Gain without pay causes lazybones' loss: The influence of formal and informal leader-member relationships on customer service performance

摘要

Purpose Building on social informational processing theory, the purpose of this paper is to develop and test a theoretical model of moderated mediation in which social loafing tendency serves as an intervening mechanism that explains associations among two dimensions of leader-member relationships (formal and informal relationships, namely, leader-member exchange and leader-member guanxi) and customer service performance.