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 journalJournal articlepeer-review

    96 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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