The impact of workplace ostracism in service organizations

Alicia S M LEUNG*, L. Z. Wu, Amy Y Y CHEN, Michael YOUNG

*Corresponding author for this work

    Research output: Contribution to journalJournal articlepeer-review

    165 Citations (Scopus)


    This study examines the effects of personal and situational determinants on work engagement and service performance. Drawing on Conservation of Resources (COR) Theory, we hypothesize that workplace ostracism will reduce work engagement and service performance and that highly neurotic individuals are more susceptible to ostracism. To test the model, we collect longitudinal data from 304 supervisor-subordinate dyads in 19 Chinese hotels. As predicated, we find that: (1) workplace ostracism is negatively related to service performance; (2) workplace ostracism negatively impacts employee service performance via work engagement; and (3) neuroticism strengthens workplace ostracism's direct effect on work engagement and indirect effect on service performance. The implications of these findings, the strengths and limitations of the study, and directions for future research are discussed.

    Original languageEnglish
    Pages (from-to)836-844
    Number of pages9
    JournalInternational Journal of Hospitality Management
    Issue number4
    Publication statusPublished - Dec 2011

    Scopus Subject Areas

    • Tourism, Leisure and Hospitality Management
    • Strategy and Management

    User-Defined Keywords

    • Neuroticism
    • Service performance
    • Work engagement
    • Workplace ostracism


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