scholarly journals When Do Service Employees Suffer More from Job Insecurity? The Moderating Role of Coworker and Customer Incivility

2019 ◽  
Vol 16 (7) ◽  
pp. 1298 ◽  
Author(s):  
Yuhyung Shin ◽  
Won-Moo Hur
Keyword(s):  
Job Performance ◽  
Emotional Exhaustion ◽  
Positive Relationship ◽  
Job Insecurity ◽  
Workplace Incivility ◽  
Moderating Effect ◽  
Panel Surveys ◽  
Service Employees ◽  
Managerial Implications ◽  
High Level

The present study examines the effect of service employees’ job insecurity on job performance through emotional exhaustion. We identified workplace incivility (i.e., coworker and customer incivility) as a boundary condition that strengthens the positive relationship between job insecurity and emotional exhaustion. To test this moderating effect, we collected online panel surveys from 264 Korean service employees at two time points three months apart. As predicted, the positive relationship between job insecurity and job performance was partially mediated by emotional exhaustion. Of the two forms of workplace incivility, only coworker incivility exerted a significant moderating effect on the job insecurity–emotional exhaustion relationship, such that this relationship was more pronounced when service employees experienced a high level of coworker incivility than when coworker incivility was low. Coworker incivility further moderated the indirect effect of job insecurity on job performance through emotional exhaustion. These findings have theoretical implications for job insecurity research and managerial implications for practitioners.

Reflections on Workplace Compassion and Job Performance

2017 ◽  
Vol 23 (3) ◽  
pp. 234-243 ◽  
Author(s):  
Ghadeer Mohamed Badr ElDin Aboul-Ela
Keyword(s):  
Job Performance ◽  
Task Performance ◽  
Positive Relationship ◽  
Research Study ◽  
Contextual Performance ◽  
Previous Literature ◽  
Performance Task ◽  
Managerial Implications ◽  
Research Findings

Workplace compassion is one of the cornerstone remedies to employees’ suffering. Compassionate acts will directly affect the job performance of employees. This research study looks at the analysing relationship between workplace compassion and job performance, namely, task performance and contextual performance. Workplace compassion, task performance and contextual performance were explored from a previous literature perspective and were tested and analysed statistically. Self-administered questionnaires were distributed among teachers and co-teachers employed in international nurseries in Cairo and Giza governorates located in Egypt. Results revealed a positive relationship between workplace compassion and job performance (task and contextual constructs). Discussion of the results along with managerial implications and recommendations were addressed based on the research findings.

Workplace Emotions: A Study of Frontline Hotel Employees

2017 ◽  
Vol 42 (3) ◽  
pp. 237-252
Author(s):  
Swati Soni
Keyword(s):  
Emotion Regulation ◽  
Emotional Exhaustion ◽  
Surface Acting ◽  
Deep Acting ◽  
Emotional Labour ◽  
Hotel Employees ◽  
Managerial Implications ◽  
Worker Support ◽  
High Level

The study examines the phenomenon of emotional labour, with a special reference to the frontline hotel employees. Deep acting and surface acting have been discussed as emotion regulation processes. The study hypothesized that emotional labour results in emotional exhaustion and co-worker support acts as a moderator in the relationship between emotional exhaustion and emotional labour. Responses of 140 frontline hotel employees were measured using a self-administered questionnaire to obtain data on emotional labour, consequent emotional exhaustion and moderating role of co-worker support in the proposed relationship. The findings suggest that emotional labour leads to emotional exhaustion, and surface acting was positively related to emotional exhaustion and deep acting was negatively related to emotional exhaustion. Male and female employees, in similar profiles, showed differences in their emotional experiences and emotion regulation processes. Co-worker support was found to have a ‘reverse buffering’ effect suggesting that high level of co-worker support may result in decrease in job satisfaction as emotional labour increases. This was indeed an interesting observation. The article discusses the managerial implications of these findings.

Essential precursors and effects of employee creativity in a service context

2015 ◽  
Vol 20 (7) ◽  
pp. 733-752 ◽  
Author(s):  
Inyong Shin ◽  
Won-Moo Hur ◽  
Hongseok Oh
Keyword(s):  
Job Performance ◽  
Customer Service ◽  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Affective Commitment ◽  
Flight Attendants ◽  
Surface Acting ◽  
Employee Creativity ◽  
Content Type ◽  
High Level

Purpose – The purpose of this paper is to examine how the emotional labor strategies of service employees differently influence the level of their creativity, and whether creative employees consequently benefit from that creativity in terms of achieving a high level of job performance. Design/methodology/approach – The authors surveyed flight attendants from an airline in South Korea. The authors distributed 150 questionnaires to flight attendants, received 126 responses, and finally obtained 119 usable data. The authors used Mplus 7.13 to evaluate validity and test the hypotheses. Findings – Whereas employees using deep acting were found to be less emotionally exhausted and more affectively committed toward their organization, which produced a high level of creativity, those who selected surface acting were shown to suffer more emotional exhaustion and have less affective commitment, which generated a low level of creativity. Customer service personnel behaving creatively resulted in superior official job performance appraisals. Originality/value – This study makes distinct contributions to the literature by proposing emotional labor as the key antecedent of employee creativity in service organizations, by confirming emotional exhaustion and affective commitment as the motivational mechanisms through which emotional labor strategies influence service employee creativity, and by suggesting the value of employee creativity.

