Impact of perceived overqualification on knowledge hiding and service delivery performance: The moderating role of occupational instrumentality

Abstract

The problem of perceived overqualification (POQ) and the importance of occupational instrumentality have been acknowledged in the literature. Drawing on equity theory, we built a model that explains how and why occupational instrumentality moderates the mediatory role of knowledge hiding on the relationship between POQ and service delivery performance in the tourism and hospitality industry. Underlying this model is the notion that employees' POQ is the cause of knowledge hiding and poor service delivery performance and occupational instrumentality is the diffuser in the tourism and hospitality context. Data were obtained from employees in the aviation sector and analyzed with the PLS-SEM technique. The findings indicate that POQ directly influences employees' knowledge hiding behavior, but this behavior does not significantly impact their service delivery performance. Knowledge hiding does not act as a mediating factor between POQ and service delivery performance. In other words, knowledge hiding does not explain the link between feeling overqualified and poor service delivery performance. Interestingly, it was observed that the effect of POQ on knowledge hiding is stronger when employees have a strong sense of occupational instrumentality. This suggests that even when employees value the contributions of their current role to their future occupation and career, they are still inclined to resort to knowledge hiding as a response to POQ. Our study results extend theorizing on the themes of interest and offer valuable practical insights.