http://dx.doi.org/10.1016/j.ijhm.2011.01.004">
 

Document Type

Journal Article

Department/Unit

Department of Management

Title

The impact of workplace ostracism in service organizations

Language

English

Abstract

This study examines the effects of personal and situational determinants on work engagement and service performance. Drawing on Conservation of Resources (COR) Theory, we hypothesize that workplace ostracism will reduce work engagement and service performance and that highly neurotic individuals are more susceptible to ostracism. To test the model, we collect longitudinal data from 304 supervisor-subordinate dyads in 19 Chinese hotels. As predicated, we find that: (1) workplace ostracism is negatively related to service performance; (2) workplace ostracism negatively impacts employee service performance via work engagement; and (3) neuroticism strengthens workplace ostracism's direct effect on work engagement and indirect effect on service performance. The implications of these findings, the strengths and limitations of the study, and directions for future research are discussed. © 2011 Elsevier Ltd.

Keywords

Neuroticism, Service performance, Work engagement, Workplace ostracism

Publication Date

2011

Source Publication Title

International Journal of Hospitality Management

Volume

30

Issue

4

Start Page

836

End Page

844

Publisher

Elsevier

ISSN (print)

02784319

ISSN (electronic)

18734693

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