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Document Type

Journal Article

Department/Unit

Department of Marketing

Title

Abusive supervision and frontline employees' service performance

Language

English

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. © 2012 Copyright Taylor and Francis Group, LLC.

Keywords

abusive supervision, organization-based self-esteem, relational-interdependent self-construal, service performance

Publication Date

2012

Source Publication Title

Service Industries Journal

Volume

32

Issue

5

Start Page

683

End Page

698

Publisher

Taylor & Francis

ISSN (print)

02642069

ISSN (electronic)

17439507

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