scholarly journals Mistreatment from Multiple Sources: Interaction Effects of Abusive Supervision, Coworker Incivility, and Customer Incivility on Work Outcomes

2021 ◽  
Vol 18 (10) ◽  
pp. 5377
Author(s):  
Yuhyung Shin ◽  
Won-Moo Hur ◽  
Seongho Kang
Keyword(s):  
Job Performance ◽  
Emotional Exhaustion ◽  
Indirect Effect ◽  
Large Body ◽  
Abusive Supervision ◽  
Theory And Practice ◽  
Work Outcomes ◽  
Multiple Sources ◽  
Service Employees ◽  
The Relationship

Despite the large body of research on workplace mistreatment, surprisingly few studies have examined the interaction effect of multiple interpersonal stressors on employee outcomes. To fill this gap, our research aimed to test the moderating effects of coworker incivility and customer incivility on the relationship between abusive supervision, emotional exhaustion, and job performance. Analyses conducted on 651 South Korean frontline service employees revealed that abusive supervision exerted a significant indirect effect on job performance through emotional exhaustion. Customer incivility strengthened the positive relationship between abusive supervision and emotional exhaustion, as well as the indirect effect of abusive supervision on job performance through emotional exhaustion. Our post hoc analysis demonstrated a three-way interaction between abusive supervision, coworker incivility, and customer incivility; the relationship between abusive supervision and emotional exhaustion was significantly positive only when coworker incivility was high and customer incivility was low. We discuss the implications of our findings for theory and practice.

scholarly journals When and How Does the Job Insecurity of Salespersons Become a Sleep Problem? The Moderating Roles of Organizational Control Systems

Healthcare ◽  
2020 ◽  
Vol 8 (4) ◽  
pp. 422
Author(s):  
Chang Mo Jung ◽  
Tae-Won Moon ◽  
Won-Moo Hur
Keyword(s):  
Sleep Quality ◽  
Control Systems ◽  
Emotional Exhaustion ◽  
Positive Relationship ◽  
Job Insecurity ◽  
Organizational Control ◽  
Behavior Based Control ◽  
Behavior Based ◽  
And Behavior ◽  
Insomnia Symptoms

The present study examines the effect of the emotional exhaustion associated with salespersons’ job insecurity on their sleep (i.e., insomnia symptoms). We identified two types of formal organizational control systems (i.e., outcome-based and behavior-based controls) as boundary conditions that strengthen/weaken the positive relationship between job insecurity and emotional exhaustion. To test this moderating effect, we collected online panel surveys from 187 Korean salespersons at two time points, which were separated by three months. Like our predictions, the positive relationship between job insecurity and negative sleep quality (i.e., insomnia symptoms) was found to be mediated by emotional exhaustion. We further found a significant three-way interaction between job insecurity, outcome-based control, and behavior-based control, which is mediated by emotional exhaustion, indicating that the positive relationship between job insecurity and emotional exhaustion was strongest when the outcome-based control and behavior-based control of salespersons were high and low, respectively. The indirect effect of the emotional exhaustion associated with job insecurity on sleep quality was also weakest when the outcome-based control and behavior-based control were both high. These results provide theoretical and practical implications for managing employees in job insecurity contexts.

Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance

2016 ◽  
Vol 28 (12) ◽  
pp. 2888-2912 ◽  
Author(s):  
Meehee Cho ◽  
Mark A. Bonn ◽  
Su Jin Han ◽  
Kyung Hee Lee
Keyword(s):  
Emotional Exhaustion ◽  
Organizational Support ◽  
Workplace Incivility ◽  
Service Performance ◽  
Three Dimensions ◽  
Content Type ◽  
Service Employees ◽  
Frontline Service Employees ◽  
Practical Implications ◽  
Frontline Service

Purpose This study aims to acquire a better understanding about consequences of workplace incivility upon restaurant frontline service employees caused by customers, supervisors and coworkers. The moderating roles of perceived organizational support (POS) and emotion regulation ability (ERA) were also tested to determine the possibility for reducing the negative effect of workplace incivility upon the emotional exhaustion of restaurant frontline service employees. Design/methodology/approach Using data obtained from 239 restaurant frontline service employees, a 35-item instrument was used to assess workplace incivility and its effects upon emotional exhaustion, perceived service performance, POS and ERA. A structural equation model was used to test hypotheses. The multi-group approach was used to investigate the moderating effects POS and ERA have upon the relationships between workplace incivility, emotional exhaustion and perceived service performance. Findings Results documented that workplace incivility significantly increases emotional exhaustion and further leads to low levels of job service performance. Customer incivility was especially found to have the strongest power for increasing emotional exhaustion, followed by supervisor incivility. Also, results confirmed that POS and ERA play significant roles in moderating the relationships between workplace incivility, emotional exhaustion and perceived service performance. Based upon this study’s findings, theoretical and practical implications are offered for developing successful employee management strategies. Practical implications Results suggest specific practical management implications pertaining to restaurant frontline service employees. This study’s research findings recommend the development of more efficient support programs designed to diffuse potential situations involving workplace incivility. Findings further highlight the important role employee ERA has upon the effects of incivility and frontline service performance. Implications are provided with respect to specific strategic direction management should consider to recruit and select the most appropriate employees for restaurant frontline service positions. Originality/value The current study’s conceptual research was developed in an attempt to simultaneously address all three dimensions of workplace incivility to examine how they affect employee emotions and their job performance.

