Putting customer service at risk: Why and when family ostracism relates to customer-oriented behaviors

H. M. Saidur Rahaman (First Author), Ho Kwong Kwan (Participant Author), Mayowa T. Babalola (Participant Author), Haixiao Chen (Participant Author)

Research output: Contribution to journalJournal

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Abstract

This study examines why and when family ostracism can have an adverse effect on employees' customer service behaviors. Drawing on self-determination theory (SDT), we theorize the existence of moderated multi-mediation relationships between family ostracism and employees' customer service behaviors (i.e., customer-oriented organizational citizenship behaviors and customer-oriented voice behaviors) through harmonious passion for work and customer orientation, with social skills playing a moderating role. We used a time-lagged design to collect data from service employees in China. Our results show that controlling for workplace ostracism at Time 1, the relationship between family ostracism and employees' customer service behaviors is negative and serially mediated by both harmonious passion for work and customer orientation. Furthermore, employees who are less socially skilled are more prone to the adverse effects of family ostracism. Last, female employees are more vulnerable to the effects of family ostracism on their customer service.
Original languageEnglish
JournalInternational Journal of Hospitality Management
Volume109
DOIs
Publication statusPublished - 1 Feb 2023

Corresponding author email

chenhaixiao1218@foxmail.com

Project sponsor

China Europe International Business School

Project No.

AG22HPL

Keywords

  • Family ostracism
  • Harmonious passion for work
  • Customer orientation
  • Customer-focused organizational citizenship
  • behavior
  • Customer-focused voice
  • Social skills

Indexed by

  • ABDC-A*
  • SSCI

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