Search results

This daily diary study aims to examine the influences of daily poor sleep quality on employees’ emotional exhaustion at work via negative affect at home. Additionally, this study examines the moderating effects of day-level customer mistreatment and person-level workplace mindfulness in hotel frontline employees’ daily spillover from the nonwork domain to the work domain.

An experience sampling method was applied, and the survey data were collected from 98 frontline service employees in the hotel industry in China. This study included a one-time initial survey and a ten-day daily diary study.

This study reveals that frontline service employees’ poor sleep quality of the previous night influences their emotional exhaustion after work through negative affect at home. On days when employees perceived a low level of customer mistreatment, the daily positive association between negative affect at home and emotional exhaustion after work would be attenuated. Moreover, employees with a higher level of workplace mindfulness are less likely to be influenced by the negative affect at home.

This study suggests that hospitality organizations should extend their focus on caring about employees’ nonwork life quality, such as improving daily sleep quality and providing workplace mindfulness trainings.

This study adds to the current literature on work and nonwork spillover by considering the spillover process from employees’ nonwork domains to work domains by taking a dynamic and multilevel perspective.

Based on the person-environment (P-E) fit theory, this study aims to explore the effect of customer mistreatment on the reduced service performance of hospitality employees mediated by person-job (P-J) fit perceptions and moderated by job crafting.

The authors tested this study’s hypotheses with a nine-day diary study involving 83 service employees located in Lanzhou, China; a total of 548 daily surveys were completed. The authors used multilevel structural equation modeling to analyze the data.

Employees who experienced daily customer mistreatment suffered diminished P-J fit perceptions, leading to lower levels of service performance the next day. In addition, job crafting significantly buffered the impact of customer mistreatment on P-J fit perceptions and the indirect impact of customer mistreatment on service performance through P-J fit perceptions.

Given the damaging effect that customer mistreatment has on service performance, where employees’ P-J fit perceptions are impaired, hotel managers should implement service competence improvement training programs and managerial preventions to reduce the possibility of customer mistreatment behavior. The moderating role of job crafting behavior suggests that managers should offer supportive practices (i.e. job autonomy) to encourage job crafting behaviors among employees.

This study reveals that individuals’ P-J fit perceptions can explain the damaging impacts of customer mistreatment on service performance, a finding that contributes valuable information to the literature on customer mistreatment and P-E fit. Second, this study also tests the impact of individuals’ job crafting behaviors in terms of mitigating the negative effect of customer mistreatment. Finally, this study’s findings broaden the scope of predictors of P-J fit perceptions by revealing that customer mistreatment can pose a threat to hospitality employees’ P-J fit perceptions.

This study aims to investigate the impact of service employees’ agreeableness personality and daily self-esteem on their daily interpersonal behaviors in terms of interpersonal harmony and counterproductive work behavior toward other individuals (CWB-I). Furthermore, this study examines whether the impact of daily self-esteem on daily interpersonal behaviors is moderated by the quality of service employees’ relationship with their manager and leader–member exchange (LMX).

Using a sample of 111 restaurant employees in China who took daily surveys with 1,412 ratings for 10 consecutive days, a longitudinal analysis was conducted to test the research hypotheses using hierarchical linear modeling.

The results show that agreeableness personality predicted daily interpersonal harmony but had no significant effect on daily CWB-I. It was also found that daily self-esteem predicted both daily interpersonal harmony and daily CWB-I, and LMX moderated the effect of daily self-esteem on daily interpersonal behaviors.

Given the fluctuation of employees’ interpersonal behaviors, organizations should guide the variability of interpersonal behaviors in the positive direction. To promote daily interpersonal harmony and reduce daily CWB-I, managers could focus on recruiting employees with agreeableness, offering daily self-esteem training and enhancing the quality of LMX.

This research is unique in its objectives to examine what influences service employees’ interpersonal behaviors on a daily basis and its methods to implement a longitudinal approach unlike previous studies that often relied on cross-sectional designs to enhance the ecological validity of the findings.

