Workplace ostracism and proactive customer service performance: A conservation of resources perspective

doi:10.1016/j.ijhm.2017.04.004

CORC > 上海财经大学 > 上海财经大学

	Workplace ostracism and proactive customer service performance: A conservation of resources perspective
	Zhu, Hong 1; Lyu, Yijing 2; Deng, Xincai 3; Ye, Yijiao 4
刊名	INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
	2017-07
卷号	64 页码:62-72
关键词	Workplace ostracism Proactive customer service performance Job tension Customer orientation Need for affiliation
ISSN号	0278-4319
DOI	10.1016/j.ijhm.2017.04.004
英文摘要	This study tests the impact of workplace ostracism on hospitality employees' proactive customer service performance (PCSP). Drawing upon the conservation of resources theory, we investigate the effects of two sequential mediators (i.e. job tension and customer orientation) and the moderating effect of need for affiliation. Using a time-lagged research design and the data from 16 hotels in China, we find that workplace ostracism positively influences job tension; job tension decreases customer orientation, which in turn undermines employees' PCSP. Moreover, we find that need for affiliation exacerbates the effect of workplace ostracism on job tension such that the effect is stronger when employees' need for affiliation is high rather than low. We discuss the theoretical and practical implications subsequently. (C) 2017 Elsevier Ltd. All rights reserved.
WOS研究方向	Social Sciences - Other Topics
语种	英语
出版者	ELSEVIER SCI LTD
WOS记录号	WOS:000404319200007
内容类型	期刊论文
源URL	[http://10.2.47.112/handle/2XS4QKH4/948]
专题	上海财经大学
通讯作者	Lyu, Yijing
作者单位	1.Sun Yat Sen Univ, Sch Tourism Management, Guangzhou, Guangdong, Peoples R China; 2.Shanghai Univ Finance & Econ, Sch Int Business Adm, Shanghai 200433, Peoples R China; 3.Guizhou Normal Univ, Sch Econ & Management, Guiyang, Peoples R China; 4.Xiamen Univ, Sch Management, Xiamen, Peoples R China
推荐引用方式 GB/T 7714	Zhu, Hong,Lyu, Yijing,Deng, Xincai,et al. Workplace ostracism and proactive customer service performance: A conservation of resources perspective[J]. INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT,2017,64:62-72.
APA	Zhu, Hong,Lyu, Yijing,Deng, Xincai,&Ye, Yijiao.(2017).Workplace ostracism and proactive customer service performance: A conservation of resources perspective.INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT,64,62-72.
MLA	Zhu, Hong,et al."Workplace ostracism and proactive customer service performance: A conservation of resources perspective".INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT 64(2017):62-72.