Interpersonal conflict at work and knowledge hiding in service organizations: the mediator role of employee well-being

Abstract

Purpose

This paper aims to explore the effects of interpersonal conflicts in the social workplace on various rationalized, knowledge-hiding behaviors in service organizations. This research also examines employee well-being as a mediator to explain the effects of interpersonal conflicts at work on knowledge-hiding behaviors.

Design/methodology/approach

First, relevant literature provided the theoretical basis for the conceptual model that links the core constructs of this research. A quantitative study collected data from 395 employees of a global consulting firm with a branch located in a developing country. Finally, an analysis of the structural equation modeling with MPlus 7 software tested the measurement and the structural model.

Findings

The results of this study suggest that interpersonal conflict at work influences knowledge-hiding and that employee’s well-being mediates this relationship. In other words, employees strategically choose what knowledge-hiding behaviors to use – such as evasion or “playing dumb” – to cope with the lack of well-being caused by high interpersonal conflicts in the workplace.

Originality/value

Although contextual and individual factors may trigger knowledge-hiding behavior at work, the current literature has overlooked the combined effects of such factors, especially in service settings. Knowledge hiding in service organizations is a weakness that can lead to significant economic losses, especially in firms that are intensively knowledge-based. Thus, it is necessary to identify the antecedents of knowledge-hiding behavior to deter low performance in these organizations.

Citation

Losada-Otálora, M., Peña-García, N. and Sánchez, I.D. (2020), "Interpersonal conflict at work and knowledge hiding in service organizations: the mediator role of employee well-being", International Journal of Quality and Service Sciences, Vol. 13 No. 1, pp. 63-90. https://doi.org/10.1108/IJQSS-02-2020-0023