The impact of abusive supervision on service employees’ proactive customer service performance in the hotel industry

2016 ◽  
Vol 28 (9) ◽  
pp. 1992-2012 ◽  
Author(s):  
Yijing Lyu ◽  
Xing Zhou ◽  
Weiwen Li ◽  
Junbao Wan ◽  
Jie Zhang ◽  
...  
Keyword(s):  
Social Identity ◽  
Customer Service ◽  
Social Identity Theory ◽  
Organizational Identification ◽  
Identity Theory ◽  
Hotel Industry ◽  
Abusive Supervision ◽  
Service Performance ◽  
Content Type ◽  
Service Employees

Purpose On the basis of social identity theory, this paper aims to predict and test the influence of abusive supervision on service employees’ proactive customer service performance (PCSP) in the hotel industry. Design/methodology/approach Data were collected from 198 service employee-coworker dyads from 12 hotels in China. Previously developed and validated measures of abusive supervision, organizational identification, collectivism and PCSP were used and found to be highly reliable in this study. Findings Time-lagged data from 12 hotels in China reveal that abusive supervision negatively influences service employees’ PCSP, through organizational identification. In addition, employees’ collectivistic value orientation also strengthens the negative relationship between abusive supervision and organizational identification. These findings have several theoretical and managerial implications, especially for hospitality context. Practical implications First, the study suggests that hotels should design supervisors’ selection, training and monitoring to reduce mistreatment, which could be highly costly to employees’ identification and hence proactive behaviors. In addition, hotel supervisors are encouraged to learn to regulate their emotions by developing emotional management skills and interpersonal skills. Second, because collectivists are more likely to be affected by abusive supervisors, organizations should pay special attention to them by allocating more supportive resources, providing psychological comfort and expert counseling. Finally, hotels and managers should seek to meet individuals’ basic needs by fostering positive relationships between supervisors and employees, offering favorable treatment and connecting an organization’s goals with employees’ individual values. By doing so, employees’ organizational identification will be enhanced and hence contribute to PCSP. Originality/value First, scarcely any study has focused on negative types of leadership styles and how they affect employees’ PCSP. The authors address the research gap by extending the antecedent scope of PCSP to dark side management and provide empirical evidence about the suppressing effects of abusive supervision on PCSP. Second, the focus on organizational identification provides a new extension for social identity theory in application for incurring employees’ proactive behaviors. Third, this study provides a novel contribution by suggesting that the level of collectivism an employee holds can exacerbate the salience of abusive supervision.

Empowering leadership and employees' work engagement: a social identity theory perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Arshad ◽  
Neelam Qasim ◽  
Omer Farooq ◽  
John Rice
Keyword(s):  
Social Identity ◽  
Work Engagement ◽  
Social Identity Theory ◽  
Organizational Identification ◽  
Service Sector ◽  
Identity Theory ◽  
Interactive Effects ◽  
Empowering Leadership ◽  
Content Type ◽  
Moderated Mediation Model

PurposeThis study aims to explore mediational mechanisms and conditions by which empowering leadership leads to positive outcomes at the employee level. Using social identity theory (SIT) as a foundation, the authors present an integrated moderated mediation model to explain the interactive effects of empowering leadership and leaders' prototypicality on employees' work engagement through the mediation of organizational identification (OI).Design/methodology/approachThe research model was tested using multilevel nested data obtained from 634 employees working in 133 departments (teams) in the service sector of Pakistan.FindingsThe results reveal that empowering leadership influences work engagement through the mediation of OI. However, leader prototypicality has emerged as an important moderating condition for these relationships because, at a lower level of leader prototypicality, the positive effect of empowering leadership may diminish.Practical implicationsThe results of this study suggest that organizations should promote empowering leadership to increase their employees' OI and work engagement. Furthermore, it is suggested that leader prototypicality is important along with empowering leadership to inculcate positive behavior among employees.Originality/valueThis is the first study of its nature, which used SIT to explain the indirect effect of empowering leadership on employees' work engagement via OI. Furthermore, the bounding condition of leader prototypicality is also studied for the first time in the context of the indirect relationship between empowering leadership and employees' work engagement via OI. The authors note that the novel unique findings of this study have the potential to open additional further avenues of research in the field of empowering leadership.

scholarly journals The role of integrated offline/online social activity and social identification in Facebook citizenship behaviour formation

