,M.,&Pugh,S.D.(2015).Services management research:Review,integration,and future directions.Journal of Management,41(1),349-373.
Strauss,K.,Parker,S.K.,&O'Shea,D.(2017).When does proactivity have a cost?Motivation at work moderates the effects of proactive work behavior on employee job strain.Journal of Vocational Behavior,100,15-26.
Valentine,S.,Greller,M.M.,&Richtermeyer,S.B.(2006).Employee job response as a function of ethical context and perceived organization support.Journal of Business Research,59(5),582-588.
Zhao,X.S.,Lynch,J.G.,&Chen,Q.M.(2010).Reconsidering baron and Kenny:Myths and truths about mediation analysis.Journal of Consumer Research,37(2),197-206.