CN EN
Advanced

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

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

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

Source

Asia Pacific Journal of Management

ISSN:0217-4561

Year:2019

Issue:First Online

ESI Discipline:ECONOMICS & BUSINESS;

Cited Count
W
Loading...
C
Loading...
Get Fulltext
Rights and Licenses
Related Keywords
Communities & Collections
Access Stats
Creative Commons Licence
The content of CEIBS Research Online is licensed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License (CC BY-NC-ND 4.0).