近朱者不赤，近墨者必黑？－－第一線服務人員的同儕效應及德行領導與個人自尊的調節效果

Does One Take the Behavior of One's Company?–The Peer Influence of Frontline Employees, and the Moderating Effects of Moral Leadership and Self-Esteem

同儕行為及其效果在工作團體研究中相當受到重視，成員會觀察並學習同儕所展現的行為。過去研究大多聚焦於相同行為的學習效果，很少對不同行為的影響有細緻的討論，而無法窺見同儕行為對個人行為影響之全貌。有鑑於此，本研究以社會學習理論為基礎，考量行為的正面與負面性質，探討了同儕服務導向組織公民行為（正面行為）與服務破壞（負面行為），對第一線服務人員服務導向組織公民行為與服務破壞的影響，並察看德行領導與個人自尊在其間的干擾角色。研究對象包括40家飯店、539位的第一線服務人員，結果顯示，同儕服務導向組織公民行為與個人服務導向組織公民行為具有正向關係，同儕服務破壞與個人服務破壞具正向關係；同儕服務破壞與個人服務導向組織公民行為具有負向關係。此外，德行領導與個人自尊會調節同儕服務破壞對個人服務破壞的影響效果。除了少數假設不獲支持外，其餘假設都獲得了資料的支持。最後，針對研究結果進行討論，並指出本研究的理論與實務意涵，以及未來的研究方向。

The influence of peer behavior on individual behavior is an important topic in work group research. However, most previous research focused on examining that people learned the same behavior from peers, but rarely examined the generalized effects. In order to fill this theoretical gap, we based on social learning theory and considered positive and negative behavior at the same time, explored the influence of peers' service-oriented organizational citizenship behavior (positive behavior) and service sabotage (negative behavior) on individual service-oriented organizational citizenship behavior and service sabotage, and examined the moderating effects of moral leadership and self-esteem. 539 frontline employees in 40 hotels were enrolled in this study. The results showed that peer service-oriented organizational citizenship behavior was positively related to individual service-oriented organizational citizenship behavior. Peer service sabotage was positively related to individual service sabotage, but negatively related to service-oriented organizational citizenship behavior. In addition, moral leadership and self-esteem would moderate the relationship between peer service sabotage and individual service sabotage. Finally, we discussed the theoretical and practical implications of these findings.