|کد مقاله||سال انتشار||مقاله انگلیسی||ترجمه فارسی||تعداد کلمات|
|107728||2017||11 صفحه PDF||سفارش دهید||9475 کلمه|
Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)
Journal : International Journal of Hospitality Management, Volume 64, July 2017, Pages 62-72
This study tests the impact of workplace ostracism on hospitality employeesâ proactive customer service performance (PCSP). Drawing upon the conservation of resources theory, we investigate the effects of two sequential mediators (i.e. job tension and customer orientation) and the moderating effect of need for affiliation. Using a time-lagged research design and the data from 16 hotels in China, we find that workplace ostracism positively influences job tension; job tension decreases customer orientation, which in turn undermines employeesâ PCSP. Moreover, we find that need for affiliation exacerbates the effect of workplace ostracism on job tension such that the effect is stronger when employeesâ need for affiliation is high rather than low. We discuss the theoretical and practical implications subsequently.