IDEAS home Printed from https://ideas.repec.org/a/kap/asiapa/v38y2021i2d10.1007_s10490-019-09677-x.html
   My bibliography  Save this article

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

Author

Listed:
  • Yijiao Ye

    (Xiamen University)

  • Hong Zhu

    (Sun Yat-Sen University)

  • Yuanyi Chen

    (Hong Kong Baptist University)

  • Ho Kwong Kwan

    (China Europe International Business School (CEIBS))

  • Yijing Lyu

    (Xiamen University)

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.

Suggested Citation

  • Yijiao Ye & Hong Zhu & Yuanyi Chen & Ho Kwong Kwan & Yijing Lyu, 2021. "Family ostracism and proactive customer service performance: An explanation from conservation of resources theory," Asia Pacific Journal of Management, Springer, vol. 38(2), pages 645-667, June.
    • Handle: RePEc:kap:asiapa:v:38:y:2021:i:2:d:10.1007_s10490-019-09677-x
    DOI: 10.1007/s10490-019-09677-x
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10490-019-09677-x
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s10490-019-09677-x?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Jonathon Halbesleben & Jean-Pierre Neveu & Samantha Paustian-Underdahl & Mina Westman, 2014. "Getting to the “COR”: Understanding the Role of Resources in Conservation of Resources Theory," Post-Print hal-02049109, HAL.
    2. Long‐Zeng Wu & Frederick Hong‐kit Yim & Ho Kwong Kwan & Xiaomeng Zhang, 2012. "Coping with Workplace Ostracism: The Roles of Ingratiation and Political Skill in Employee Psychological Distress," Journal of Management Studies, Wiley Blackwell, vol. 49(1), pages 178-199, January.
    3. Guiyao Tang & Ho Kwong Kwan & Deyuan Zhang & Zhou Zhu, 2016. "Work–Family Effects of Servant Leadership: The Roles of Emotional Exhaustion and Personal Learning," Journal of Business Ethics, Springer, vol. 137(2), pages 285-297, August.
    4. Yan Li & Neal Ashkanasy & David Ahlstrom, 2014. "The rationality of emotions: A hybrid process model of decision-making under uncertainty," Asia Pacific Journal of Management, Springer, vol. 31(1), pages 293-308, March.
    5. Xiangfan Wu & Ho Kwong Kwan & Long-Zeng Wu & Jie Ma, 2018. "The Effect of Workplace Negative Gossip on Employee Proactive Behavior in China: The Moderating Role of Traditionality," Journal of Business Ethics, Springer, vol. 148(4), pages 801-815, April.
    6. Yan Li & Neal M. Ashkanasy, 2019. "Risk adaptation and emotion differentiation: An experimental study of dynamic decision-making," Asia Pacific Journal of Management, Springer, vol. 36(1), pages 219-243, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Haina Zhang & Ziwei Yang & Ho Kwong Kwan & Fangjian Wu, 2023. "Workplace ostracism and family social support: a moderated mediation model of personal reputation," Asia Pacific Journal of Management, Springer, vol. 40(4), pages 1643-1682, December.
    2. Haixiao Chen & Ho Kwong Kwan & Wei-ling Ye, 2023. "Effects of sexual harassment on work–family enrichment: the roles of organization-based self-esteem and Polychronicity," Asia Pacific Journal of Management, Springer, vol. 40(2), pages 409-434, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Xiao-Yu Liu & Ho Kwong Kwan & Xiaomeng Zhang, 2020. "Introverts maintain creativity: A resource depletion model of negative workplace gossip," Asia Pacific Journal of Management, Springer, vol. 37(1), pages 325-344, March.
    2. Sophia Soyoung Jeong & Yuanyuan Gong & Alexandra Henderson, 2023. "Sympathy or distress? The moderating role of negative emotion differentiation in helping behavior," Asia Pacific Journal of Management, Springer, vol. 40(4), pages 1429-1458, December.
    3. Bruno Lussier & Nathaniel N. Hartmann & Willy Bolander, 2021. "Curbing the Undesirable Effects of Emotional Exhaustion on Ethical Behaviors and Performance: A Salesperson–Manager Dyadic Approach," Journal of Business Ethics, Springer, vol. 169(4), pages 747-766, April.
    4. Alfredo Rodríguez-Muñoz & Gerardo Montes-Maroto & Mirko Antino & Francisco Gil-Rodríguez & Paula Ruíz-Zorrilla, 2021. "Mindful You, Relaxed and Beneficial Me: A Daily Diary Study of Coworker Dyads," Journal of Happiness Studies, Springer, vol. 22(2), pages 767-786, February.
