TY - JOUR
T1 - Putting customer service at risk
T2 - Why and when family ostracism relates to customer-oriented behaviors
AU - Rahaman, H. M.Saidur
AU - Kwan, Ho Kwong
AU - Babalola, Mayowa T.
AU - Chen, Haixiao
N1 - Funding Information:
This work was supported by China Europe International Business School (Grant Number: AG22HPL ).
Publisher Copyright:
© 2022 The Authors
PY - 2023/2
Y1 - 2023/2
N2 - This study examines why and when family ostracism can have an adverse effect on employees’ customer service behaviors. Drawing on self-determination theory (SDT), we theorize the existence of moderated multi-mediation relationships between family ostracism and employees’ customer service behaviors (i.e., customer-oriented organizational citizenship behaviors and customer-oriented voice behaviors) through harmonious passion for work and customer orientation, with social skills playing a moderating role. We used a time-lagged design to collect data from service employees in China. Our results show that controlling for workplace ostracism at Time 1, the relationship between family ostracism and employees’ customer service behaviors is negative and serially mediated by both harmonious passion for work and customer orientation. Furthermore, employees who are less socially skilled are more prone to the adverse effects of family ostracism. Last, female employees are more vulnerable to the effects of family ostracism on their customer service.
AB - This study examines why and when family ostracism can have an adverse effect on employees’ customer service behaviors. Drawing on self-determination theory (SDT), we theorize the existence of moderated multi-mediation relationships between family ostracism and employees’ customer service behaviors (i.e., customer-oriented organizational citizenship behaviors and customer-oriented voice behaviors) through harmonious passion for work and customer orientation, with social skills playing a moderating role. We used a time-lagged design to collect data from service employees in China. Our results show that controlling for workplace ostracism at Time 1, the relationship between family ostracism and employees’ customer service behaviors is negative and serially mediated by both harmonious passion for work and customer orientation. Furthermore, employees who are less socially skilled are more prone to the adverse effects of family ostracism. Last, female employees are more vulnerable to the effects of family ostracism on their customer service.
KW - Customer orientation
KW - Customer-focused organizational citizenship behavior
KW - Customer-focused voice
KW - Family ostracism
KW - Harmonious passion for work
KW - Social skills
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U2 - 10.1016/j.ijhm.2022.103390
DO - 10.1016/j.ijhm.2022.103390
M3 - Article
AN - SCOPUS:85142310546
SN - 0278-4319
VL - 109
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
M1 - 103390
ER -