Abusive supervision and frontline employees' service performance

Zhaoquan Jian; Ho Kwong Kwan; Qian Qiu; Zhi Qiang Liu; Frederick Hong kit Yim

doi:10.1080/02642069.2011.614338

Abusive supervision and frontline employees' service performance

Zhaoquan Jian, Ho Kwong Kwan, Qian Qiu, Zhi Qiang Liu, Frederick Hong kit Yim

Research output: Contribution to journal › Journal article › peer-review

98 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 language	English
Pages (from-to)	683-698
Number of pages	16
Journal	Service Industries Journal
Volume	32
Issue number	5
DOIs	https://doi.org/10.1080/02642069.2011.614338
Publication status	Published - 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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10.1080/02642069.2011.614338

Cite this

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title = "Abusive supervision and frontline employees' service performance",

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.",

keywords = "abusive supervision, organization-based self-esteem, relational-interdependent self-construal, service performance",

author = "Zhaoquan Jian and Kwan, {Ho Kwong} and Qian Qiu and Liu, {Zhi Qiang} and Yim, {Frederick Hong kit}",

note = "Funding Information: This work was supported by research funds from National Natural Science Fund of China (70872030; 70972017). The authors would like to thank Bennett Tepper for his helpful comments on early drafts of this paper.",

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T1 - Abusive supervision and frontline employees' service performance

AU - Jian, Zhaoquan

AU - Kwan, Ho Kwong

AU - Qiu, Qian

AU - Liu, Zhi Qiang

AU - Yim, Frederick Hong kit

N1 - Funding Information: This work was supported by research funds from National Natural Science Fund of China (70872030; 70972017). The authors would like to thank Bennett Tepper for his helpful comments on early drafts of this paper.

PY - 2012/4

Y1 - 2012/4

N2 - 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.

AB - 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.

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DO - 10.1080/02642069.2011.614338

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JF - Service Industries Journal

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Abusive supervision and frontline employees' service performance

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