Program

Oral

The effect of workplace ostracism on service employees' proactive customer service performance

[Speaker] Zhu, Hong:1
[Co-author] Lyu, Yijing:2, Song, Moxi:3
1:Sun Yat-Sen University (China (People's Republic of China)), 2:Fudan University (China (People's Republic of China)), 3:China Agricultural University (China (People's Republic of China))

We examined the relationship between workplace ostracism (WOS) and service employees' proactive customer service performance (PCSP). Employing the conservation of resources theory, we explain the mediating role of job tension and customer orientation. We argue that perceived WOS leads to the target employee's job tension, which further negatively affects his or her customer orientation. Moreover, customer orientation mediates the relationship between job tension and PCSP. We also examine the moderating role of need for belonging in exacerbating the WOS and job tension relationship. Using time-lagged data from 16 hotels in China, we found that WOS negatively affected service employees' PCSP by generating job tension, which further undermined customer orientation. In addition, our findings indicated that need for belonging strengthened the effect of WOS on job tension such that the relationship was stronger when need for belonging was high rather than low. The theoretical and managerial implications are discussed.
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