Exploring the impact of abusive supervision on employee approaches to managing service errors and failures: Examining the effects of hope and optimism, and service tenure

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2024-06-18 DOI:10.1016/j.ijhm.2024.103839

Huy Gip , Xingyu Wang , Priyanko Guchait , Aysin Pasamehmetoglu

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引用次数: 0

Abstract

Drawing from the conservation of resources (COR) theory, the current study posits that leadership in the form of abusive supervision will be more detrimental to subordinates' hope and optimism, due to the loss of accumulated resources for those who have increased service tenure, thereby lowering their ability to alleviate and successfully manage service failures/errors. Using convenience sampling, 174 hotel frontline employees from Istanbul, Turkey, completed survey questionnaires in two separate time waves. Results from SmartPLS indicate that abusive supervision has a significant and adverse association with employees’ hope and optimism. Additionally, the relationship between abusive supervision and employees’ hope and optimism is moderated by service tenure, such that the negative relationship is more profound for those with increased service tenure. Finally, hope and optimism mediate the relationship between abusive supervision and two behaviors for handling service errors/failures (i.e., service recovery performance and error reporting). This study concludes by discussing theoretical and practical implications.

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探讨滥用监督对员工处理服务失误和失败的方法的影响：研究希望和乐观情绪以及服务期限的影响

本研究从资源保护（COR）理论出发，认为滥用监督形式的领导方式将更不利于下属的希望和乐观情绪，因为对于那些服务年限增加的人来说，积累的资源会流失，从而降低他们缓解和成功管理服务失败/错误的能力。通过方便抽样，来自土耳其伊斯坦布尔的 174 名酒店一线员工在两个不同的时间波次中完成了调查问卷。SmartPLS 的结果表明，虐待性监督与员工的希望和乐观情绪有显著的不利关系。此外，滥用性监督与员工的希望和乐观情绪之间的关系受到服务年限的调节，因此服务年限越长，负面关系越深。最后，希望和乐观情绪调节了滥用性监督与处理服务错误/失败的两种行为（即服务恢复绩效和错误报告）之间的关系。本研究最后讨论了理论和实践意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.

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