Consequences of Family Interference with Work: The Roles of Emotional Exhaustion, Service Sabotage, and Negative Affectivity

2014 ◽  
Vol 42 (10) ◽  
pp. 1613-1627 ◽  
Author(s):  
Wanwen Dai ◽  
Xiaoyan Chen ◽  
Jan Ketil Arnulf ◽  
Meijuan Dai
Keyword(s):  
Emotional Exhaustion ◽  
Call Center ◽  
Positive Relationship ◽  
Negative Affectivity ◽  
Conservation Of Resources ◽  
Displaced Aggression ◽  
Service Setting ◽  
Service Sabotage ◽  
Practical Implications

Drawing upon the conservation of resources theory and displaced aggression perspective, in this research our aim was to study the consequences of family interference with work (FIW) in a service setting. We examined the influence of FIW on service sabotage via the mechanism of emotional exhaustion, and the role of employees' negative affectivity as a boundary condition. Based on 2 waves of data collected from 132 Chinese employees working in a call center, results showed a positive relationship between FIW and service sabotage, and emotional exhaustion acted as a mediator in this relationship. Theoretical and practical implications are discussed.

Affectivity, emotional exhaustion, and service sabotage behavior: The mediation role of rumination

2013 ◽  
Vol 41 (4) ◽  
pp. 651-661 ◽  
Author(s):  
Ping Luo ◽  
Zhao Bao
Keyword(s):  
Theoretical Model ◽  
Emotional Exhaustion ◽  
Call Center ◽  
Negative Affectivity ◽  
Service Sabotage ◽  
Using Data ◽  
Positive And Negative Affectivity

In this study, we examined the mechanisms of rumination including its antecedents (positive and negative affectivity) and outcomes (emotional exhaustion and service sabotage behavior). Our theoretical model was tested using data collected from 751 employees in a call center in China. Results showed that positive and negative affectivity were significantly related to rumination, which is then positively related to emotional exhaustion and service sabotage behavior. Moreover, rumination significantly mediated the relationships between positive and negative affectivity, and the outcomes of rumination. Finally, emotional exhaustion was found to be positively related to service sabotage behavior.

How do Chinese employees respond to leader bottom-line mentality? A conservation of resources perspective

2021 ◽  
Vol 49 (3) ◽  
pp. 1-11
Author(s):  
Wenhai Wan ◽  
Danni Zhang ◽  
Xiayi Liu ◽  
Kaijie Jiang
Keyword(s):  
Emotional Exhaustion ◽  
Positive Relationship ◽  
Conservation Of Resources ◽  
Conservation Of Resources Theory ◽  
Bottom Line ◽  
Wave Data ◽  
Chinese Companies ◽  
Employee Silence ◽  
Indirect Relationship ◽  
Practical Implications

Using conservation of resources theory as a framework, we proposed that in Chinese organizations, leader bottom-line mentality (BLM) would promote employee silence via emotional exhaustion. We also examined employee conscientiousness as a moderator of this indirect relationship. We collected three-wave data from 325 employees in four Chinese companies. Results show that leader BLM was positively related to employee silence, and employee emotional exhaustion mediated the positive relationship between leader BLM and employee silence. In addition, employee conscientiousness served as a first-stage moderator, such that the indirect relationship between leader BLM and employee silence via employee emotional exhaustion was significant and positive only when employee conscientiousness was low. Theoretical and practical implications are discussed.

Dual crossover mechanisms of benevolent supervision on followers' contextual performance and emotional exhaustion alleviation

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ya-Ting Chuang ◽  
Hua-Ling Chiang ◽  
An-Pan Lin ◽  
Yung-Chih Lien
Keyword(s):  
Social Exchange ◽  
Leadership Style ◽  
Emotional Exhaustion ◽  
Contextual Performance ◽  
Conservation Of Resources ◽  
Content Type ◽  
Performance Orientation ◽  
Member Exchange ◽  
The Relationship ◽  
Practical Implications

