The impact of abusive supervision and co-worker support on hospitality and tourism student employees’ turnover intentions in Ecuador

Xu, Shi; Martinez, Larry R.; Hoof, Hubert Van; Tews, Michael J.; Torres, Leonardo; Farfan, Karina

doi:10.1080/13683500.2015.1076771

Cited by 88 publications

(85 citation statements)

References 60 publications

(56 reference statements)

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“…Third, the findings of this study extend our knowledge about the relationship between work engagement and extra-role customer service behavior by showing that an employee’s social perceptions of their coworkers can have a moderating effect. Previous research has focused on coworker social or emotional support, rather than cognitive evaluations (Chen & Kao, 2014; Guchait et al, 2014; Karatepe, 2012; Xanthopoulou et al, 2009; Xu et al, 2018; Zhu et al, 2019). In addition, findings related to the moderating effects of coworker social support have been inconsistent (Zhu et al, 2019).…”

Section: Discussionmentioning

confidence: 99%

“…Coworker support also positively influences employee attitudes, including overall morale (Susskind et al, 2003) and work engagement (Xanthopoulou et al, 2009), thus also indirectly leading to improved service performance. Conversely, Xu et al (2018) found that when employees perceive their coworkers to be emotionally supportive, it attenuates the negative effects of abusive supervision.…”

Section: Literature Reviewmentioning

confidence: 91%

“…Limited research has examined the influence coworkers may have on an employee’s work engagement and/or work behaviors, including service-related behaviors. Generally, the research that does explore these relationships considers coworkers within the context of some form of support, such as emotional support (Xanthopoulou et al, 2009; Xu et al, 2018), instrumental support (Xu et al, 2018), or a more broadly defined construct of social support (Chen & Kao, 2014; Guchait et al, 2014; Karatepe, 2012; Zhu et al, 2019). Perhaps most directly relevant to the current study are the findings of Guchait et al (2014), who examined the influence of perceived supervisor and coworker support for error management on hospitality employees’ engagement in service recovery performance.…”

Section: Literature Reviewmentioning

confidence: 99%

See 2 more Smart Citations

The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-Role Customer Service Behavior: A Moderated Mediation Model

Orlowski

Bufquin

Nalley

2020

Cornell Hospitality Quarterly

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The purpose of this study was to examine the effects of restaurant employees’ social perceptions of their supervisors on employees’ work engagement and extra-role customer service behavior. We also assessed restaurant employees’ social perceptions of their coworkers as a moderator. Utilizing an online survey design, data were collected from frontline restaurant employees via an online commercial subject pool ( N = 477). Results showed that the more employees perceive their supervisors as warm, competent, and moral, the more employees were willing to engage in extra-role customer service behavior via the indirect effect of increased work engagement. The effect of work engagement on extra-role customer service was also found to be more pronounced when employees developed positive social perceptions of their coworkers. These results offer implications for work engagement, as they suggest a new antecedent in the form of social perceptions, as well as a boundary condition to the positive outcomes of engagement through the interactive effect of social perceptions of coworkers and extra-role customer service behavior. In doing so, these results also shed light on the relevance of social perceptions in hospitality operations.

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Section: Discussionmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 91%

Section: Literature Reviewmentioning

confidence: 99%

See 1 more Smart Citation

The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-Role Customer Service Behavior: A Moderated Mediation Model

Orlowski

Bufquin

Nalley

2020

Cornell Hospitality Quarterly

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“…Supervisor Abuse: Supervisor abuse was measured using a 6‐item scale from Tepper (2000), previously cited in (Martinko, Harvey, Sikora, & Douglas, 2011; Harris, Harvey, & Kacmar, 2011; Harvey, Harris, Gillis, & Martinko, 2014; Xu et al, 2015). Sample items for supervisor abuse are ‘My supervisor gives me the silent treatment,’ and ‘My supervisor is rude to me.’…”

Section: Methodsmentioning

confidence: 99%

Abusive supervision, emotion regulation, and performance

Moin

Wei

Weng

2020

Int J Selection Assessment

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This study examined the abusive supervision’s influence on emotion regulation and outcomes. Based on COR theory, we investigated whether supervisor abuse has a direct relationship with the emotional labor strategies of surface acting (monitoring external emotions) and deep acting (monitoring internal feelings). In turn, we investigated the indirect relationship of supervisor abuse on outcomes (i.e., emotional exhaustion, job satisfaction, and task performance) via these emotional labor strategies. Using lagged and dyadic sample (210 subordinates and 30 supervisors), we found that abusive supervision predicted surface and deep acting and that the indirect associations of supervisor abuse on outcomes via emotional labor strategies were also significant. The present investigation empirically supports the theorized links and offers notable implications for personnel selection and assessment.

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“…________________________Revista Venezolana de Gerencia, Año 21, No.76, 2016 680 La fortaleza que ha ido adquiriendo el turismo en el país, ha ido acompañado de un reforzamiento de la literatura científica. En este sentido, y tras las primeras investigaciones centradas sobre todo en el turismo comunitario (Ruíz-Ballesteros, 2011), se ha reforzado las investigaciones académicas en otros campos de esta actividad económica como el turismo cultural (Everingham, 2015), el desarrollo de los tour operadores en el país (Erskine y Meyer (2012), la organización laboral en los hoteles del país (Xu et al, 2015) o el turismo residencial (Gascón, 2015).…”

Section: Turismo Y Gastronomía En Ecuadorunclassified

Perfil sociodemográfico, valoración de atributos y nivel de satisfacción. Estudio de Festivales gastronómicos, Guayaquil - Ecuador

López‐Guzmán

Lotero

Fernández

et al. 2017

RVG

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Este artículo contribuye a reforzar la literatura científica en el campo de los festivales gastronómicos en América Latina a partir de las valoraciones y percepciones realizadas por los turistas asistentes al Evento Gastronómico Raíces celebrado en Guayaquil (Ecuador) en julio de 2015. El objetivo principal de este trabajo es analizar el perfil sociodemográfico, la valoración de los diferentes atributos de este evento y la satisfacción de los viajeros que asisten al mismo. La metodología ha consistido en la realización de un trabajo de campo durante la celebración de dicho Evento. Se aplican 746 encuestas para medir el perfil sociodemográfico del turista y su nivel de satisfacción, segmentando los resultados por género, resultando válidas 727. Los resultados evidencian la importancia de la cocina tradicional guayaquileña como recurso turístico de la ciudad de Guayaquil, permitiendo que el turista conozca mejor la cultura del país a través de sus especialidades culinarias. se detecta un importante grado de satisfacción de los turistas que visitan el Evento, la juventud de los turistas asistentes y la elección de la calidad de los platos como el atributo más valorado.

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The impact of abusive supervision and co-worker support on hospitality and tourism student employees’ turnover intentions in Ecuador

Cited by 88 publications

References 60 publications

The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-Role Customer Service Behavior: A Moderated Mediation Model

The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-Role Customer Service Behavior: A Moderated Mediation Model

Abusive supervision, emotion regulation, and performance

Perfil sociodemográfico, valoración de atributos y nivel de satisfacción. Estudio de Festivales gastronómicos, Guayaquil - Ecuador

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