How do cynical employees serve their customers? A multi-method study

In this multi-method study, we investigate how social job demands (i.e., social interruptions) and resources (i.e., colleague support) in the service context influence employee (negative) (re)actions to customers through cynicism towards the job. In addition, we investigate why customers are less satisfied with the provided service when employees endorse a cynical attitude. To test the hypothesized process, we used observer ratings of the employee–customer interactions regarding the number of interruptions and employee negative (re)actions during service encounters, employee self-reports of overall colleague support and daily cynicism, and customer-ratings of service quality. Participants were 48 service employees and 141 customers. Results of multi-level structural equation modelling analyses showed that whereas the number of observed social interruptions during service encounters related positively to cynicism, social support related negatively. Cynical employees exhibited more negative (re)actions towards their customers (e.g., expressed tension, were unfriendly). Consequently, the more negative (re)actions employees showed towards their customers, the less satisfied customers were with the service quality. The study contributes to the literature by explaining what makes service employees cynical about their work, and why cynical employees provide low-quality services.     

Stereotyping,Affiliation, and Self-Stereotyping of Underrepresented Groups in the Sales Force

This study adds theoretical and managerial insights to the sales literature regarding the unfortunate but prevalent issue of stereotyping in sales by supervisors toward underrepresented groups of sales employees. Specifically, we examine (1) the self-evaluative, social, and emotional consequences of being stereotyped by a supervisor, and (2) the moderating role of employees’ self-construal (i.e., the employee’s level of independence versus interdependence) as it relates to their responses toward a supervisor who holds stereotypical expectations. The results suggest that when a sales supervisor endorses stereotypical views, more interdependent (versus independent) sales employees will likely affiliate more with, and experience fewer negative emotions toward, the supervisor. The results also suggest that sales employees’ self-construal moderates the impact of intentions to affiliate with the supervisor on positive stereotypical traits (that are valued in the sales context) but not negative stereotypical traits. While not every sales employee comes from an underrepresented background, every company is interested in the success of their underrepresented sales employees. And, simply being interested in hiring underrepresented employees is not enough. Rather, firms need to understand how to effectively manage diversity and facilitate strong sales supervisor employee relationships. This research provides such understanding.     

Team–Member Exchange and Work Engagement: Does Personality Make a Difference?

Purpose

Adopting a person–situation interactionist framework, this study examined the joint effects of employee personality (i.e., extraversion, neuroticism, and conscientiousness) and social exchange relationships with peers (i.e., team–member exchange; TMX) in predicting work engagement.

Methodology

This study is based on survey responses from 235 Chinese employees collected at two time points with 3 months in between. We conducted moderated regression analyses to test the hypotheses that employees higher in extraversion or conscientiousness or lower in neuroticism would demonstrate a stronger TMX–work engagement relation.

Findings

Results from this study showed that the three focal personality traits moderated the TMX–engagement relation simultaneously. Specifically, the positive TMX–engagement relation was stronger for employees with higher extraversion or lower neuroticism than that for their counterparts. Interestingly, the TMX–engagement relation was positive for employees lower in conscientiousness but negative for those higher in conscientiousness.

Implications

These findings support the notion that lateral social exchange relationships in the workplace (i.e., TMX) are an important antecedent of work engagement and, more importantly, their beneficial effects on work engagement are contingent on certain types and/or levels of personality traits.

Originality/Value

This study not only advances our understanding of presumed antecedents of work engagement but also opens a new door for future research on work engagement by highlighting the importance of a person–situation interactionist framework.     

A business frame perspective on why perceptions of top management's bottom-line mentality result in employees’ good and bad behaviors

Emerging research suggests that bottom-line mentalities (BLMs) (i.e., a sole focus on bottom-line outcomes to the exclusion of other considerations) can have dysfunctional consequences within the workplace. However, research has yet to consider how and why BLMs may result in both beneficial and dysfunctional organizational outcomes. In the present research, we examine employees’ perceptions of top management's BLM as a type of business frame that results in two cognitive states. Under the influence of this business frame, employees may adopt a mental preoccupation with work (i.e., a state of ongoing work-related cognitions) that propels beneficial employee outcomes by reducing customer incivility and enhancing customer service performance. Yet, also in response to top management's high BLM as a business frame, employees may adopt self-interest cognitions (i.e., a cognitive state of self-interest) that instigate customer-directed unethical conduct. Across two field studies, we found general support for our hypotheses. Taken together, our findings suggest that perceptions of top management's high BLM can be a mixed blessing in that it may drive employees to adopt focused work efforts (mental preoccupation with work), but also self-interest cognitions, with each cognitive state predicting beneficial or dysfunctional behaviors. We discuss the implications of these findings and directions for future research.     

