Abusive supervision and frontline employees' service performance

被引：94

作者：

Jian, Zhaoquan ^{[2
]}

Kwan, Ho Kwong ^{[1
]}

Qiu, Qian ^{[3
]}

Liu, Zhi Qiang ^{[4
]}

Yim, Frederick Hong-Kit ^{[5
]}

机构：

[1] Drexel Univ, Dept Management, Philadelphia, PA 19104 USA

[2] S China Univ Technol, Sch Business Adm, Guangzhou, Guangdong, Peoples R China

[3] Shandong Univ, Sch Civil Engn, Jinan 250100, Peoples R China

[4] Huazhong Univ Sci & Technol, Sch Business Adm, Wuhan 430074, Peoples R China

[5] Hong Kong Baptist Univ, Dept Mkt, Kowloon Tong, Hong Kong, Peoples R China

来源：

SERVICE INDUSTRIES JOURNAL | 2012年 / 32卷 / 05期

关键词：

abusive supervision; service performance; organization-based self-esteem; relational-interdependent self-construal; SELF-ESTEEM; ORGANIZATIONAL CONTEXT; WORK; WORKPLACE; CONSEQUENCES; ANTECEDENTS; DEFINITION; VALIDATION; PREDICTORS; MODERATION;

D O I：

10.1080/02642069.2011.614338

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

The present study examines the link between abusive supervision and frontline employees' service performance by focusing on the mediating role of organization-based self-esteem (OBSE) and the moderating role of relational-interdependent self-construal (RISC). The results of analysing 324 supervisor-subordinate dyads in five large hotels in China revealed a negative relationship between abusive supervision and service performance via OBSE. In addition, RISC moderates the mediating effect of OBSE on the abusive supervision-service performance relationship such that the mediating effect is stronger when RISC is high rather than low. Theoretical and managerial implications of these findings are discussed.

引用

页码：683 / 698

页数：16

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