PurposeAdopting conservation of resources (COR) theory as a guiding framework, this study proposes that benevolent supervision (BS) is a feasible leadership style for building a positive resource gain process in subordinates' extra-role actions and reducing their exhaustion, and leader-member exchange (LMX) and positive affect (PA) serve as indirect crossover mechanisms.Design/methodology/approachSurveys were conducted at three-time points with four-week intervals. A total of 304 subordinates and 55 supervisors at a Taiwanese university participated in the surveys, and a multilevel model was used to test the hypotheses.FindingsThe results showed that prior BS (time 1) was positively associated with subordinates' subsequent LMX and PA (time 2). LMX mediated the relationship between BS and subsequent supervisor-rated contextual performance (time 3), and PA mediated the relationship between BS and subordinate-rated emotional exhaustion (time 3). In addition, supervisors' learning orientation positively moderated the relationship between BS and contextual performance via LMX, whereas supervisors' performance orientation negatively moderated this relationship.Practical implicationsThe results of the study encourage leaders to exhibit benevolence toward subordinates, increase subordinates' contextual performance and enhance personal feelings, thereby ultimately benefitting the organization.Originality/valueThis study reveals that BS is a source of resource investment in the process of subordinates' positive job (contextual performance) and personal (emotional exhaustion) resource gains through social exchange (LMX) and affective (PA) crossover mechanisms and that supervisors' goal inclinations impact this process.

When and why does a “poker face” facilitate workplace creativity?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Weiyi Chen ◽  
Xinmei Liu ◽  
Xiaojie Zhang
Keyword(s):  
Design Methodology ◽  
Positive Relationship ◽  
Time Pressure ◽  
Hierarchical Regression ◽  
Conservation Of Resources ◽  
Regression Analyses ◽  
Expressive Suppression ◽  
Content Type ◽  
Workplace Creativity

PurposeThe authors investigate when and why a subordinate's expressive suppression facilitates workplace creativity, building on the conservation of resources theory and considering the effect of the supervisor's expressive suppression and time pressure as boundary conditions.Design/methodology/approachMultisource data were collected from 132 teams in northwestern China, including 132 supervisors and 648 subordinates. Hierarchical regression analyses were used to test the effects.FindingsThe subordinate’s expressive suppression was positively related to their workplace creativity. Challenge time pressure was positively related to workplace creativity, and the subordinate’s expressive suppression was positively related to workplace creativity when challenge time pressure was lower and the supervisor's expressive suppression was higher. Hindrance time pressure was negatively related to workplace creativity, and a positive relationship between a subordinate's expressive suppression and workplace creativity was also found with less hindrance time pressure and greater expressive suppression by their supervisor.Originality/valueBy examining the role of the supervisor as a source of downward spillovers in various time pressure contexts, the study explains why a subordinate’s suppression facilitates workplace creativity from the conservation of resources perspective.

scholarly journals How Gig Worker Responds to Negative Customer Treatment: The Effects of Work Meaningfulness and Traits of Psychological Resilience

2021 ◽  
Vol 12 ◽  
Author(s):  
He Xiongtao ◽  
Lu Wenzhu ◽  
Luo Haibin ◽  
Liu Shanshi
Keyword(s):  
Questionnaire Survey ◽  
Interpersonal Interaction ◽  
Psychological Resilience ◽  
Hierarchical Multiple Regression ◽  
Work Meaningfulness ◽  
Service Sabotage ◽  
Trait Resilience ◽  
Survey Approach ◽  
Practical Implications

The negative interpersonal interaction between customers and platform gig workers has become a problem for platform owners and government. This study investigates the role of negative customer treatment in the context of gig work and its impact on gig workers’ sabotage behavior. A questionnaire survey approach was used in the study, collected three-wave survey data from 258 Chinese gig workers including food-deliver platform workers and app-based ride-hailing drivers. Both effects of the mediation and moderation were tested, all of which find support, using hierarchical multiple regression by SPSS22.0. Results indicate that negative customer treatment can also predict gig workers’ service sabotage through work meaningfulness. Furthermore, positive customer treatment acted as an effective safeguard against the effects of negative customer treatment on employee service sabotage. Trait psychological resilience can also mitigate the effects of a low level of work meaningfulness. The manuscript’s focus provides an interesting angle to the previous research, especially the inclusion of work meaningfulness and trait resilience, on negative customer treatment in the context of gig work. This study contributes to further broaden the perspective of conservation of resource (COR) theory for individual intrinsic motivation analysis. Practical implications for platform management and government governance have also been discussed in this manuscript.

