Abstract
This study examines the mediating roles that self-efficacy and team commitment play in the relationship between relative leader-member exchange (RLMX) and customer service behaviors. Drawing on the optimal distinctiveness theory, this study also examines the moderating roles that team-level differentiations in leader-member exchange (LMX) and team-member exchange (TMX) play in the relationship between RLMX and customer service behaviors. Using data from 467 frontline employees in hotel restaurants, results show that self-efficacy and team-commitment both mediate the relationship between RLMX and customer service behaviors. The differentiations in LMX and TMX significantly interact with RLMX for self-efficacy and team commitment and also moderate the mediations of RLMX on customer service behaviors. Employees’ self-efficacy and team commitment depend more on RLMX when LMX differentiation was low or when TMX differentiation was high than when LMX differentiation was high or when TMX differentiation was low.
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