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Zeeshan Ahmed Bhatti ◽  
Ghulam Ali Arain ◽  
Hina Mahboob Yasin ◽  
Muhammad Asif Khan ◽  
Muhammad Shakaib Akram
Keyword(s):  
Social Identity ◽  
Social Identity Theory ◽  
Identity Theory ◽  
Theoretical Perspective ◽  
Social Groups ◽  
Social Activity ◽  
Past Research ◽  
Social Identification ◽  
Content Type ◽  
Activity Integration

PurposeDrawing on social identity theory and prosocial behaviour research, this study explores how people's integration of their offline and online social activities through Facebook cultivates their Facebook citizenship behaviour (FCB). It also offers further insight into the underlying mechanism of offline and online social activity integration - FCB relation by investigating people's social identification with their offline and online social groups as possible mediators.Design/methodology/approachBased on social identity theory (SIT) literature, community citizenship behaviour and offline-online social activity integration through Facebook, we developed a conceptual model, which was empirically tested using data from 308 Facebook usersFindingsThe results confirm that the participants' offline-online social activity integration via Facebook is positively linked to their FCB. Further, the integration of offline and online social activity through Facebook positively affects how a person identifies with their offline and online social groups, which in turn causes them to display FCB. In addition, offline/online social identification mediates the integration – FCB relation.Practical implicationsIn practice, it is interesting to see people's tendency towards altruistic behaviours within groups they like to associate themselves with. Those who share their Facebook network with their offline friends can use such network to seek help and support.Originality/valueFrom a theoretical perspective, unlike past research, this study examines how individuals' offline-online social activity integration via Facebook helps them associate with groups. In addition, this study investigates social identification from an offline and online perspective.

Social identity and family business: exploring family social capital

2015 ◽  
Vol 5 (2) ◽  
pp. 157-181 ◽  
Author(s):  
Torsten Schmidts ◽  
Deborah Shepherd
Keyword(s):  
Social Capital ◽  
Social Identity ◽  
Family Business ◽  
Social Identity Theory ◽  
Identity Theory ◽  
Family Members ◽  
Content Type ◽  
Family Social Capital ◽  
The Family ◽  
The Impact

Purpose – The purpose of this paper is to use social identity theory to explore factors that contribute to the development of family social capital. Effects are investigated both for the family and the business. Design/methodology/approach – A single in-depth case study focussing on the family unit was coducted within a fourth-generation family business involved in the arts retailing. Findings – The findings suggest that social identity theory is a useful lens to explore the development of family social capital. The six themes identified highlight that there is a normative and an affective dimension, leading to family members’ desire to uphold the status of the business. Evidence suggests that the normative factors may be both positively and negatively related to the development of family social capital, due to their potentially restrictive nature. Originality/value – The paper’s findings imply that social identity can contribute to understanding family dynamics. Evidence highlights various factors for family members that are not involved in the family business to uphold its status. This is attributed to the emotional significance of the business to the family’s identity. Furthermore, this paper suggests that the strong focus on norms and values, which developed gradually, may have adverse effects on the identification with the business and the willingness to uphold its status. Propositions are offered to provide guidance for future research to investigate this controversial evidence regarding the impact of value orientation on family social capital.

Social identity, rationality, creativity

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anna-Maria Kanzola ◽  
Konstantina Papaioannou ◽  
Panagiotis E. Petrakis
Keyword(s):  
Social Identity ◽  
Social Identity Theory ◽  
Identity Theory ◽  
Content Type ◽  
The Social ◽  
Social Theories ◽  
Seeking Behavior ◽  
Life Improvement ◽  
Components Analysis ◽  
The Relationship

PurposeThis study examines the relationship between rationality and creativity by means of social identity theory for the Greek society (2019–2020).Design/methodology/approachThe outline of the social identity was given through self-categorization via a distributed questionnaire. The types of behavior (rational, nonrational and loss-averse) were determined by using questions based on the Allais paradox. Principal components analysis (PCA) is used to extract the causal relationships.FindingsThe study findings demonstrate that rational individuals are more prompt to creative personality than nonrational individuals. Rational individuals are motivated to pursue creativity through life-improvement goals. Loss-averse individuals are driven through the contradictive incentive of adventure-seeking behavior without, however, being willing to easily give up their established assets.Originality/valueThis article contributes by explaining creativity among rational, nonrational and loss-averse individuals as a product of social identity theory. This contributes to the literature, by proposing that the application of social theories in economics could constitute a different foundation for economics. This refers to the notion of the social microfoundations of the political economy and macroeconomics.

Does transformational leadership always matter in frontline service roles?

