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Abusive supervision and frontline employees' service performance |
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| Authors: | Zhaoquan Jian Qian Qiu Zhi Qiang Liu Frederick Hong-kit Yim |
| Institution: | 1. School of Business Administration , South China University of Technology , Guangzhou , People's Republic of China;2. School of Civil Engineering , Shandong University , Jinan , People's Republic of China;3. School of Business Administration , Huazhong University of Science and Technology , Wuhan , People's Republic of China;4. Department of Marketing , Hong Kong Baptist University , Kowloon Tong , Hong Kong |
| 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. |
| Keywords: | abusive supervision service performance organization-based self-esteem relational-interdependent self-construal |