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. Design/methodology/approach The authors designed a field study to test the hypotheses presented in this paper. A survey of 304 supervisor–employee pairs and matched customers generally provide support for this model. Findings The authors found that social loafing tendency played a mediating role between leader–member relationships and customer service performance. Co-worker service-oriented OCB moderated the positive relationship between leader–member guanxi and loafing tendency. Research limitations/implications More samples should be collected from both private and state-owned company. Both the informal and formal leader–member relationships should be unanimously included in examining how the leader–member relationships influence focal employee’s attitude and behavior, particularly in societies where the informal relationship plays noticeable role. Practical implications Managers should properly deal with formal and informal relationship with subordinates. Originality/value The influence of leader–member guanxi on employees and organization is controversial in extant literature. In some sense, this finding contributes to extant literature by further clarifying the influence of guanxi on the focal employee’s performance.

中文翻译：

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无偿获得会导致懒骨头的损失

目的建立在社会信息处理理论的基础上，本文的目的是开发和测试一种适度调解的理论模型，其中，社会游荡倾向是一种干预机制，可以解释领导者-成员关系的两个维度（正式和非正式关系）之间的关联（即领导者－成员交流和领导者－成员关系）以及客户服务绩效。设计/方法论/方法作者设计了一项现场研究，以检验本文提出的假设。对304名主管和员工对以及匹配的客户进行的调查通常为该模型提供支持。结论作者发现，社交流浪倾向在领导者－成员关系与客户服务绩效之间起着中介作用。以同事服务为导向的OCB减轻了领导成员关系与游荡倾向之间的积极关系。研究的局限性/意义应该从私营和国有公司收集更多的样本。在检查领导者-成员关系如何影响主要员工的态度和行为时，应一致包括非正式和正式的领导者-成员关系，特别是在非正式关系起着重要作用的社会中。实际意义经理应正确处理与下属之间的正式和非正式关系。原创性/价值领导成员关系对员工和组织的影响在现有文献中存在争议。在某种意义上，