Green-eyed coworkers in service organizations: The impact of being envied by coworkers on employee service outcomes

IF 4.9 2区管理学 Q1 MANAGEMENT

Asia Pacific Journal of Management Pub Date : 2023-08-03 DOI:10.1007/s10490-023-09911-7

Xinyu Liu, Long-Zeng Wu, Yijiao Ye, Luanyu Liu, Xuan-Mei Cheng

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Abstract

This research examined whether, how, and when being envied by coworkers influences employee service outcomes in the service context. Drawing upon self-determination theory (SDT), we tested a moderated-mediation model using a sample of 217 frontline service employees in two Chinese hotels. By focusing on the envied targets, our research demonstrates that being envied by coworkers negatively influences the targets’ service performance and proactive customer service performance (PCSP). Moreover, relatedness need satisfaction mediates the influence of being envied by coworkers on service performance and PCSP. Furthermore, employee interpersonal sensitivity strengthens the direct effect of being envied by coworkers on relatedness need satisfaction, and the indirect effects of being envied by coworkers on service performance and PCSP through relatedness need satisfaction. The present study provides new theoretical insights for future studies and managerial implications for service organizations.

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服务型组织中嫉妒的同事:被同事嫉妒对员工服务结果的影响

本研究考察了在服务环境中被同事羡慕是否、如何以及何时影响员工的服务结果。利用自我决定理论（SDT），我们以中国两家酒店的217名一线服务员工为样本，检验了一个有调节的中介模型。通过对嫉妒对象的关注，我们的研究表明，被同事嫉妒对目标的服务绩效和主动客户服务绩效（PCSP）产生负面影响。关系需求满意度在被同事羡慕对服务绩效和PCSP的影响中起中介作用。此外，员工人际关系敏感性强化了被同事羡慕对关系需求满意度的直接影响，以及被同事羡慕通过关系需求满意度对服务绩效和PCSP的间接影响。本研究为未来的研究提供了新的理论见解，并为服务组织的管理提供了启示。

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来源期刊

Asia Pacific Journal of Management MANAGEMENT-

CiteScore

9.70

自引率

9.30%

发文量

期刊介绍： The Asia Pacific Journal of Management publishes original manuscripts on management and organizational research in the Asia Pacific region, encompassing Pacific Rim countries and mainland Asia. APJM focuses on the extent to which each manuscript addresses matters that pertain to the most fundamental question: “What determines organization success?” The major academic disciplines that we cover include entrepreneurship, human resource management, international business, organizational behavior, and strategic management. However, manuscripts that belong to other well-established disciplines such as accounting, economics, finance, marketing, and operations generally do not fall into the scope of APJM. We endeavor to be the major vehicle for exchange of ideas and research among management scholars within or interested in the broadly defined Asia Pacific region.Key features include: Rigor - maintained through strict review processes, high quality global reviewers, and Editorial Advisory and Review Boards comprising prominent researchers from many countries. Relevance - maintained by its focus on key management and organizational trends in the region. Uniqueness - being the first and most prominent management journal published in and about the fastest growing region in the world. Official affiliation - Asia Academy of ManagementFor more information, visit the AAOM website:www.baf.cuhk.edu.hk/asia-aom/ Officially cited as: Asia Pac J Manag