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

Yijiao Ye (First Author), Ho Kwong Kwan (Participant Author), Yijing Lyu (Participant Author), Yuanyi Chen (Participant Author), Hong Zhu (Participant Author)

科研成果: 期刊稿件期刊论文

摘要

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.
源语言英语
期刊Asia Pacific Journal of Management
First Online
DOI
已出版 - 2019

Corresponding author email

zhuhong108@gmail.com

关键词

  • Emotional exhaustion
  • Family centrality
  • Family ostracism
  • Proactive customer service performance

成果物的来源

  • ABDC-A
  • Scopus

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