Purpose Drawing on the self-cognitive theory, this study aims to propose a conceptual model that links customer mistreatment with different types of helping behaviors through the self-efficacy mechanism. Design/methodology/approach The empirical analysis made use of the original data of three hotels located in southern China. The authors tested the hypotheses with a three-wave survey of a sample of 430 frontline workers in 95 groups. Findings Customer mistreatment may reduce employees’ self-efficacy, which has both positive and negative effects depending on the type of helping. Moreover, the coworkers’ supporting climate buffered the influence of self-efficacy on autonomous and dependent helping. Originality/value The authors resolve the ambiguity surrounding customer mistreatment-helping and self-efficacy-helping relations. Thus, the authors extend the knowledge on the influence of customer mistreatment and self-efficacy on helping behaviors by establishing that both positive and negative effects may exist depending on the type of helping. Moreover, this study identifies the predictive role of self-efficacy in autonomous and dependent helping.

Purpose The purpose of this study is to provide insights into bootleg innovation by investigating whether perceived hindrance stressors play an important role in bootlegging and how different organizational ownership types (state-owned enterprises (SOEs) vs non-SOEs) affect this relationship. Design/methodology/approach The study samples comprised 3,967 employees from 674 knowledge-intensive companies in southern China. Multilevel structural equation modeling was used to test the hypotheses. Findings Drawing on the conservation of resources (COR) theory, the results show that hindrance stressors have a curvilinear (U-shaped) influence on bootleg innovation, and that the curve relationship between the hindrance stressors and bootlegging is more pronounced among employees in non-SOEs. Practical implications The findings indicate that either a low or high level of hindrance stressors can activate a high level of bootlegging activities among employees. These results suggest that managers need to be vigilant in detecting the level of hindrance because different motivations predominate at different stressor levels. Originality/value Based on the COR theory, the findings cast perceived hindrance stressors as an antecedent of bootlegging at the individual level. The inquiry into state ownership types further provides a comprehensive understanding of the non-linear relationship between hindrance stressors and bootlegging.

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