Chapter 5 DISCUSSION
5.5 Conclusion
This study integrates and extends the theories of social comparison, self-concept, and the COR theory to test a conceptual model that answers why and when do service employees engage in self-protective or self-enhancing strategies in reaction to their NCB experience relative to coworkers. Supporting the resource conservation view, employees tend to engage in self-protective actions in resource depletion situation, and less engaged in self-enhancing strategies. In addition, unsupportive work environment was found to exacerbate the negative
impact of RNCB, and this further extends the COR theory in understanding the role of external resource as a boundary condition in the resource-loss process.
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