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Understanding the influence of abusive supervision on customer-focused voice

Aryee, S, Jo, HY and Hsiung, HH (2015) Understanding the influence of abusive supervision on customer-focused voice In: Annual Meeting of the Academy of Management, 2014, 2014-08-01 - 2014-08-05, Philadelphia, USA.

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Drawing on Conservation of Resources (COR) theory, we proposed and tested a model of psychological pathways through which abusive supervision relates to customer-focused voice. Data were obtained from frontline employees and supervisors of branches of retail banks located in the Seoul Metropolitan Area in South Korea. Results of multilevel structural equation modeling (MSEM) analysis revealed that abusive supervision relates directly as well as indirectly (through the psychological pathways of task focus and emotional exhaustion) to thriving at work. Furthermore, the influence of these psychological pathways on customer-focused voice is completely mediated by thriving at work. We interpret these findings as underscoring the utility of a stress perspective in understanding customer-focused voice.

Item Type: Conference or Workshop Item (Conference Paper)
Subjects : Management
Divisions : Surrey research (other units)
Authors :
Jo, HY
Hsiung, HH
Date : January 2015
DOI : 10.5465/AMBPP.2015.11179abstract
Copyright Disclaimer : Copyright © 2014 Academy of Management. Copyright of Academy of Management Journal is the property of Academy of Management and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder’s express written permission. However, users may print, download, or email articles for individual use.
Contributors :
publisherAcademy of Management,
Uncontrolled Keywords : Abusive supervision, Conservation of Resources Theory, Customer-focused voice
Depositing User : Symplectic Elements
Date Deposited : 16 May 2017 15:38
Last Modified : 23 Jan 2020 15:09

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