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Article
Publication date: 14 August 2017

Xiaohui Wang and Haibo Wang

The purpose of the present research is to investigate the mechanisms by which conflict with customers (i.e. customer mistreatment) contributes to employees’ work withdrawal.

Abstract

Purpose

The purpose of the present research is to investigate the mechanisms by which conflict with customers (i.e. customer mistreatment) contributes to employees’ work withdrawal.

Design/methodology/approach

This paper tests its hypotheses by means of a field study of a sample of front-line health care workers in China. Data were collected in three waves over four months; a total of 398 health care workers completed the questionnaires and represented the final sample. A hierarchical multiple regression analysis was performed to test the proposed hypotheses.

Findings

The results indicate that mistreatment by customers contributes to employees’ work withdrawal, and emotional exhaustion serves as a mediator in this linkage. In addition, social support moderates the positive relation between customer mistreatment and employees’ emotional exhaustion, whereas conscientiousness moderates the positive relation between emotional exhaustion and withdrawal behavior.

Research limitations/implications

The sample used may not fully justify the generalizability of the research results. Without distinguishing different sources of social support may be another limitation. In addition, this study could be improved by using a multi-source survey design.

Practical implications

To help employees effectively cope with interpersonal conflict with customers, organizations should take action to promote communication between employees and their supervisors and coworkers. It is also advisable for organizations to adjust their selection strategies and hire front-line employees high in conscientiousness.

Originality/value

This research presents a resource-based framework to illuminate the detrimental effects of prolonged exposure to customer mistreatment on health care workers’ withdrawal behavior in Chinese context. Furthermore, this study examines factors that may serve to mitigate the harmful effects of customer mistreatment and regards workplace social support and conscientiousness as two different kinds of resources that can play dissimilar roles when employees are coping with customer mistreatment.

Details

International Journal of Conflict Management, vol. 28 no. 4
Type: Research Article
ISSN: 1044-4068

Keywords

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Article
Publication date: 20 December 2019

Alfred Wong, Xiaohui Wang, Xinyan Wang and Dean Tjosvold

The purpose of this paper is to propose that effective ethical leaders develop high quality relationships with team members; in particular, they manage their conflicts…

Abstract

Purpose

The purpose of this paper is to propose that effective ethical leaders develop high quality relationships with team members; in particular, they manage their conflicts with team members cooperatively.

Design/methodology/approach

The authors empirically tested this hypothesis with responses from 117 managers and 302 subordinates.

Findings

Through cooperative conflict management, leaders develop trusting, mutually committed relationships. Ethical leaders and their employees avoid competitive conflict where they try to impose their ideas and resolutions on each other.

Practical implications

The findings suggest that ethical leaders can have a significant impact by fostering cooperative conflict management and reducing competitive conflict management. Thus, organizations are encouraged to adopt training and selection procedures to develop more ethical leaders.

Originality/value

This study adds to leadership research that effective leaders develop high quality relationships that help them influence employees as well as to be open and influenced by them.

Details

Leadership & Organization Development Journal, vol. 41 no. 1
Type: Research Article
ISSN: 0143-7739

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Article
Publication date: 10 November 2020

Xiaohui Wang and Edmund W.J. Lee

Drawing on the cognitive-functional model of emotions and emotional contagion, the authors aim to examine the role of negative emotions in the diffusion of cancer tweets.

Abstract

Purpose

Drawing on the cognitive-functional model of emotions and emotional contagion, the authors aim to examine the role of negative emotions in the diffusion of cancer tweets.

Design/methodology/approach

Using an integrated approach of social network and text analytics, the authors analyzed 142,883 cancer tweets from February to March 2018. The roles of negative emotions, emotional contagion, cancer themes and user influence on the diffusion of cancer tweets were examined.

Findings

Results indicated that cancer tweets expressing negativity and anger diffused more widely, while those expressing sadness or fear were less likely to diffuse. However, contrary to the authors’ expectation, cancer tweets expressing negative emotions (i.e. negativity, anger and fear) were less likely to arouse similar emotions among retweets, thus suggesting that emotions in cancer tweets were not as contagious as they seemed. Finally, user influence was the most important factor explaining the diffusion of cancer tweets, although cancer-related themes (i.e. affective, informative and social) had marginal effects on likelihood of diffusion.

Originality/value

Using a novel integrated social network–text analytics approach, the authors found that to understand cancer tweets' diffusion, it is critical to go beyond examining the content of tweets about cancer and the influence of messengers – the virality of cancer tweets is inextricable from the negative emotions.