Effects of lifestyle and stress on the employee and organization: Implications for promoting health at work

Abstract

This research was designed to determine the extent to which employee health and performance are predicted by lifestyle and stress. Data were collected from 345 employees working in a variety of organizations in southern California. Additionally, supervisors evaluated the work performance of the participating employees whom they directly supervised, and company records of employee health care costs were obtained. Hierarchical multiple regression analyses revealed (a) that physical lifestyle (i.e., exercise pattern, eating habits, and general health practices) predicted unique variance in vitality and positive well-being; (b) that psychosocial lifestyle (i.e., social relations, intellectual activity, occupational conditions, and spiritual involvement) predicted unique variance in vitality, positive well-being, anxiety, depression, lack of self-control, and somatic complaints; (c) that employee stress predicted unique variance in vitality, positive well-being, anxiety, depression, physician visits, somatic complaints, illness absences, and supervisory ratings of job performance, absenteeism and tardiness; (d) that physical lifestyle buffered the adverse consequences of stress for anxiety, depression, physician visits, and company health care costs; and (e) that there was a Physical x Psychosocial Lifestyle interaction for anxiety, depression, and lack of self-control. However, the employee lifestyle factors were not related to supervisory ratings of performance at work. The findings have direct implications for organizational health programs and policies.     

When Breaking the Rules Relates to Creativity: The Role of Creative Problem-Solving Demands and Organizational Constraints

Drawing on theoretical views of creative deviance, the present study hypothesized that employees with a tendency to break rules are more creative at their jobs (Hypothesis 1). Furthermore, we expected that this is particularly the case when employees face high problem-solving demands (i.e., they are expected to be creative) but at the same time they face high organizational constraints (e.g., they are not given the resources they need in order to be creative; Hypothesis 2). To test these expectations, we conducted a cross-sectional survey study (Study 1) and a daily diary survey study (Study 2) among employees from different occupational groups. Study 1 provided evidence that employee rule-breaking is related to other-rated employee creativity. Study 2 replicated this finding with a day-level measure of self-rated employee creativity. Furthermore, multilevel regression analyses revealed that the link is stronger when day-level problem-solving demands and organizational constraints are both high. Our findings contribute to the literature by providing empirical support to hardly examined propositions, namely, that non-compliant behaviors (i.e., rule-breaking) and obstacles (i.e., organizational constraints) may, in fact, boost creativity. Finally, suggestions for practice are made, recognizing the challenges posed to management in regulating employee rule-breaking.     

Impact of Self-Orientations and Work-Context–Related Variables on the Well-Being of Public- and Private-Sector Turkish Employees

The authors (a) explored the impact of individual differences in self-orientations (i.e., relatedness and individuation) of 383 Turkish public- and private-sector employees on their basic need satisfaction at work and their well-being (i.e., life satisfaction and psychological well-being); (b) considered differences in perceived autonomy- and relatedness-supportiveness of the work contexts; and (c) tested a model in which the relationship between self-orientations and well-being is partially mediated by the perceived supportiveness of the work context and the need satisfaction of employees at work, using structural equation modeling. Results suggest that self-orientations of employees predict their well-being both directly and indirectly through the mediation of perceived supportiveness and need satisfaction provided by the work context, which seem to vary according to sector type.     

Impact of self-orientations and work-context-related variables on the well-being of public- and private-sector Turkish employees

The authors (a) explored the impact of individual differences in self-orientations (i.e., relatedness and individuation) of 383 Turkish public- and private-sector employees on their basic need satisfaction at work and their well-being (i.e., life satisfaction and psychological well-being); (b) considered differences in perceived autonomy- and relatedness-supportiveness of the work contexts; and (c) tested a model in which the relationship between self-orientations and well-being is partially mediated by the perceived supportiveness of the work context and the need satisfaction of employees at work, using structural equation modeling. Results suggest that self-orientations of employees predict their well-being both directly and indirectly through the mediation of perceived supportiveness and need satisfaction provided by the work context, which seem to vary according to sector type.     