Research on coping at work has tended to adopt a between-person perspective, producing inconsistent findings on well-being outcomes. This focus on interindividual differences is in contrast to many theories that position coping as process, hence, as an intraindividual process that unfolds over time in response to job stressors and appraisals. The authors propose that focusing more on the within-person coping processes and integrating them with learning perspectives has the potential to advance our understanding. More specifically, coping behavior and well-being can be seen as an outcome of current and past learning processes. In this chapter, the authors discuss three mechanisms that explain how coping processes can produce positive versus negative effects on well-being, and how coping can be integrated into a learning framework to explain these pathways. First, the stress process entails encoding and evaluation of the situation and, as a consequence, deployment of suitable coping behavior. Over and above the efforts that have to be invested to understand the stressful situation, the coping behavior itself also requires time and energy resources. Second, coping behavior likely co-occurs with learning processes such as reflection, exploration, and exploitation. These learning processes require further time and cognitive resources. Third, although coping behaviors and their accompanying learning processes have the potential to drain resources at the within-person level, they can also build up interindividual coping resources such as a broader repertoire and coping flexibility. These between-level differences equip employees to deal with future stressors.

This study investigates how healthcare workers' venting - an emotion-focused form of coping during non-working hours - has unintended costs via its effect on spouses' reattachment to work if life partners are dual-earners. Research also examined anxiety as a causal mechanism that connects the receipt of venting with failure in reattachment to work. Lastly, our theory suggests that not everyone has the same experience with venting; the effect varies at different levels of emotional intelligence.

Multilevel path analysis using MPlus 8.3 was conducted to examine the daily survey data obtained from 101 spouses of healthcare workers over four consecutive workdays using the experience sampling technique.

The results suggested that receipt of venting increases anxiety and adversely influences reattachment to work through increased anxiety. The findings supported the suggested model's predictions, indicating that anxiety mediated the link between the receipt of venting and reattachment to work, and the mediation was partial. Further, emotional intelligence buffers the positive effect of receipt of venting on anxiety and the negative on reattachment to work. Lastly, the findings indicate that moderated mediation exists: the indirect effect of receipt of venting on reattachment to work is not as strong at higher levels of emotional intelligence.

This study is the first attempt that identified the receipt of venting as a predictor of reattachment to work. Moreover, up till now, no study has examined the mediating role of anxiety in the relationship between receipt of venting and reattachment to work. Finally, this is the preliminary effort that validated the moderating role of emotional intelligence on the above-mentioned links.

This study examined the dual roles of supervisor-directed surface acting (SDSA) and unfairness talk emerging from low overall justice judgments and the impact of these variables on subordinates' job satisfaction and emotional exhaustion.

Working professionals (n = 203) were sampled from online panel services in a time-separated data collection design.

SDSA was found to mediate the relationships of overall justice with emotional exhaustion and job satisfaction. Additionally, unfairness talk reduced the debilitating effect of SDSA on emotional exhaustion, not job satisfaction.

The paper highlights the importance of supervisors understanding the problematic nature of ongoing interactions with subordinates after unjust events occur.

This study helps to better explain why overall justice assessments influence subordinates' job satisfaction and emotional exhaustion. Additionally, the findings show that unfairness talk may not be as detrimental as suggested in recent studies, and it acts as a coping mechanism when contending with high SDSA, especially when emotional exhaustion is considered.

Drawing upon the conservation of resources theory, this study aims to investigate whether, how and when salespeople’s substantive attribution of the organization’s corporate social responsibility (CSR) affects value-based selling (VBS). The authors argue that salespeople’s substantive CSR attribution increase value-based selling through two mechanisms (i.e. by lowering emotional exhaustion and increasing empathy), and treatment by customers can increase or decrease the strength of these relationships.

B2B salespeople working in various industries in China were recruited through snowball sampling to participate in the study. There were 462 volunteers (57.58% women; aged 30–55; tenure ranging from six months to 15 years) who provided valid self-report questionnaires.

