Department of Marketing
Abusive supervision and frontline employees' service performance
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.
abusive supervision, organization-based self-esteem, relational-interdependent self-construal, service performance
Source Publication Title
Service Industries Journal
Taylor & Francis
Link to Publisher's Edition
Jian, Zhaoquan, Ho Kwong Kwan, Qian Qiu, Zhi Qiang Liu, and Frederick Hong-kit Yim. "Abusive supervision and frontline employees' service performance." Service Industries Journal 32.5 (2012): 683-698.