2018 ◽  
Vol 28 (6) ◽  
pp. 733-751 ◽  
Author(s):  
Keo Mony Sok ◽  
Phyra Sok ◽  
Lan Snell ◽  
Pingping Qiu
Keyword(s):  
Customer Service ◽  
Service Performance ◽  
Hierarchical Regression ◽  
Content Type ◽  
Service Employees ◽  
High Level ◽  
Frontline Service Employees ◽  
The Relationship ◽  
Frontline Service

Purpose The purpose of this paper is to examine the role of frontline service employees (FSEs) motivation (enjoyment of work and driven to work) and ability (customer service ability) in the relationship between TFL and employee service performance. Design/methodology/approach This is a survey-based study which involves 534 FSEs and 135 supervisors in a hair salon setting. Hierarchical regression analysis was used to test the proposed hypotheses. Findings Results show that TFL is significantly related to employee service performance; this relationship is enhanced with the presence of driven to work; yet, it is neutralized with the presence of enjoyment of work. Further, the three-way interaction of TFL, enjoyment of work and customer service ability as well as TFL driven to work, and customer service ability are negatively associated with employee service performance. Practical implications The results advance service managers’ understanding of the importance of FSEs motivation and ability if they are to fully reap the benefits from their FSEs. The role of leader is not always effective in all situations. FSEs with high level of enjoyment of work and customer service ability would least rely on the guidance and support from the supervisors. Originality/value This research is one of the first to examine the role of subordinate’s characteristics (motivation – enjoyment of work and driven to work and ability – customer service ability) as the key moderators in the relationship between TFL and employee service performance.

Prostitution: a new dynamic of discrimination

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Raheel Yasin ◽  
Sarah I. Obsequio Namoco
Keyword(s):  
Social Identity ◽  
Gender Identity ◽  
Organizational Behavior ◽  
Social Identity Theory ◽  
Identity Theory ◽  
Content Type ◽  
Mediating Role ◽  
The Social ◽  
Transgender Discrimination ◽  
The Relationship

Purpose There is scarcity in the literature, both empirically and theoretically, regarding the relationship between transgender discrimination and prostitution. This study aims to offer a new framework for conceptualizing workplace discrimination and prostitution by examining the mediating role of poverty in the relationship between discrimination and prostitution. Design/methodology/approach The conceptual framework of this study is based on the social identity theory and the theory of prostitution. Findings Transgender is a neglected group in society, and more often, they are the ones who are unable to find jobs and when employed, find it challenging to sustain their employment because of their gender identity. This leads them to be discriminated at their workplaces. Subsequently, they are forced to leave their workplace and settle to work as prostitutes for their economic survival. Research limitations/implications Further research should empirically test the design model. Practical implications Managers play an essential role in eliminating discrimination in the organization. Managers need to take measures in crafting gender-free and anti-discrimination policies. They take steps to design recruitment policies in which there is no need to disclose applicant identity. Social implications Discrimination, on the basis of gender identity, promotes a culture of hate, intolerance and economic inequality in society. Prostitution has devastating effects on society. Originality/value In the field of organizational behavior, discrimination as a factor of prostitution was not explored. This study provides a significant contribution to the transgender and discrimination literature along with the prostitution theory and the social identity theory by proposing a model that highlights discrimination as one of the factors that compel the transgender community to be involved in prostitution.

Corporate sustainable business practices and talent attraction

2016 ◽  
Vol 7 (4) ◽  
pp. 539-559 ◽  
Author(s):  
Mohamad Abu Huzaifah bin Magbool ◽  
Azlan Amran ◽  
Mehran Nejati ◽  
Krishnaswamy Jayaraman
Keyword(s):  
Social Identity ◽  
Competitive Advantage ◽  
Social Identity Theory ◽  
Identity Theory ◽  
Business Practices ◽  
Organizational Attractiveness ◽  
Sustainable Business ◽  
Cross Sectional ◽  
Content Type ◽  
Corporate Social

Purpose This study aims to investigate whether organizations can leverage on their sustainable business practices to attract valuable talents to gain competitive advantage over their competitors. Design/methodology/approach Using factorial design, the authors conducted an experiment to assess the attractiveness of an organization in line with the social identity theory, based on the Bursa Malaysia corporate social responsibility (CSR) framework attributes (including environmental performance, community relation, workplace and marketplace performance). Findings The findings of the current study supported the notion of social identity theory, as study subjects were attracted more to organizations with high corporate sustainable business (CSB) practices than organizations with low CSB practices. Specifically, findings of the current study revealed that job applicants have a higher intention to join and willingness to accept a job offer from organizations with more sustainable business practices. Research limitations/implications This study is limited by its sample size and selection, self-reported measures and its cross-sectional nature. Practical implications Understanding the most preferred attribute of CSB practices will enable organizations to focus their valuable resources rightfully to market their CSR efforts for obtaining higher organizational attractiveness and competitive advantage. Social implications As many organizations perceive sustainable outcomes to be costly, demonstrating the positive link between CSB practices and organizational attractiveness for talents warrants a win-win paradigm. Originality/value Talented workforce is essential for differentiating an organization from its competitors. As human resources are mostly unique and non-imitable, it has been recommended as a newly minted strategy to enable organization to achieve sustainable competitive advantages.

