CAJ | 학술논문

员工的反生产行为作为一种负面行为，逐渐受到学术界的关注。本文以资源保存理论为基础，从情绪耗竭的角度探讨了服务组织中外部因素（顾客不公平）如何导致员工反生产行为，并分别考察了组织认同和职业认同对顾客不公平与反生产行为之间关系的调节效应。采用103名服务员工和26名直接主管的配对问卷数据对研究假设进行验证。实证结果表明：（1）顾客不公平与员工指向组织的及指向个体的反生产行为之间均存在正相关关系；（2）情绪耗竭在顾客不公平与指向组织的反生产行为之间起到完全中介作用；（3）组织认同对顾客不公平与情绪耗竭之间的关系起到负向调节作用。
원공적반생산행위작위일충부면행위，축점수도학술계적관주。본문이자원보존이론위기출，종정서모갈적각도탐토료복무조직중외부인소（고객불공평）여하도치원공반생산행위，병분별고찰료조직인동화직업인동대고객불공평여반생산행위지간관계적조절효응。채용103명복무원공화26명직접주관적배대문권수거대연구가설진행험증。실증결과표명：（1）고객불공평여원공지향조직적급지향개체적반생산행위지간균존재정상관관계；（2）정서모갈재고객불공평여지향조직적반생산행위지간기도완전중개작용；（3）조직인동대고객불공평여정서모갈지간적관계기도부향조절작용。
As a kind of negative behavior, employees’ counterproductive work behavior（CWB） has been paid more attention by academic community gradually. This paper discusses how customer injustice, which is an external factor of service organizations, results in employees’ CWB from the perspective of emotional exhaustion based on the conservation of resources theory. In addition, the paper explores the moderating effects of organizational identification and occupational identification on the relationship between customer injustice and employees’ CWB. This study examines the hypotheses using the matching questionnaire data of 103 service employees and 26 supervisors. The empirical results show that （ 1 ） customer injustice is positively related to both employees ’ CWB-O and CWB-I and （ 2 ） emotional exhaustion plays a full mediating role in the relationship between customer injustice and CWB-O and （ 3 ） the relationship between customer injustice and emotional exhaustion is negatively moderated by organizational identification.