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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
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    References listed on IDEAS

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    1. 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.
    2. 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.
    3. 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.
    4. 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.
    5. 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.
    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.
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    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.

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