| With the increasing competition in the service industry,customer service experience has become crucial to the survival and development of companies.A satisfactory service experience means that employees must do their best to meet the changing needs of customers.Thus,how to make employees act voluntarily and go beyond the formal job requirements when serving customers,i.e.,service-oriented organizational citizenship behavior(OCB),has become the focus of scholars’ attention.Given that high-performance work systems(HPWS)can convey to employees what behaviors are encouraged and appreciated by the organization,employees’ perceptions of HPWS can influence employees’ service-oriented OCB.Besides,due to the complexity of the work environment,employees’ perceptions of HPWS can be influenced by contextual factors within the organization.However,past research on contextual factors has underestimated or even ignored the utility of ethical leadership in human resource management(HRM).Based on this,this study explores the impact of the interaction between employees’ perceptions of HPWS and ethical leadership on service-oriented OCB and investigates the mediating role of affective commitment in the above processes.Social exchange theory and substitutes for leadership theory provide the theoretical foundation for this study.In order to verify whether each theoretical hypothesis is valid,this study also conducted an empirical test.The specific steps are as follows:first,this paper collected data from 275 pairs of leader-employee paired questionnaires using a two-stage questionnaire method.After the data collection was completed,this paper then conducted data analysis on the collected data with the help of current widely used data analysis tools,such as SPSS,HLM,and MPLUS and completed the basic information analysis,descriptive statistics analysis,reliability analysis,and correlation analysis.The paper also tested each hypothesis and came to the following four conclusions:(1)Ethical leadership plays a negative moderating role between employees’ perceptions of HPWS and service-oriented OCB.Specifically,when the level of ethical leadership is high,the positive effect of employees’ perceptions of HPWS on service-oriented OCB will be weakened;when the level of ethical leadership is low,the positive effect of employees’perceptions of HPWS on service-oriented OCB will be enhanced.(2)Ethical leadership negatively moderates the positive relationship between employees’perceptions of HPWS and affective commitment.In particular,when the level of ethical leadership is high,the positive effect of employees’ perceptions of HPWS on affective commitment will be diminished;when the level of ethical leadership is low,the positive effect of employees’ perceptions of HPWS on affective commitment will be increased.(3)Affective commitment is positively related to service-oriented OCB.(4)The interaction between ethical leadership and high-performance work systems is transmitted to service-oriented OCB through the mediating variable of affective commitment.Finally,on the basis that all the theoretical hypotheses are supported by the empirical results,this paper draws research conclusions and clarifies the theoretical and practical implications of this study.In addition,this paper also illustrates the shortcomings of this study and points out the corresponding future research directions. |