Linking emotion regulation strategies to affective events and negative emotions at work

This study examined the use of specific forms of emotion regulation at work, utilizing Gross’s [Gross, J. J. (1998). The emerging field of emotion regulation: An integrative review. Review of General Psychology 2, 271–299] process-based framework of emotion regulation as a guiding structure. In addition to examining employee self-reported usage of these emotion regulation strategies, we assessed the types of discrete negative emotions and negative affective events associated with their use. Results demonstrated that employees reported using a wide variety of emotion regulation strategies, and that each strategy tended to align with a distinct set of discrete negative emotions and affective events. These findings support expanding the focus of emotion regulation strategies at work beyond the deep acting (i.e., changing feelings) and surface acting (i.e., changing expressions) distinction. The results also suggest that focusing on specific strategies, rather than categories of emotion regulation, could enhance understanding of how employees manage their emotions at work.     

Getting older and living up to implicit followership theories: Implications for employee psychological health and job attitudes

Age discrimination at work is a widespread destructive phenomenon that often takes subtle forms. Based on negative stereotypes about older employees, we argue that older employees often experience that they are perceived as less ideal followers than younger employees. We propose that older and younger employees do not differ in what they assume their supervisors expect of an ideal follower (implicit followership theories, IFTs). Thus, we hypothesize that older employees perceive that they compare less favorably to their supervisors' IFTs than younger employees (i.e., worse IFT-fit). This should entail lower quality of the relationship between leader and follower (leader-member-exchange, LMX), which, in turn, should have detrimental effects on employees' health (i.e., burnout) and job attitudes (i.e., job satisfaction, turnover intentions, and identification). We tested our model in a field study with 379 employees. Results differed for ideal and counter-ideal follower attributes. Concerning counter-ideal follower attributes (e.g., being incompetent), age had the proposed negative effect on psychological health and job attitudes that mediated through IFT-fit and LMX. Concerning ideal follower attributes (e.g., thinking ahead), older employees expected their supervisors not only to think less of them than of their younger colleagues, but also expected them to have less demanding IFTs—contrary to our expectations. Employee age was negatively related to psychological health and job attitudes, mediated through lower perceived IFTs, worse perceived appraisal of the actual employee and their joint effects on LMX.     

The unwelcoming experience of abusive supervision and the impact of leader characteristics: turning employees into poor organizational citizens and future quitters

ABSTRACT

Over three studies (i.e., two 2 × 2 experiments and a multi-source field study), we examine the relationship between abusive supervision, leader characteristics, and organizational inclusion on employee outcomes. Drawing on the group value theory of organizational justice and multiple needs theory of organizational justice, we argue that abusive supervision is counterproductive to making employees feel welcome. Specifically, we demonstrate that abusive supervision demoralizes employees’ feelings of organizational inclusion. Additionally, we draw upon research that suggests that the display of hostility inherent in abusive supervision can be perceived differently when it comes from a strategic versus impulsive source. We build upon this reasoning to examine and explain how leader characteristics might alter the effect of abusive supervision on organizational inclusion. More specifically, we suggest that leader political skill (i.e., strategic source) and leader neuroticism (i.e., impulsive source) act as moderators of the relationship between abusive supervision and organizational inclusion. We integrate organizational justice and inclusion theories to demonstrate that abusive supervision can be interpreted as an unwelcoming experience that ultimately has the ability to turn employees into poor organizational citizens (i.e., decrease engagement of OCBs) and future quitters (i.e., increase of turnover intentions). Theoretical and practical implications are discussed.     

The moderating effect of power distance on employee responses to psychological contract breach

Understanding how employees’ cultural values are related to their responses to promises broken by their organizations (i.e., psychological contract breach) is important given today’s global workplace. Although past research has found that psychological contract breach is positively associated with employee exit, voice and neglect and negatively associated with loyalty, we know little about the role that cultural values play in this process. We explore the role that power distance orientation—an employee’s acceptance of power differentials in society—plays in employee responses to breach. We argue that employees with high power distance orientations will be more likely to respond passively to breach (loyalty and neglect), whereas employees with low power distance orientations will be more likely to exhibit active responses to psychological contract breach (exit and voice). We tested our notions using a sample of 265 employees from different cultures across two points in time. Employees with high power distance orientations were less likely to respond to psychological contract breach with exit and voice than employees with low power distance orientations. However, power distance orientation did not significantly moderate the relationships between psychological contract breach and neglect or loyalty, respectively. We discuss theoretical and practical implications of our findings.     

