scholarly journals Ethical Leadership as the Reliever of Frontline Service Employees’ Emotional Exhaustion: A Moderated Mediation Model

2020 ◽  
Vol 17 (3) ◽  
pp. 976 ◽  
Author(s):  
Hao Zhou ◽  
Xinyi Sheng ◽  
Yulin He ◽  
Xiaoye Qian
Keyword(s):  
Job Satisfaction ◽  
Emotional Exhaustion ◽  
Ethical Leadership ◽  
Mediating Effect ◽  
Mediation Model ◽  
Service Employees ◽  
Moderated Mediation Model ◽  
Organizational Embeddedness ◽  
Frontline Service Employees ◽  
Frontline Service

Based on the conservation of resources theory, this study aims to create new knowledge on the antecedents of emotional exhaustion. We explore the internal mechanism and boundary conditions of the impact of ethical leadership on emotional exhaustion, using data gathered from 460 frontline service employees at an airport in China. Employees completed questionnaires regarding ethical leadership, emotional exhaustion, organizational embeddedness, job satisfaction, and demographic variables. After controlling for the effects of demographic variables and company tenure, ethical leadership was found to have a negative impact on emotional exhaustion (β = −0.128, p < 0.01), and to be positively related to organizational embeddedness (β = 0.518, p < 0.01). After adding in the mediating variable (organizational embeddedness), the effect of ethical leadership on emotional exhaustion was no longer significant (β = 0.012, ns), while organizational embeddedness emerged as significantly related to emotional exhaustion (β = −0.269, p < 0.01), implying that the effect of ethical leadership on emotional exhaustion was completely mediated by organizational embeddedness. Simultaneously, the results suggested that job satisfaction could strengthen the mediating effect of organizational embeddedness on emotional exhaustion (the difference in the mediating effect between the groups with respective high and low job satisfaction was −0.096, p < 0.05). This study proposed and validated a moderated mediation model, the implications of which are that ethical leadership is an effective way to alleviate frontline service employees’ emotional exhaustion.

Ethical leadership, frustration, and humor: a moderated-mediation model

2018 ◽  
Vol 39 (5) ◽  
pp. 665-678 ◽  
Author(s):  
Matthew Valle ◽  
Micki Kacmar ◽  
Martha Andrews
Keyword(s):  
Ethical Leadership ◽  
Affective Commitment ◽  
Positive Mood ◽  
Moderated Mediation ◽  
Mediating Effect ◽  
Mediation Model ◽  
Surface Acting ◽  
Content Type ◽  
Moderated Mediation Model ◽  
The Relationship

Purpose The purpose of this paper is to examine the effects of ethical leadership on surface acting, positive mood and affective commitment via the mediating effect of employee frustration. The authors also explored the moderating role of humor on the relationship between ethical leadership and frustration as well as its moderating effect on the mediational chain. Design/methodology/approach Data were collected in two separate surveys from 156 individuals working fulltime; data collections were separated by six weeks to reduce common method variance. The measurement model was confirmed before the authors tested the moderated mediation model. Findings Ethical leadership was negatively related to employee frustration, and frustration mediated the relationships between ethical leadership and surface acting and positive mood but not affective commitment. Humor moderated the relationship between ethical leadership and frustration such that when humor was low, the relationship was stronger. Research limitations/implications Interestingly, the authors failed to find a significant effect for any of the relationships between ethical leadership and affective commitment. Ethical leaders can enhance positive mood and reduce surface acting among employees by reducing frustration. Humor may be more important under conditions of unethical leadership but may be distracting under ethical leadership. Originality/value This study demonstrates how frustration acts as a mediator and humor serves as a moderator in the unethical behavior-outcomes relationship.

