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Supervisor incivility and frontline employees’ performance amid the COVID-19 pandemic: A multilevel moderated mediation analysis

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  • Gaan, Niharika
  • Shin, Yuhyung

Abstract

Underpinned by conservation of resources (COR) theory, the study examines how supervisor incivility affects in- and extra-role performance by assessing the intermediary role of self-efficacy of frontline employees (FLEs) and moderating role of person-job fit (P-J Fit) at the store-level in the COVID-19 context. The study samples 366 FLEs from 48 retail stores in India. The findings show that the association between supervisor incivility and FLEs’ in- and extra-role performance through self-efficacy is only strong when the P-J Fit remains weak. The theoretical model backed by empirical findings provides potential value to the existing literature.

Suggested Citation

  • Gaan, Niharika & Shin, Yuhyung, 2023. "Supervisor incivility and frontline employees’ performance amid the COVID-19 pandemic: A multilevel moderated mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    • Handle: RePEc:eee:joreco:v:73:y:2023:i:c:s0969698923000942
    DOI: 10.1016/j.jretconser.2023.103347
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