Abusive supervision and frontline employees' service performance

Zhaoquan Jian, Ho Kwong Kwan, Qian Qiu, Zhi Qiang Liu, Frederick Hong-kit Yim
  • Service Industries Journal, April 2012, Taylor & Francis
  • DOI: 10.1080/02642069.2011.614338

What is it about?

The present study examines the link between abusive supervision and frontline employees’ service performance by focusing on the mediating role of organizationbased self-esteem (OBSE) and the moderating role of relational-interdependent selfconstrual (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.

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The following have contributed to this page: Dr Ho Kwong Kwan