Subjects: Psychology >> Developmental Psychology submitted time 2023-03-28 Cooperative journals: 《心理科学进展》
Abstract： Customer-oriented deviant behaviors (CODB), refer to frontline employees’ behaviors aiming to service customers while breaking organizational rules and norms. CODB has received increasing attention and has become an emerging research topic in academia. By reviewing the literature, we found that CODB studies vary in its theoretical basis and evolution pattern across the organizational behavior domain and the service management domain. Four aspects of factors have been found to predict CODB, including employees’ individual differences, job characteristics, organizational context, and customer behaviors. CODB has shown a double-edged sword effect on both customer and employee outcomes and the organization as a whole. Future research should take a more comprehensive lens to advance CODB research, including clarifying its concept and measurement, exploring employees’ motives behind these behaviors, identifying how these behaviors are influenced by organizational policies and managerial behaviors, and examining both the benefits and costs of CODB and their associated boundary conditions.
Subjects: Psychology >> Social Psychology submitted time 2023-03-28 Cooperative journals: 《心理科学进展》
Abstract： Errors are not rare in organizations. However, prior studies have mostly focused on error management to highlight the important role of organizations to deal with errors, while overlooking the importance of error detection. Since error detection works as the initial and key step for error management, it is important to investigate how errors are detected in organizations. It has been well acknowledged that external error monitoring and individuals’ proactive error reporting work as two main ways for error detection. External error monitoring is shown by colleagues and system error detection. Colleagues can detect errors by supervising others’ tasks, while systems can monitor errors when data fail to reach or exceed the thresholds. However, colleagues may fail to detect errors when they lack the knowledge about others’ work goals and work schedules, and system monitoring is not designed to monitor every work flow, which leads to some equally important errors go undetected. Hence, individuals’ proactive error reporting behavior become rather important. Focusing on employees’ proactive error reporting behavior, this study tries to show the factors that contributing to employees’ error reporting behavior in organizations. Errors are defined as individuals’ unintentional deviance behavior, which is potentially avoidable. After error commission, individuals tend to hide rather than report errors. Following the above, we treat errors as individuals’ workplace secrets and apply secret revealing framework to build our model. In secret revealing framework, the visibility and severity of secrets would lead to individuals’ emotional (i.e., anxiety) and cognitive stress (i.e., rumination), which then lead them to take secret revealing behavior. In this line, we propose that error characteristics as shown by error visibility and error severity to have positive relationships with employees’ anxiety and rumination. In particular, error visibility describes how easily the errors can be noticed by colleagues, while error severity shows the extent to which the errors can have impact on organizational performance. High error visibility or high error severity can lead to employees’ high anxiety and rumination, which then led to employees’ error reporting behavior. Hence, anxiety and rumination mediate the positive relationships between error characteristics and error reporting behavior. Moreover, we further propose that felt obligation to report, which refers to the evaluations about whether the self should report errors after error commission, can also impact employees’ reactions towards their errors. Specifically, when errors have high visibility or severity, employees will generate high obligation to report to ultimately enhance error reporting behavior. Furthermore, whether will employees take error reporting behavior is also influenced by the context. In secret revealing framework, individual characteristics, the relationship with the partner, and environment can exert important influence on the relationships between secret characteristics and individuals’ secret revealing behavior. In consideration of the error management literature, we come to propose that employees’ personal characteristic - conscientiousness, leadership behavior - leader tolerance, and team climate - team psychological safety moderate the relationships between error characteristics and employees’ anxiety, rumination, and felt obligation to report as well as the indirect relationships between error characteristics and error reporting behavior. In short, applying the secret revealing framework, this study builds an overall framework to show how error characteristics may impact employees’ rumination, anxiety, and felt obligation to report to influence their error reporting behavior; moreover, it shows how individual differences, leadership behavior, and team climate may impact the above relationships to exert influence on employees’ error reporting in organizations.
Subjects: Psychology >> Social Psychology submitted time 2023-03-28 Cooperative journals: 《心理科学进展》
Abstract： The 290 million rural migrant workers in China make up more than one third of its urban labor force. They however often exhibit withdrawal behaviors that tend to reduce their participation in their work roles, such as work avoidance, reduced work effort, lateness, absenteeism, and turnover, etc., which undermines the productivity of Chinese enterprises. In fact, given the importance of rural migrant workers, their experience of withdrawal behaviors jeopardizes the normal functioning of cities, modernization and urbanization in China, as well as obstructs work resumption in the context of the global COVID-19 epidemic. Therefore, under the umbrella of COR theory, we propose to comprehensively predict the factors behind work withdrawal behaviors among rural migrant workers by integrating the multiple embeddedness and identity strain perspectives and the data from three successive studies which we carry out. In Study 1, we establish an indicator system for work withdrawal behaviors in rural migrant workers by including both explicit and implicit indicators. Furthermore, we examine the association between implicit work withdrawal behaviors and three explicit work withdrawal behaviors—turnover within a same career, career-changing turnover, and returns to hometown among rural migrant workers. In study 2, we investigate the negative effects of rural migrant workers' multiple embeddedness in their host city (as a “pushing” force) on work withdrawal behaviors, and how this is moderated by rural migrant workers' hometown community embeddedness (as a “pulling” force). In study 3, we further examine whether rural migrant workers' dual identity strain stemming from their dual identities as “countryman” and “urbanist” has indirect effects on their work withdrawal behaviors mediated by their multiple embeddedness in their host city. Our research has a number of theoretical implications as follows: First, our research makes up for gaps in the micro-level research on rural migrant workers. The literature on rural migrant workers is dominated by macro-level research, and it is the rare research that focuses on micro-level concerns such as the physical and psychological well-being of rural migrant workers. Further, what micro-level research exists is often descriptive and qualitative, which provides limited implications regarding the psychological process inherent in rural migrant workers' decision to engage in work withdrawal behaviors. From this perspective, our research seeks to theoretically predict rural migrant workers' work withdrawal behaviors based on the framework of conservation of resources. Second, our research investigates the relationship between explicit and implicit work withdrawal behaviors among rural migrant workers, as well as the different processes by which the two types of withdrawal behaviors may develop. Previous literature rarely examines both explicit and implicit work withdrawal behaviors within the same study. Furthermore, based on the specialty of rural migrant workers, we include three types of turnover as explicit work withdrawal behaviors—turnover within a same career, career-changing turnover, and returning to hometown. In fact, it is not usual to simultaneously observe such three types of turnover in other urban working samples. Third, our research, via its correspondence to the call for “contextual research”, contributes to work withdrawal theories by providing special antecedents and psychological mechanisms, which is not easily observed in common working samples other than rural migrant workers. In particular, based on rural migrant workers' Hukou” situations and migration nature, we propose their dual identity strain stemming from their “urbanist” and “countryman” identities, as distal antecedents of potential work withdrawal behaviors, and propose their multiple embeddedness in their host city and hometown as proximal antecedents of work withdrawal behaviors. Furthermore, we also establish a relationship between dual identity strain and work withdrawal behaviors which is mediated by multiple embeddedness and we show that our established proximal and distal antecedents differently predict different types of work withdrawal behaviors among our sample of Chinese rural migrant workers. Thus, our model contributes to the theoretical framework of identity strain, multiple embeddedness and conservation of resources. Finally, our research also has practical implications for Chinese enterprises in the manufacturing industry and other industries which widely recruit rural migrant workers.
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