scholarly journals When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees

2020 ◽  
pp. 109467052096799
Author(s):  
Yumeng Yue ◽  
Helena Nguyen ◽  
Markus Groth ◽  
Anya Johnson ◽  
Stephen Frenkel
Keyword(s):  
Emotional Exhaustion ◽  
Well Being ◽  
Frontline Employees ◽  
Large Hospital ◽  
Service Employees ◽  
Withdrawal Behaviors ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Withdrawal from work by frontline employees (FLEs) is generally perceived by managers as counterproductive or anti-service behavior. However, there may be detrimental effects of continuing to provide a service, particularly after an FLE has experienced incivility. The possible beneficial effects of withdrawal on frontline service employees’ well-being have rarely been investigated. In this article, we conducted two studies to examine the moderating role of on- and off-task withdrawal behaviors on the relationship between customer incivility and employees’ emotional exhaustion. In Study 1, we examined parking officers’ reactions to customer incivility. We found support for the role of off-task withdrawal as a resource-replenishing strategy, which mitigated the relationship between customer incivility and emotional exhaustion. In Study 2, we examined a sample of nurses in a large hospital to compare the replenishing potential of both on-task and off-task withdrawal strategies. We found that off-task withdrawal served a replenishing function, while on-task withdrawal aggravated nurses’ feeling of emotional exhaustion as a result of customer incivility. These results highlight different resource implications, including recovery benefits of short-term withdrawal behaviors at work, and provide important theoretical and practical implications for the management of customer incivility and frontline service employees’ well-being and performance.

Effect of psychological capital on customer value cocreation behavior: the mediating role of employees' innovative behavior

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Farrukh ◽  
Nabeel Younus Ansari
Keyword(s):  
Customer Value ◽  
Psychological Capital ◽  
Mediating Effect ◽  
Innovative Behavior ◽  
Content Type ◽  
Service Employees ◽  
Value Cocreation ◽  
Frontline Service Employees ◽  
Frontline Service

PurposeCustomer value cocreation (VCC) behavior is gaining increased scholarly attention in the services marketing discipline and has become a top research priority in recent times. Despite the growing interest in studying VCC, less scholarly attention has been paid to study the crucial role of frontline service employees in activating customer participation in the VCC process. Hence, to bridge this research gap, the present research expanded VCC research streams by investigating the mediating effect of frontline service employees' innovative behavior in psychological capital and customer VCC behavior relationship.Design/methodology/approachData collected from 255 hotel employee–customer dyads were analyzed through Smart PLS to measure the proposed relationships.FindingsThe results suggest the mediating effect of frontline service employees' innovative behavior in psychological capital and customer VCC behavior relationship.Originality/valueThe current research made a significant contribution to the VCC field by identifying driving forces that encourage customers to exhibit VCC behaviors.

Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance

2016 ◽  
Vol 28 (12) ◽  
pp. 2888-2912 ◽  
Author(s):  
Meehee Cho ◽  
Mark A. Bonn ◽  
Su Jin Han ◽  
Kyung Hee Lee
Keyword(s):  
Emotional Exhaustion ◽  
Organizational Support ◽  
Workplace Incivility ◽  
Service Performance ◽  
Three Dimensions ◽  
Content Type ◽  
Service Employees ◽  
Frontline Service Employees ◽  
Practical Implications ◽  
Frontline Service

Purpose This study aims to acquire a better understanding about consequences of workplace incivility upon restaurant frontline service employees caused by customers, supervisors and coworkers. The moderating roles of perceived organizational support (POS) and emotion regulation ability (ERA) were also tested to determine the possibility for reducing the negative effect of workplace incivility upon the emotional exhaustion of restaurant frontline service employees. Design/methodology/approach Using data obtained from 239 restaurant frontline service employees, a 35-item instrument was used to assess workplace incivility and its effects upon emotional exhaustion, perceived service performance, POS and ERA. A structural equation model was used to test hypotheses. The multi-group approach was used to investigate the moderating effects POS and ERA have upon the relationships between workplace incivility, emotional exhaustion and perceived service performance. Findings Results documented that workplace incivility significantly increases emotional exhaustion and further leads to low levels of job service performance. Customer incivility was especially found to have the strongest power for increasing emotional exhaustion, followed by supervisor incivility. Also, results confirmed that POS and ERA play significant roles in moderating the relationships between workplace incivility, emotional exhaustion and perceived service performance. Based upon this study’s findings, theoretical and practical implications are offered for developing successful employee management strategies. Practical implications Results suggest specific practical management implications pertaining to restaurant frontline service employees. This study’s research findings recommend the development of more efficient support programs designed to diffuse potential situations involving workplace incivility. Findings further highlight the important role employee ERA has upon the effects of incivility and frontline service performance. Implications are provided with respect to specific strategic direction management should consider to recruit and select the most appropriate employees for restaurant frontline service positions. Originality/value The current study’s conceptual research was developed in an attempt to simultaneously address all three dimensions of workplace incivility to examine how they affect employee emotions and their job performance.

