Abusive supervision and frontline employees' service performance
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.
Year of publication: |
2011
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Authors: | Jian, Zhaoquan ; Kwan, Ho Kwong ; Qiu, Qian ; Liu, Zhi Qiang ; Yim, Frederick Hong-kit |
Published in: |
The Service Industries Journal. - Taylor & Francis Journals, ISSN 0264-2069. - Vol. 32.2011, 5, p. 683-698
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Publisher: |
Taylor & Francis Journals |
Saved in:
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