Halal endorsements: stirring controversy or gaining new customers?

2016 ◽  
Vol 33 (1) ◽  
pp. 156-174 ◽  
Author(s):  
Bodo B. Schlegelmilch ◽  
Mubbsher Munawar Khan ◽  
Joe F. Hair
Keyword(s):  
Social Identity ◽  
Social Identity Theory ◽  
Social Dominance ◽  
Structural Equation ◽  
Identity Theory ◽  
Negative Impact ◽  
Target Group ◽  
Equation Modeling ◽  
Social Dominance Theory ◽  
Content Type

Purpose – Halal food endorsements perceived positively by the focal target group may lead to a negative reaction of consumers that harbor animosity against this target group. For such potentially controversial endorsements, in-group animosity against out-group associated product endorsements could lead to a rejection and even an outspoken disapproval of these food products. The purpose of this paper is to explain what drives in-group reactions to Halal endorsements. Design/methodology/approach – The authors use Social Identity Theory and the Social Dominance Theory in explaining animosity toward out-groups and willingness to buy products with Halal endorsements. Specifically, the authors analyze the reaction of more than 800 in-group majority Christians toward out-group minority Muslim directed Halal endorsements. Following the development of hypotheses and a conceptual model, structural equation modeling is used to measure the relationships between the constructs. Findings – Constructs based on Social Dominance Theory and Social Identity Theory predict animosity toward out-group endorsements, but the relationship between Social Dominance Theory and animosity is much stronger. Animosity is a mediator between these two constructs and willingness to purchase products with out-group focussed endorsements (Halal). Research limitations/implications – The research has been conducted in one particular country (Austria) and focusses on a specific type of controversial endorsement, namely a religious (Halal) endorsement. Other research contexts (i.e. other countries and/or different types of controversial endorsements) should be used to widen the empirical base and validate the findings. Practical implications – Marketers should be aware of a possible negative impact of out-group focussed endorsements. In particular, they should be cognizant that racism and ethnocentrism prevailing in a society could reduce the purchase intent of in-groups. Social implications – Efforts are required to combat the drivers of animosity between in-groups and out-groups. This paper provides insights on how this may be achieved. Originality/value – This study focusses on a hitherto neglected phenomenon, i.e. controversial endorsements. It uses two alternative theories and advances the understanding of the role of animosity in a domestic consumer setting; an issue that has nearly exclusively been discussed with regard to cross-border purchasing.

scholarly journals Parenting as politics: social identity theory and vaccine hesitant communities

2017 ◽  
Vol 22 (3) ◽  
pp. 183-198 ◽  
Author(s):  
Katie Attwell ◽  
David T. Smith
Keyword(s):  
Social Identity ◽  
Identity Politics ◽  
Social Identity Theory ◽  
Identity Theory ◽  
Vaccine Hesitancy ◽  
Content Type ◽  
Novel Approach ◽  
Group Identities ◽  
New Research ◽  
Communication Interventions

Purpose The purpose of this paper is to develop a theoretical framework for understanding the identity politics associated with parental hesitancy and refusal of vaccines for their children (“vaccine hesitancy or refusal” or “VHR”). Understanding these identity politics helps policymakers to craft appropriate communication interventions that do not make the problem worse. Design/methodology/approach Social identity theory is a way of understanding how group identities develop around the lifestyle practices that often include refusal to vaccinate, and how this group identity is accentuated by conflict with the pro-vaccinating societal mainstream. This paper critically appraises existing studies of VHR to explore this groupness across many different contexts. Findings Groupness is evident across many different contexts. There are also key group characteristics: preference for natural birth and breastfeeding, nature as a concept and use of complementary and alternative medicine. Research limitations/implications The paper is speculative and theoretical, using existing sources. Future studies will need to demonstrate empirically with new data. However, this theoretical approach sets up a new research agenda. Social implications These findings can help governments and policymakers minimise social conflict that risks further polarising vaccine conversations and wedging parents on the fence. Originality/value This paper argues that the decision to vaccinate or not is an inherently social one, not a matter of pure individual rationality. This is a novel approach to engaging with what is often characterised and studied as an individual decision.

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