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Abusive supervision and frontline employees' service performance

Author

Listed:
  • Zhaoquan Jian
  • Ho Kwong Kwan
  • Qian Qiu
  • Zhi Qiang Liu
  • Frederick Hong-kit Yim

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.

Suggested Citation

  • Zhaoquan Jian & Ho Kwong Kwan & Qian Qiu & Zhi Qiang Liu & Frederick Hong-kit Yim, 2011. "Abusive supervision and frontline employees' service performance," The Service Industries Journal, Taylor & Francis Journals, vol. 32(5), pages 683-698, August.
    • Handle: RePEc:taf:servic:v:32:y:2011:i:5:p:683-698
    DOI: 10.1080/02642069.2011.614338
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    References listed on IDEAS

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    1. Brockner, Joel & De Cremer, David & van den Bos, Kees & Chen, Ya-Ru, 2005. "The influence of interdependent self-construal on procedural fairness effects," Organizational Behavior and Human Decision Processes, Elsevier, vol. 96(2), pages 155-167, March.
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    5. Osman M. Karatepe & Hasan Kilic, 2006. "The effects of two directions of conflict and facilitation on frontline employees’ job outcomes," The Service Industries Journal, Taylor & Francis Journals, vol. 29(7), pages 977-993, December.
    6. Julian Gould-Williams, 1999. "The Impact of Employee Performance Cues on Guest Loyalty, Perceived Value and Service Quality," The Service Industries Journal, Taylor & Francis Journals, vol. 19(3), pages 97-118, July.
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