    5. Uju Violet Alola & Simplice A. Asongu & Andrew Adewale Alola, 2019. "Linking supervisor incivility with job embeddedness and cynicism: The mediating role of employee self-efficacy," Working Papers of the African Governance and Development Institute. 19/091, African Governance and Development Institute..
    6. Lance Ferris, D. & Fatimah, Shereen & Yan, Ming & Liang, Lindie H. & Lian, Huiwen & Brown, Douglas J., 2019. "Being sensitive to positives has its negatives: An approach/avoidance perspective on reactivity to ostracism," Organizational Behavior and Human Decision Processes, Elsevier, vol. 152(C), pages 138-149.
    7. Xiaolei Zou & Xiaoxi Chen & Fengling Chen & Chuxin Luo & Hongyan Liu, 2020. "The Influence of Negative Workplace Gossip on Knowledge Sharing: Insight from the Cognitive Dissonance Perspective," Sustainability, MDPI, vol. 12(8), pages 1-17, April.
    8. Long-Zeng Wu & Ho Kwong Kwan & Li-Qun Wei & Jun Liu, 2013. "Ingratiation in the Workplace: The Role of Subordinate and Supervisor Political Skill," Journal of Management Studies, Wiley Blackwell, vol. 50(6), pages 991-1017, September.
    9. Robert Cialdini & Yexin Jessica Li & Adriana Samper & Ned Wellman, 2021. "How Bad Apples Promote Bad Barrels: Unethical Leader Behavior and the Selective Attrition Effect," Journal of Business Ethics, Springer, vol. 168(4), pages 861-880, February.
    10. Zhu Yao & Jinlian Luo & Na Fu & Xianchun Zhang & Qunchao Wan, 2022. "Rational Counterattack: The Impact of Workplace Bullying on Unethical Pro-organizational and Pro-family Behaviors," Journal of Business Ethics, Springer, vol. 181(3), pages 661-682, December.
    11. Dimitrova, Mihaela & Chia, Sherwin Ignatius & Shaffer, Margaret A. & Tay-Lee, Cheryl, 2020. "Forgotten travelers: Adjustment and career implications of international business travel for expatriates," Journal of International Management, Elsevier, vol. 26(1).
    12. Kim, Andrea & Moon, Jinhee & Shin, Jiseon, 2019. "Justice perceptions, perceived insider status, and gossip at work: A social exchange perspective," Journal of Business Research, Elsevier, vol. 97(C), pages 30-42.
    13. Hampson, Daniel P. & Gong, Shiyang & Xie, Yi, 2021. "How consumer confidence affects price conscious behavior: The roles of financial vulnerability and locus of control," Journal of Business Research, Elsevier, vol. 132(C), pages 693-704.
    14. Zhining Wang & Shuang Ren & Doren Chadee & Yuhang Chen, 2024. "Employee Ethical Silence Under Exploitative Leadership: The Roles of Work Meaningfulness and Moral Potency," Journal of Business Ethics, Springer, vol. 190(1), pages 59-76, February.
    15. Yuntao Bai & Lili Lu & Li Lin-Schilstra, 2022. "Auxiliaries to Abusive Supervisors: The Spillover Effects of Peer Mistreatment on Employee Performance," Journal of Business Ethics, Springer, vol. 178(1), pages 219-237, June.
    16. Mario Bogdanovic & Ladislav Tyll, 2016. "Attitude of Management Students towards Whistleblowing: Evidence from Croatia," Central European Business Review, Prague University of Economics and Business, vol. 2016(1), pages 45-61.
    17. Cathy Sheehan & Helen De Cieri & Brian K Cooper & Robert Brooks, 2016. "The impact of HR political skill in the HRM and organisational performance relationship," Australian Journal of Management, Australian School of Business, vol. 41(1), pages 161-181, February.
    18. Guiyao Tang & Ho Kwong Kwan & Deyuan Zhang & Zhou Zhu, 2016. "Work–Family Effects of Servant Leadership: The Roles of Emotional Exhaustion and Personal Learning," Journal of Business Ethics, Springer, vol. 137(2), pages 285-297, August.
    19. Tisdall, Lucas & Zhang, Yahua, 2020. "Preparing for ‘COVID-27’: Lessons in management focus – An Australian general aviation perspective," Journal of Air Transport Management, Elsevier, vol. 89(C).
    20. Xia Tiantian & Zhang Zhenduo & Xiao Huan & Xiu Jing & Jia Wentong, 2021. "The Curvilinear Relationship Between Job Control and Voice: Role of Emotional Resistance to Change and Supervisor Developmental Feedback," SAGE Open, , vol. 11(2), pages 21582440211, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:kap:asiapa:v:38:y:2021:i:2:d:10.1007_s10490-019-09677-x. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.