Abusive supervision and customer-oriented organizational citizenship behavior: The roles of hostile attribution bias and work engagement

doi:10.1016/j.ijhm.2015.12.001

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	Abusive supervision and customer-oriented organizational citizenship behavior: The roles of hostile attribution bias and work engagement
	Lyu, Yijing 1; Zhu, Hong 2; Zhong, Hong-Jun 3; Hu, Leqi 4
刊名	INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
	2016-02
卷号	53 页码:69-80
关键词	Abusive supervision Customer-oriented OCB Work engagement Hostile attribution bias
ISSN号	0278-4319
DOI	10.1016/j.ijhm.2015.12.001
英文摘要	We examined the relationship between abusive supervision and hospitality employees' customer oriented organizational citizenship behavior (OCB). Employing the conservation of resources theory, we explain the mediating role of work engagement. We further examine the moderating role of hostile attribution bias in exacerbating the abusive supervision and work engagement relationship. Using time-lagged data from 12 hotels in China, we found that abusive supervision negatively affected service employees' customer-oriented OCB by undermining work engagement. In addition, our findings indicated that hostile attribution bias strengthened the direct effect of abusive supervision on work engagement and the indirect effect of abusive supervision on customer-oriented OCB via work engagement such that the relationships were stronger when hostile attribution bias was high rather than low. The theoretical and managerial implications of these results are discussed. (C) 2015 Elsevier Ltd. All rights reserved.
WOS研究方向	Social Sciences - Other Topics
语种	英语
出版者	ELSEVIER SCI LTD
WOS记录号	WOS:000369452900008
内容类型	期刊论文
源URL	[http://10.2.47.112/handle/2XS4QKH4/1366]
专题	上海财经大学
通讯作者	Zhu, Hong
作者单位	1.Fudan Univ, Sch Management, Dept Management, Shanghai 200433, Peoples R China; 2.Sun Yat Sen Univ, Sch Tourism Management, Dept Hotel & Club Management, Zhuhai, Peoples R China; 3.Shanghai Univ Finance & Econ, Sch Business, Shanghai, Peoples R China; 4.Biwei Int Inspect Grp, Dept Human Resource, Shanghai, Peoples R China
推荐引用方式 GB/T 7714	Lyu, Yijing,Zhu, Hong,Zhong, Hong-Jun,et al. Abusive supervision and customer-oriented organizational citizenship behavior: The roles of hostile attribution bias and work engagement[J]. INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT,2016,53:69-80.
APA	Lyu, Yijing,Zhu, Hong,Zhong, Hong-Jun,&Hu, Leqi.(2016).Abusive supervision and customer-oriented organizational citizenship behavior: The roles of hostile attribution bias and work engagement.INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT,53,69-80.
MLA	Lyu, Yijing,et al."Abusive supervision and customer-oriented organizational citizenship behavior: The roles of hostile attribution bias and work engagement".INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT 53(2016):69-80.