期刊
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
卷 53, 期 -, 页码 69-80出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.ijhm.2015.12.001
关键词
Abusive supervision; Customer-oriented OCB; Work engagement; Hostile attribution bias
资金
- National Natural Science Foundation of China [71472116]
We examined the relationship between abusive supervision and hospitality employees' customer oriented organizational citizenship behavior (OCB). Employing the conservation of resources theory, we explain the mediating role of work engagement. We further examine the moderating role of hostile attribution bias in exacerbating the abusive supervision and work engagement relationship. Using time-lagged data from 12 hotels in China, we found that abusive supervision negatively affected service employees' customer-oriented OCB by undermining work engagement. In addition, our findings indicated that hostile attribution bias strengthened the direct effect of abusive supervision on work engagement and the indirect effect of abusive supervision on customer-oriented OCB via work engagement such that the relationships were stronger when hostile attribution bias was high rather than low. The theoretical and managerial implications of these results are discussed. (C) 2015 Elsevier Ltd. All rights reserved.
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