Workplace knowledge hiding among front line employees: moderation of felt obligation

Abstract

Purpose

Front line employees (FLEs) duel challenges of handling exceedingly customer demands and stressful supervision. Service organizations highly dependent on knowledge sharing among organizational employees. This study incorporates the unique internal and external negative forces of abusive supervision and customer mistreatment, forming a negative emotion towards the organization and customers and reduces the knowledge sharing appetite. This study aims to demonstrate the effect of the abusive supervision and customer mistreatment on the revenge attitude and felt obligation to moderate the knowledge hiding.

Design/methodology/approach

Survey data collected from the 201 lower rank police officers, who were directly interacting with their respective supervisors and public members (customers). Cross-sectional collected data analysed using structural equation modelling partial least square regression in SmartPLS 3.1.

Findings

FLEs perceived abusive supervision and customer mistreatment significantly influence the revenge attitude. The revenge attitude significantly explicates the lack of sharing, playing dumb and rationalized knowledge hiding among FLEs. However, the effect of revenge attitude on the evasive knowledge hiding was insignificant. Moreover, the effect of felt obligation significantly explains the evasive and playing dumb knowledge hiding among the FLEs. Felt obligation significantly moderates the revenge attitude and playing dumb knowledge hiding.

Research limitations/implications

Limitations of study included the direct and indirect role of other factors that can bring more understanding of the knowledge hiding behaviors in the future research. These factors could be culture, service delivery nature and work system at the macro-level,and personality type, ability to focus and locus of control at a personal level, inducing the knowledge hiding behaviors.

Practical implications

The study results highlight the consequences of abusive supervision and mistreatment from the customer as a revenge attitude among the FLEs. Moreover, the revenge attitude may not leads to knowledge hiding with harmful purposes. However, felt obligation at a personal level can reduce the knowledge hiding attitudes at the workplace. A trust climate can promote knowledge sharing.

Originality/value

The study is the first of its kind to explore the FLEs negative emotion of revenge triggered by the abusive supervision and mistreatment from customer leads to different aspects of knowledge hidings. Knowledge hiding is not always associated with the negative motivation and curtailed with the promotion of felt obligation at employee levels. The study also extends the knowledge hiding behaviours antecedents within the work settings. Moreover, the management of knowledge hiding behaviours curtailed with the enhancement of employees felt an obligation. Service industries need to realize the importance of managing customer expectation and supervisor role for better service performance with the promotion of knowledge sharing within the organization.

Citation

Rasheed, K., Mukhtar, U., Anwar, S. and Hayat, N. (2022), "Workplace knowledge hiding among front line employees: moderation of felt obligation", VINE Journal of Information and Knowledge Management Systems, Vol. 52 No. 2, pp. 284-302. https://doi.org/10.1108/VJIKMS-04-2020-0073