Abusive supervision and frontline employees' service performance

Zhaoquan Jian, Ho Kwong Kwan, Qian Qiu, Zhi Qiang Liu, Frederick H K YIM

Research output: Contribution to journalArticlepeer-review

60 Citations (Scopus)

Abstract

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.

Original languageEnglish
Pages (from-to)683-698
Number of pages16
JournalService Industries Journal
Volume32
Issue number5
DOIs
Publication statusPublished - Apr 2012

Scopus Subject Areas

  • Strategy and Management
  • Management of Technology and Innovation

User-Defined Keywords

  • abusive supervision
  • organization-based self-esteem
  • relational-interdependent self-construal
  • service performance

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