scholarly journals The Role of Filial Piety in the Relationships between Work Stress, Job Satisfaction, and Turnover Intention: A Moderated Mediation Model

2021 ◽  
Vol 18 (2) ◽  
pp. 714
Author(s):  
Jianfeng Li ◽  
Hongping Liu ◽  
Beatrice van der Heijden ◽  
Zhiwen Guo
Keyword(s):  
Job Satisfaction ◽  
Work Stress ◽  
Turnover Intention ◽  
Filial Piety ◽  
Moderated Mediation ◽  
Mediating Effect ◽  
Manufacturing Industries ◽  
Mediation Model ◽  
Moderated Mediation Model ◽  
The Relationship

In China, filial piety, which usually refers to showing respect and obedience to parents, has exerted an important effect in the relationship between work stress and turnover intention. However, the mechanism behind this effect is still unclear. To address this gap in the existing literature, we developed and tested a moderated mediation model of the relationship that work stress shares with job satisfaction and turnover intention. In accordance with the dual filial piety model and the stress-moderation model, our hypothesized model predicted that the mediating effect of job satisfaction on the relationship between work stress and turnover intention would be moderated by reciprocal filial piety (RFP) and authoritarian filial piety (AFP). The analytic results of data that were obtained from 506 employees of manufacturing industries in China supported this model. Specifically, RFP and AFP, as a contextualized personality construct, positively moderated the direct relationship between work stress and turnover intention as well as the corresponding indirect effect through job satisfaction. In particular, RFP and AFP strengthened the positive effect of work stress on turnover intention. Based on these findings, recommendations to help employees fulfill their filial duties and reduce the effect of work stress on turnover intention among employees of Chinese manufacturing industries are delineated.

scholarly journals The effects of abusive supervision, emotional exhaustion and organizational commitment on cyberloafing: a moderated-mediation examination

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pang Kiam Lim ◽  
Kian Yeik Koay ◽  
Wei Ying Chong
Keyword(s):  
Organizational Commitment ◽  
Emotional Exhaustion ◽  
Structural Equation ◽  
Abusive Supervision ◽  
Moderated Mediation ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Mediation Model ◽  
Content Type ◽  
Moderated Mediation Model

PurposeCyberloafing (employees' non-work-related online activities at work) has become a common workplace problem for many organizations. Research investigating the underlying mechanisms and boundary conditions under which abusive supervision influences cyberloafing remains largely underdeveloped. Drawing from social exchange theory and conservation of resources theory, we developed a moderated-mediation model in which emotional exhaustion was theorized as a unique mechanism underlining why employees are more likely to engage in cyberloafing under the supervision of abusive leaders. In addition, we proposed that organizational commitment to be a relevant boundary condition to influence such a relationship.Design/methodology/approachWe collected 255 data from employees working in public listed companies in Malaysia and used partial least squares structural equation modeling (PLS-SEM) to analyze the data.FindingsThe results showed that the influence of abusive supervision on cyberloafing through emotional exhaustion is only significant when organizational commitment is low.Originality/valueThis study constructed a moderated-mediation model by introducing the potential mediating effect of emotional exhaustion and the moderating effect of organizational commitment to reveal the mechanism through which abusive supervision related to cyberloafing.

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