Coworker Support Exceeding Expectations as a Double-Edged Sword: The Role of Workplace Status

Most prior research has assumed that employees always appreciate coworker support. However, coworker support exceeding expectations can be considered a double-edged sword in the workplace. Drawing on expectation violation theory, this research explores when and how coworker support exceeding expectations becomes a positive or negative expectation violation that influences employees' interpersonal behaviour. We propose that when employees have a lower level of workplace status, coworker support exceeding their expectations is more likely to be a positive expectation violation and, therefore, will be positively related to employee gratitude and interpersonal citizenship behaviour. In contrast, when employees have a higher level of workplace status, coworker support exceeding expectations tends to be a negative expectation violation and, in turn, is positively related to employee shame and interpersonal counterproductive work behaviour. Two multiwave field surveys with Chinese employees and two scenario-based experiments with Western workers largely support our hypotheses.