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How and When Does Abusive Supervision Damage Service Performance? The Perspective of Self-regulation Impairment

[Speaker] Wu, Tsung-yu:1
[Co-author] Gan, Ya-ling:2, Liao, Hung-yi:4, Yang, Chun-chi:3, Cheng, Bor-shiuan:1
1:National Taiwan University (Taiwan), 2:National Taiwan University of Science and Technology (Taiwan), 3:Fu Jen Catholic University (Taiwan), 4:Xiamen University Tan Kah Kee College (Taiwan)

Drawing on the perspective of self-regulation impairment, we examine how and when abusive supervision negatively affects frontline employees' service performance, specifically focusing on the mediating role of surface acting and ego depletion as well as the moderating role of surface acting self-efficacy. Using questionnaire survey, we collected 156 valid pairs of leader-subordinate dyad data among organizations in Taiwan. The results showed that (1) abusive supervision predicts employees' service performance through the mediating effect of surface acting and ego depletion; (2) surface acting self-efficacy weakens the relationships between surface acting and ego depletion; (3) surface acting self-efficacy moderates the mediating effects of surface acting and ego depletion on the relationship between abusive supervision and service performance such that this mediating effects are weaker for employees with higher surface acting self-efficacy, which implies a moderated mediation model. We discussed the theoretical and practical implications at the end.
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