Supervisor and customer-driven stressors to predict silence and voice motives: Mediating and moderating roles of anger and self-control
Services Marketing Quarterly, 2020•Taylor & Francis
This study aims to investigate communicative deviance among front line employees (FLEs)
as a consequence of supervisor and customer mistreatment. The emotion of anger as a
mediator while self-control as a moderator is positioned to buffer the customer and
supervisor aggression–> communicative deviance. The survey-based data from 284 Turkish
FLEs demonstrate that abusive supervision triggers negative emotion of anger, resulting in
deviant silence. A stronger support for self-control as a moderator to buffer the anger …
as a consequence of supervisor and customer mistreatment. The emotion of anger as a
mediator while self-control as a moderator is positioned to buffer the customer and
supervisor aggression–> communicative deviance. The survey-based data from 284 Turkish
FLEs demonstrate that abusive supervision triggers negative emotion of anger, resulting in
deviant silence. A stronger support for self-control as a moderator to buffer the anger …
Abstract
This study aims to investigate communicative deviance among front line employees (FLEs) as a consequence of supervisor and customer mistreatment. The emotion of anger as a mediator while self-control as a moderator is positioned to buffer the customer and supervisor aggression–>communicative deviance. The survey-based data from 284 Turkish FLEs demonstrate that abusive supervision triggers negative emotion of anger, resulting in deviant silence. A stronger support for self-control as a moderator to buffer the anger–deviant silence relationship is also found. The study uniquely integrates human emotions to investigate destructive work behaviors in a service context.
Taylor & Francis Online以上显示的是最相近的搜索结果。 查看全部搜索结果