Job insecurity influence on job performance and mental health: Testing the moderating effect of the need for closure

2010 ◽  
Vol 31 (2) ◽  
pp. 195-214 ◽  
Author(s):  
Antonio Chirumbolo ◽  
Alessandra Areni
Keyword(s):  
Mental Health ◽  
Job Performance ◽  
Job Insecurity ◽  
Negative Relationship ◽  
Moderating Effect ◽  
Need For Closure ◽  
Buffering Effect ◽  
The Relationship ◽  
Intolerance Of Ambiguity

The moderating effect of the need for closure in the relationship between job insecurity, job performance and mental health was investigated. The need for closure refers to a motivated need for certainty, intolerance of ambiguity and preference for predictability. It was argued that the need for closure may function as a psychological moderator in dealing with job insecurity. Participants comprised 287 workers, who were administered a self-reported questionnaire. Results confirmed the negative relationship between job insecurity, performance and mental health. The need for closure was positively related to job performance and unrelated to mental health. More interestingly, the need for closure exhibited multifaceted patterns of interactions with the different components of job insecurity. Higher need for closure revealed a buffering effect in conditions of higher quantitative job insecurity. In this case, individuals high (vs low) in the need for closure reported better job performance and mental health. Conversely, when qualitative job insecurity was higher, individuals high (vs low) in the need for closure reported an impaired job performance and mental health.

Job insecurity and employees' safety voice behavior – a managerial dilemma caused by COVID-19

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Anum Salman ◽  
Ishfaq Ahmed ◽  
Sehrish Jahangir
Keyword(s):  
Organizational Support ◽  
Perceived Organizational Support ◽  
Job Insecurity ◽  
Voice Behavior ◽  
Safety Behavior ◽  
Content Type ◽  
Employee Safety ◽  
Managerial Implications ◽  
High Level ◽  
The Impact

PurposeThe world is witnessing enormous changes due to the outbreak of the COVID-19 epidemic. One of the unkind changes is the increased downsizing and layoffs, which has led to a situation of job insecurity. Moreover, due to the unavailability of a cure for the pandemic, the businesses have started their operations with added safety measures that demand a high level of employee safety behavior. But how job insecurity and safety voice may stay in one sheath is an area that requires attention. Hence, this study investigates the impact of job insecurity on employees' safety voice behavior in a COVID-19 outbreak, through serial mediation mechanisms of organizational support and trust.Design/methodology/approachData has been collected through a structured questionnaire from the sample (N = 213) of employees of service organizations.FindingsFindings of the study reveal that job insecurity is not directly linked with safety voice behavior, and therefore full mediation through perceived organizational support and trust is supported is proved.Originality/valueThis study covers the investigation of job insecurity, during pandemic COVID-19, and its effects on safety voice. It also explains the mechanism between the variables of interest through perceived organizational support and trust in the organization. The study is a timely contribution to the existing literature and offers both theoretical and managerial implications.

scholarly journals The Relationships among Emotional Demand, Job Demand, Emotional Exhaustion and Turnover Intention

2018 ◽  
Vol 11 (11) ◽  
pp. 8 ◽  
Author(s):  
N.T. Azharudeen ◽  
A.Anton Arulrajah
Keyword(s):  
Sri Lanka ◽  
Emotional Exhaustion ◽  
Turnover Intention ◽  
Positive Relationship ◽  
Manufacturing Firms ◽  
Eastern Region ◽  
Apparel Manufacturing ◽  
Emotional Demand ◽  
Job Demand ◽  
Managerial Implications

The objectives of this paper are to assess the levels of job demand, emotional demand, emotional exhaustion and employee turnover intention and to examine the relationships among these concepts in the context of three selected apparel manufacturing firms in Eastern region of Sri Lanka. Employee absenteeism and turnover are key issues of apparel firms in Sri Lanka. In order to achieve the objectives of this paper, a questionnaire based survey was conducted among 153 employees of apparel firms and collected data were analyzed by using univariate and bivariate techniques. The findings of this paper revealed that there is a strong positive relationship between emotional demand and emotional exhaustion, emotional demand and turnover intention, job demand and turnover intention, and emotional exhaustion and turnover intention. At the same time, there is a moderate positive relationship between job demand and emotional exhaustion. The findings of the study have various managerial implications for the apparel manufacturing firms to prevent or control employee stress, absenteeism and turnover related issues and to develop good labour-management relationship.

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