Details

Internet Research, vol. 31 no. 2
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 24 June 2020

Xiaohui Wang and Yunya Song

The spread of rumors on social media has caused increasing concerns about an under-informed or even misinformed public when it comes to scientific issues. However…

Abstract

Purpose

The spread of rumors on social media has caused increasing concerns about an under-informed or even misinformed public when it comes to scientific issues. However, researchers have rarely investigated their diffusion in non-western contexts. This study aims to systematically examine the content and network structure of rumor-related discussions around genetically modified organisms (GMOs) on Chinese social media.

Design/methodology/approach

This study identified 21,837 rumor-related posts of GMOs on Weibo, one of China's most popular social media platforms. An approach combining social network analysis and content analysis was employed to classify user attitudes toward rumors, measure the level of homophily of their attitudes and examine the nature of their interactions.

Findings

Though a certain level of homophily existed in the interaction networks, referring to the observed echo chamber effect, Weibo also served as a public forum for GMO discussions in which cross-cutting ties between communities existed. A considerable amount of interactions emerged between the pro- and anti-GMO camps, and most of them involved providing or requesting information, which could mitigate the likelihood of opinion polarization. Moreover, this study revealed the declining role of traditional opinion leaders and pointed toward the need for alternative strategies for efficient fact-checking.

Originality/value

In general, the findings of this study suggested that microblogging platforms such as Weibo can function as public forums for discussing GMOs that expose users to ideologically cross-cutting viewpoints. This study stands to provide important insights into the viral processes of scientific rumors on social media.

Details

Internet Research, vol. 30 no. 5
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 4 October 2019

Haibo Wu, Xiaohui Wang and Peter Chen

Drawing on the transaction theory of stress, the purpose of this paper is to conceptualize customer mistreatment as a stressor and examine how job routinization and…

Abstract

Purpose

Drawing on the transaction theory of stress, the purpose of this paper is to conceptualize customer mistreatment as a stressor and examine how job routinization and proactive personality help employees cope with the effects of customer mistreatment on emotional exhaustion and work engagement. The interaction of job routinization and proactive personality was also tested.

Design/methodology/approach

In total, 128 hundred nurses were recruited to participate in the current study, which was a daily survey for two consecutive weeks (10 working days).

Findings

The results revealed that job routinization and proactive personality attenuated the effects of customer mistreatment on emotional exhaustion and work engagement. The analyses also showed that, with more proactive personality and high job routinization, the effects of customer mistreatment were minimized.

Originality/value

Job routinization is a type of job resources that attenuates the negative influence of customer mistreatment. Proactive personality strengthens job routinization’s function, when proactive personality and job routinization are both high, the ill effect of customer mistreatment will be minimized.

Details

Journal of Managerial Psychology, vol. 34 no. 8
Type: Research Article
ISSN: 0268-3946

Keywords

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Article
Publication date: 8 May 2019

Youli Wang, Liming Dai, Xueliang Zhang and Xiaohui Wang

The purpose of this paper is to obtain the reasonable dimensioning for each part and a full-dimension model of assembly dimensions.

Abstract

Purpose

The purpose of this paper is to obtain the reasonable dimensioning for each part and a full-dimension model of assembly dimensions.

Design/methodology/approach

The relational path graph of assembly dimension, the shortest-path spanning tree of functional dimension and a revised spanning tree are established in this paper.

Findings

The proposed method can obtain reasonable dimensioning of parts and establishment of dimension model in an assembly.

Originality/value

The proposed method can easily realise by computer and be more suitable to automatic dimensioning and establishment of dimension model of parts.

Details

Assembly Automation, vol. 39 no. 2
Type: Research Article
ISSN: 0144-5154

Keywords

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Article
Publication date: 1 September 2016

Xiaohui Yu, Fei Wang and Lina Wang

City wall is an important symbol of ancient Chinese cities with unique geographical and cultural characteristics. Thus, the preservation of this historic landmark is…

Abstract

City wall is an important symbol of ancient Chinese cities with unique geographical and cultural characteristics. Thus, the preservation of this historic landmark is considered significantly important. However, numerous residential construction activities and changes in ecological environment have destructed a great portion of the city walls in recent years. This study looks into the preservation of the ancient city walls from the systematic perspective and in line with the actual characteristics of Longdong Region to provide guideline measures for the protection and restoration of such landmark. Cognition and preservation are adopted extensively to investigate the specific situation of and the factors that influence the ancient city walls in this region. Preservation strategies for the city walls, including the “Axis-Point” system, planning control, and authenticity readability, are presented. The ancient city walls in Longdong Region can be preserved by protecting the entire region, the city, and the main wall body. The systematic method and preservation strategies at the “macro perspective,” “medium perspective” and “micro perspective” levels can solve the preservation problems of the ancient city walls in Longdong Region effectively.

