Exploring the role of abusive supervision and customer mistreatment with a felt obligation on the knowledge hiding behaviours among front-line employees: a group analysis

IF 1.9 Q2 ETHICS

Asian Journal of Business Ethics Pub Date : 2021-12-11 DOI:10.1007/s13520-021-00131-0

Naeem Hayat, Umer Mukhtar, Anas A. Salameh

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引用次数: 1

Abstract

Front-line employees (FELs) facing double challenges of handling demanding supervisors and irresponsible customers in organizational settings. Performance of service organizations exceedingly reliant on knowledge sharing within organizational employees. FLEs develop the destructive emotions of revenge attitude from abusive supervision and customers’ mistreatment and diminish knowledge sharing. This work aims to determine the effect of abusive supervision (ABS) and customer mistreatment (CMT) on the development of revenge attitude (RVA) and felt obligation (FTO) reduces the knowledge hiding behaviors. Moreover, the FLEs categorical factors of work experience and gender vary the effect of knowledge hiding. Survey data from 201 FLEs police officers. Structural equation modeling partial least square regression (PLS-SEM) SmartPLS 3.1 was utilized to test the model. Study results confirm that ABS and CMT significantly impact the RVA, and FTO reduces the RVA. Moreover, RVA influences the evasive, playing dumb, and rationalized knowledge hiding behaviors, and FTO significantly streamlined the knowledge hiding behaviors. FLEs personal attributes of experience and gender moderates the knowledge hiding behaviour and analysed with PLS multiple group analysis (MGA). The study contributes to the knowledge hiding in service work settings FLEs facing internal and external pressures. Service firms need to train the FLEs to manage the customer with the established working standards and work with the supervisor exceeding expectations. Study limitations and future research opportunities were reported at the end.

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探讨滥用监管和义务顾客虐待对一线员工知识隐藏行为的影响:一组分析

摘要在组织环境中，一线员工面临着双重挑战，既要应对苛刻的主管，又要应对不负责任的客户。服务型组织的绩效极度依赖于组织员工内部的知识共享。员工因滥用监管和客户虐待而产生报复态度的破坏性情绪，减少知识共享。本研究旨在确定滥用监管(ABS)和客户虐待(CMT)对报复态度(RVA)发展的影响，以及感觉义务(FTO)减少知识隐藏行为的影响。此外，工作经验和性别对知识隐藏的影响也存在差异。调查数据来自201名法国警务人员。采用结构方程建模偏最小二乘回归(PLS-SEM) SmartPLS 3.1对模型进行检验。研究结果证实，ABS和CMT显著影响RVA, FTO降低RVA。RVA对回避、装聋作哑和合理化的知识隐藏行为有影响，FTO显著地简化了知识隐藏行为。经验和性别的个人属性对知识隐藏行为有调节作用，并采用PLS多群分析(MGA)进行了分析。本研究对服务工作环境下的知识隐藏有一定的帮助。服务公司需要培训客户经理以既定的工作标准管理客户，并与主管合作超越期望。最后报告了研究的局限性和未来的研究机会。

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

Asian Journal of Business Ethics ETHICS-

CiteScore

2.60

自引率

38.50%

发文量

期刊介绍： The Asian Journal of Business Ethics (AJBE) publishes original articles from a wide variety of methodological and disciplinary perspectives concerning ethical issues related to business in Asia, including East, Southeast and South-central Asia. Like its well-known sister publication Journal of Business Ethics, AJBE examines the moral dimensions of production, consumption, labour relations, and organizational behavior, while taking into account the unique societal and ethical perspectives of the Asian region. The term ''business'' is understood in a wide sense to include all systems involved in the exchange of goods and services, while ''ethics'' is understood as applying to all human action aimed at securing a good life. We believe that issues concerning corporate responsibility are within the scope of ethics broadly construed. Systems of production, consumption, marketing, advertising, social and economic accounting, labour relations, public relations and organizational behaviour will be analyzed from a moral or ethical point of view. The style and level of dialogue involve all who are interested in business ethics - the business community, universities, government agencies, non-government organizations and consumer groups.The AJBE viewpoint is especially relevant today, as global business initiatives bring eastern and western companies together in new and ever more complex patterns of cooperation and competition.