Hierarchical multiple regression supported the association between salespeople’s substantive CSR attribution and VBS. The results showed that salespeople’s emotional state (i.e. emotional exhaustion and empathy) mediated the association between substantive CSR attribution and VBS. As expected, salespeople’s experiences of customer incivility weakened the mediating effect of emotional exhaustion; contrary to expectations, customer-initiated interpersonal justice weakened the mediation effect of empathy.

This study makes a unique contribution to the existing marketing literature by first investigating the role of salespeople’s attribution of CSR motives in facilitating their VBS, which answers the call to identify factors that predict VBS. In addition, to the best of the authors’ knowledge, the authors are the first to test salespeople’s emotions as a mechanism of the link between their CSR attributions and selling behaviors.

Volunteers at child helplines play an important role in providing support for children, so keeping them satisfied during encounters is crucial to continue helping children. The purpose of this study is to understand how children’s perceptions of instrumental and emotional support (partner effects) influence volunteer encounter satisfaction, and whether this effect is moderated by a volunteer’s previous encounter experience and levels of interpersonal and service-offering adaptiveness.

The sample consisted of 377 dyads of 116 volunteers and 377 children from online service encounters at a child helpline. Questionnaires were used to measure satisfaction, support and volunteer adaptiveness. A multilevel model was estimated to test the hypothesized moderation effects.

This study revealed that the instrumental support partner effect positively influenced volunteer encounter satisfaction. This relationship was stronger when the previous encounter was less satisfying or for volunteers with higher interpersonal, but not higher service-offering, adaptiveness. Negative effects on the relationship between the emotional support partner effect and volunteer encounter satisfaction were found after a less satisfying previous encounter or for volunteers with higher interpersonal adaptiveness.

This study contributes to the services and volunteerism literature by providing a unique perspective on the interpersonal influence between volunteers and children during service encounters. In the context of child helplines, this paper illustrates how volunteer encounter satisfaction is a function of the intricate interplay between children’s perceptions of the service encounter and volunteers’ perceptions of previous experiences and their adaptiveness.

The purpose of this study was to examine whether remote work moderates the mediated relationship between leadership behavior (transformational leadership and leader incivility), followers' self-control, and work-life balance.

The authors conducted a three-wave, time lagged study of 338 followers. Drawing on social information processing theory, a moderated mediation model was proposed: it was hypothesized that remote work strengthens the relationship between leadership behavior (transformational leadership and leader incivility), follower self-control, and subsequent work-life balance (moderated mediation). The theoretical model was tested using OLS regression in SPSS.

The results show that working remotely strengthens the mediated relationships between leadership behavior, self-control, and work-life balance.

Organizations need to consider the interaction between remote work and leadership. Leader behaviors have a stronger relationship with follower self-control and work-life balance when the frequency of remote work is higher, so it is important to increase transformational leadership and reduce leader incivility in remote contexts. Leadership training programs and respectful workplace initiatives should be considered.

This study demonstrates the importance of leader behaviors for followers' self-control and work-life balance in relation to remote work. This study is the first to examine the boundary condition of remote work in relation to leadership behavior, follower self-control, and work-life balance.

Despite the detrimental effects of supervisor knowledge hiding on employees and organizations, little research has focused on how subordinates cope with it. Drawing on the impression management theory, this study proposes a mediated moderation model to explain who and how cope with supervisor knowledge hiding.

Using a sample of 340 full-time participants in various organizations and industries in China, the proposed model was tested using ordinary least squares regression with the PROCESS 3.5.

The results support the mediated moderation model, indicating that proactive subordinates are motivated to manage their impression towards supervisors and engage in upward ingratiation to cope with supervisor knowledge hiding. In contrast, subordinates with low level of proactive personality trait have less impression management motive and engage in fewer upward ingratiatory behaviors.

Based on the impression management theory, the current paper contributes to the literature on supervisor knowledge hiding by expanding the consequences of supervisor knowledge hiding, identifying a boundary condition of supervisor knowledge hiding on subordinate’s subsequent behaviors and enriching the mechanism underlying the effect of supervisor knowledge hiding with proactive personality.