Details

Open House International, vol. 41 no. 3
Type: Research Article
ISSN: 0168-2601

Keywords

Abstract

Details

Chinese Management Studies, vol. 8 no. 4
Type: Research Article
ISSN: 1750-614X

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Article
Publication date: 28 October 2014

Guangyou Liu and Xiaohui Wang

This paper aims to investigate the relationship between ethical leadership and Ba Ling (霸凌) perceived by Certified Public Accounting (CPA) interns, and the influence of…

Abstract

Purpose

This paper aims to investigate the relationship between ethical leadership and Ba Ling (霸凌) perceived by Certified Public Accounting (CPA) interns, and the influence of gender factor of leaders and followers on the relation. Moreover, Workplace Ba-Ling (职场霸凌, a derivation of workplace bullying) as a new conceptual idea, specifically extracted from Chinese context, is first taken into consideration.

Design/methodology/approach

This research is based on the questionnaire responses of accounting interns enrolled in a university-CPA firms cooperative education programs, and the classical Ethical Leadership Scale and Negative Acts Questionnaire were applied in the survey to get empirical results.

Findings

The empirical results reveal the fact that ethical leadership of the audit project teams is negatively related to workplace bullying perceived by the accounting interns working in the CPA firms. No significant impacts were found of the gender factor on workplace bullying and ethical leadership; however, the further breakdown of the gender factor into the four dimensions of the leader – follower gender differences lead to the significant difference of ethical leadership among the four redefined gender difference groups. The ranking order in terms of ethical leadership further proves that female leaders tend to show higher ethicality than male ones.

Research limitations/implications

As public accounting industry has acted an important role throughout the drastic Chinese economic growth of more than three recent decades, this paper provides knowledge of the gender-differentiated relationship between ethical leadership and workplace bullying, which implies serious concerns to be given in the varied business and workplace contexts in China and other emerging economies.

Originality/value

There has been an increasing literature trend discussing workplace bully in Western business studies; however, rarely has existing literature addresses this kind of issue in the emerging economies like China, where workplace ethics has become a commonly criticized concern with the fast economic growth in recent decades. Additionally, this paper proposes the new Chinese term of Ba Ling corresponding with the Western workplace bullying.

Details

Chinese Management Studies, vol. 8 no. 4
Type: Research Article
ISSN: 1750-614X

Keywords

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Article
Publication date: 15 August 2008

Xiaohui Wang

The purpose of this paper is to investigate the work attitudes of native Chinese employees and to identify and resolve current problems challenging human resource management.

Abstract

Purpose

The purpose of this paper is to investigate the work attitudes of native Chinese employees and to identify and resolve current problems challenging human resource management.

Design/methodology/approach

With an empirical design and the data collected from 991 employees of nine companies located in Guangdong, China, this research analyzes the present status of work attitudes through job satisfaction and organizational commitment. The main analytical path bases on comparing differences among demographic groups, and particularly between employees in state‐owned enterprises (SOEs) and privately‐owned enterprises (POEs).

Findings

First, it was found that employees overall show a higher level of job satisfaction and a lower level of organizational commitment; second, employees with older age and lower education tend to have higher levels of job satisfaction and organizational commitment; third, employees in POEs have a higher level of job satisfaction and organizational commitment than employees in SOEs.

Research limitations/implications

In order to yield broader conclusions, further empirical research should expand sampling to other areas and other ownership‐type enterprises in China. Moreover, more work‐related attitudinal variables, such as social value and corporate culture, should be included in the future studies regarding work attitudes.

Practical implications

In general, the management in native Chinese enterprises needs to pay more attention to the impact of employees' demographic variables on work attitudes. Specifically, SOEs have an imperative need of heightening employees' job satisfaction and organizational commitment so as to compete with POEs.

Originality/value

While filling a gap in the existing literature of the subjects being studied, this paper provides constructive suggestions in practice.

Details

Chinese Management Studies, vol. 2 no. 3
Type: Research Article
ISSN: 1750-614X

Keywords

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