Abusive supervision and frontline employees' service performance

Zhaoquan Jian, Ho Kwong Kwan, Qian Qiu, Zhi Qiang Liu and Frederick Hong-kit Yim

The Service Industries Journal, 2011, vol. 32, issue 5, 683-698

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.

Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:32:y:2011:i:5:p:683-698

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DOI: 10.1080/02642069.2011.614338

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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