| The Effects of Leader and Member Daily Exercises on Customer Daily Helping Behavior: A Multilevel Moderated Mediation Model |
Received:October 16, 2017 Revised:October 16, 2017 |
Key Words: taking exercises, leader contribution to team, work engagement, customer helping behavior, experience sampling method |
| Author Name | Affiliation | | Yucheng Zhang0 | Hebei University of Technology, China | | Yuyan Zheng0 | London School of Economics and Political Science, United Kingdom | | Yuan Li* | Hebei University of Technology, China | | Bing Xu0 | Southwestern University of Finance and Economics, China |
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Abstract: |
| This paper investigates first how taking exercises of front-line service workers is related to engagement and the customer helping behaviors, second how taking exercises of leaders influences their levels of contributions of the team, which strengthens the relationship between employees’ taking exercises and customer helping behaviors. Drawing upon conservation of resources theory, we test our multilevel model through an experience sampling study over 15 days. By taking an interactional approach, the results support the role of leaders’ exercises in leading their group-level contributions to the team, which moderates the individual-level relationship between employees’ taking exercises and customer helping behaviors via engagement. |
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