The Impact of Compulsory Citizenship Behavior on Employee Complaints: Exploring the Mediating Role of Anger and the Moderating Effect of Leader-Member Exchange

This study extends affective events theory (AET) by exploring how compulsory citizenship behavior (CCB) shapes employee complaints through anger, and how leader–member exchange (LMX) moderates this process. Using data from 394 leader–member dyads in a Taiwanese public organization, the results show that employees compelled to perform extra-role behaviors experience stronger anger, which in turn increases their likelihood of complaining. Anger thus mediates the CCB–complaints relationship, while high-quality LMX weakens these negative effects. By highlighting both the emotional mechanism and the relational boundary conditions, this study advances understanding of why CCB elicits adverse employee reactions and offers practical insights for organizations seeking to manage extra-role demands more effectively. Additionally, the study underscores practical implications for organizations, suggesting that leaders who cultivate strong, positive relationships with subordinates are better equipped to manage the negative affective responses associated with CCB, thereby fostering more positive employee behaviors.