Family ostracism and proactive customer service performance: An explanation from conservation of resources theory

• Ye, Yijiao 
• Zhu, Hong 
• Chen, Yuanyi 
• Kwan, Ho Kwong 
• Lyu, Yijing 

Indexed by

Scopus ABDC-A

Abstract

Despite　the　burgeoning　interest　in　work-family　conflict,　little　is　known　about　how　family　stressors　influences　employees’　attitudes　and　behaviors　in　the　workplace.　This　study　focused　on　family　ostracism　and　investigated　its　impact　on　employees’　proactive　customer　service　performance　(PCSP).　Drawing　on　conservation　of　resources　(COR)　theory,　this　study　further　examined　the　mediating　role　of　emotional　exhaustion　and　the　moderating　role　of　family　centrality.　Using　time-lagged　data　from　264　supervisor-follower　dyads　of　two　hotels　in　the　mainland　of　China,　this　study　found　that　family　ostracism　negatively　affected　employees’　PCSP　by　eliciting　emotional　exhaustion.　In　addition,　the　findings　indicated　that　family　centrality　strengthened　the　direct　effect　of　family　ostracism　on　emotional　exhaustion　and　the　indirect　effect　of　family　ostracism　on　PCSP　via　emotional　exhaustion　such　that　the　relationships　were　stronger　when　family　centrality　was　high.　Finally,　this　study　discussed　the　theoretical　implications　of　these　results　and　provided　practical　several　implications　for　organizations.

Keyword

• Emotional exhaustion
• Family centrality
• Family ostracism
• Proactive customer service performance

Author Community

[Ye, Yijiao; Lyu, Yijing] Xiamen University

[Zhu, Hong] Sun Yat-Sen University

[Chen, Yuanyi] Hong Kong Baptist University

[Kwan, Ho Kwong] China Europe International Business School (CEIBS)

Related Article

• Helping Misfits to Commit: How Justice Climate Attenuates the Effects of Personality Dissimilarity on Organizational Commitment

  2019，Journal of Business and Psychology

• The Interpersonal Benefits of Leader Mindfulness: A Serial Mediation Model Linking Leader Mindfulness, Leader Procedural Justice Enactment, and Employee Exhaustion and Performance

  2019，Journal of Business Ethics

• Emotions running high: Examining the effects of supervisor and subordinate emotional stability on emotional exhaustion

  2020，Journal of Research in Personality

• Fuel the service fire The effect of leader humor on frontline hospitality employees' service performance and proactive customer service performance

  2020，International Journal of Contemporary Hospitality Management