Abusive supervision and job outcomes: a moderated mediation study

2018 ◽  
Vol 6 (2) ◽  
pp. 137-152 ◽  
Author(s):  
Sajeet Pradhan ◽  
Lalatendu Kesari Jena
Keyword(s):  
Emotional Exhaustion ◽  
Abusive Supervision ◽  
Moderated Mediation ◽  
Mediating Effect ◽  
Intention To Quit ◽  
Conservation Of Resources ◽  
Coworker Support ◽  
Content Type ◽  
Indirect Relationship

Purpose Based on the conservation of resources theory, the purpose of this paper is to investigate the linkage between abusive supervision (a workplace stressor) and subordinate’s intention to quit by focusing on the mediating role of emotional exhaustion. The study also explores the conditional mediation model by testing the moderational role of perceived coworker support on the mediated abusive supervision-intention to quit relationship via emotional exhaustion. Design/methodology/approach To test the proposed hypotheses, the study draws data from 382 healthcare employees working in several hospitals and clinics in the eastern and north-eastern states of India. The authors collected data on the predictor and criterion variables at two time points with a separation of three to four weeks in a reversed order to counter priming effect. Findings The findings of the study reported that emotional exhaustion partially mediated the abusive supervision-intention to quit relationship. The result also supported the assertion that perceived coworker support will moderate the relationship between abusive supervision and subordinate’s intention to quit. The authors also found support to the moderated mediation hypothesis, that suggest perceived coworker support will reduce the mediating effect of abusive supervision-intention to quit relationship via emotional exhaustion. Originality/value This study is among few empirical investigations to investigate and report the interactional effect of perceived coworker support (a buffer) on the indirect relationship between abusive supervision and subordinate’s intention to quit via emotional exhaustion.

Exemplification and Perceived Job Insecurity

2014 ◽  
Vol 13 (1) ◽  
pp. 1-10 ◽  
Author(s):  
Nele De Cuyper ◽  
Bert Schreurs ◽  
Tinne Vander Elst ◽  
Elfi Baillien ◽  
Hans De Witte
Keyword(s):  
Impression Management ◽  
Emotional Exhaustion ◽  
Structural Equation ◽  
Job Insecurity ◽  
Self Regulation ◽  
Equation Modeling ◽  
Conservation Of Resources ◽  
Unintended Effects ◽  
And Performance

Impression management is typically seen as a means to achieve success. Little is known about potential side effects for the self, or about impression management aimed at prevention of loss. Here, we probe the relationship between exemplification (impression management aimed at acquiring the image of model employee) and performance and emotional exhaustion, accounting for the moderating role of job insecurity. We use the Resource Model of Self-regulation and the Conservation of Resources Theory to propose that the association of exemplification with performance and emotional exhaustion is more positive with increased job insecurity. Hypotheses were tested in a sample of 603 Peruvian workers using structural equation modeling (SEM). The pattern of results supported our hypotheses: Exemplification has unintended effects when workers feel insecure.

Relationship between Emotional Labor and Customer Orientation among Airline Service Employees: Mediating Role of Depersonalization

2017 ◽  
Vol 57 (3) ◽  
pp. 324-341 ◽  
Author(s):  
JungHoon (Jay) Lee ◽  
Chihyung “Michael” Ok ◽  
Seung-Hoon Lee ◽  
Choong-Ki Lee
Keyword(s):  
Emotional Labor ◽  
Call Center ◽  
Structural Equation ◽  
Customer Orientation ◽  
Equation Modeling ◽  
Conservation Of Resources ◽  
Surface Acting ◽  
Mediating Role ◽  
Service Staff

Drawing on Hobfoll’s conservation of resources theory and Maslach’s burnout theory, this study proposed and tested a conceptual model depicting relationships among the two forms of emotional labor strategies, depersonalization and customer orientation (CO). The model also examined the mediating role of depersonalization in the relationship between emotional labor and CO. Multigroup analyses were conducted to examine moderating effects of job position and job responsibility. Data obtained from cabin crews, airport service staff, and call center representatives working for an airline company in Korea were used to gauge these relationships. Results of structural equation modeling revealed that deep acting affects CO positively while surface acting affects CO negatively. The results further suggest that these relationships are mediated by both reduced and increased depersonalization, and the strength of the direct relationships may differ by employee position and area of service work. Theoretical and management implications are discussed based on the findings.

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