个性化工作协议对员工主动性职业行为和创造力的影响

个性化工作协议是员工和组织通过谈判协商, 自愿达成的非标准化工作协议。基于自我决定理论, 本文探讨了个性化工作协议对员工主动性职业行为和创造力的影响机制及其边界条件。通过分析230对“员工-主管”匹配数据, 本研究发现：个性化工作协议增强了员工基本心理需求满足(能力需求、自主需求和关系需求), 促进了主动性职业行为和创造力, 其中能力需求满足中介了个性化工作协议对主动性职业行为和创造力的影响; 此外, 较高水平的工作负荷不仅增强了个性化工作协议对员工能力需求/自主需求满足的促进作用, 也增强了个性化工作协议通过提升能力需求满足, 进而提升员工主动性职业行为和创造力的中介效应。     

Authentic leadership,followership, and psychological capital as antecedents of work engagement

The present study investigated authentic leadership, psychological capital, and followership behaviour influences on work engagement of employees. Respondents were 901 South African employees within the healthcare industry organisation (n = 647) and mining industry (n = 254). The employees completed questionnaires on authentic leadership, psychological capital, and followership behaviour, and work engagement. Results following structural equation modelling and mediation analysis suggest work engagement to be explained by the psychological capital of the employee rather than by authentic leadership qualities. Improving employee psychological capital has the potential to enhance the levels of work engagement of employees.     

Work Alienation as an Individual‐Difference Construct for Predicting Workplace Adjustment: A Test in Two Samples1

This study represents the first attempt to examine the validity of work alienation as a general attitude toward the work domain. As hypothesized, hierarchical regression analyses of data from 2 employee samples (n= 99 and n= 250) indicated that work alienation explained incremental variance in selected workplace adjustment variables (i. e., job involvement, affective organizational commitment, affective occupational commitment, overall job satisfaction, and volitional absence) beyond the variance accounted for by work conscientiousness (i. e., dependability and achievement orientation) and by variables used to control for sources of self‐report variance (i. e., self‐deception and negative affectivity). These results support the legitimacy of work alienation as an individual‐difference construct associated with work‐related adjustment.     

配偶情绪智力对员工工作投入的影响：员工生活幸福感的中介作用和性别的调节作用

本文关注配偶情绪智力对员工工作投入的跨领域的人际间影响。基于努力-恢复模型视角和情绪智力文献, 本文提出高情绪智力的配偶能够通过提升员工生活幸福感, 从而促进员工工作投入。此外, 通过整合社会性别角色理论, 本文进一步讨论了员工性别的调节作用。通过两个子研究, 本文发现：配偶情绪智力与员工生活幸福感之间呈现正相关关系; 员工生活幸福感与员工工作投入之间呈现正相关关系; 员工生活幸福感中介了配偶情绪智力对员工工作投入的影响; 并且, 员工性别调节了配偶情绪智力和员工生活幸福感之间的关系, 即当员工为男性时, 配偶情绪智力对该员工生活幸福感的正向影响更强; 此外, 员工性别还调节了员工生活幸福感在配偶情绪智力和员工工作投入之间起到的中介作用。本研究首次提出和检验了配偶情绪智力对员工工作投入的跨领域的人际间积极影响, 具有理论和实践上的重要意义。     

Temporary Employees as Good Citizens: Factors Influencing Their OCB Performance

Companies utilizing contingent workers face a dilemma between the need to employ a flexible (i.e., low fixed-cost) work force and the need to employ a work force providing performance above and beyond the call of duty. One potential solution to this dilemma is to determine ways to promote the commitment and high performance of temporary employees. To that end, we conducted a study examining factors influencing organizational citizenship behavior (OCB) performance in temporary employees. Our results support or partially support hypotheses proposing that 1) job attitudes held by the temporary employee about the client organization were related to OCB performance in the client organization, 2) job attitudes held by the temporary employee about the staffing agency were related to OCB performance in the client organization, and 3) the employee's motivation for taking an assignment is related to OCB performance. Implications for enhancing OCB performance in temporary employees are discussed.     

Investigating occupational well-being and leadership from a person-centred longitudinal approach: congruence of well-being and perceived leadership

The overall objective of this longitudinal study was to investigate the association between perceived leadership and employee well-being from a person-centred approach utilizing the principles of the conservation of resources theory (Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44, 513–524; Hobfoll, S. E. (2002). Social and psychological resources and adaptation. Review of General Psychology, 6, 307–324). First, we aimed to identify latent classes (i.e., subgroups) of employees that demonstrated similar mean levels of stability and change in occupational well-being (i.e., vigour and emotional exhaustion) across a mean time-lag of 14 months. Second, we ascertained whether employees in the latent well-being classes differed in their ratings of transformational, authentic, and abusive leadership behaviours across time. Self-report data were obtained from Finnish employees (N = 262, 88% women) working in a variety of municipal jobs. Using factor mixture modelling, four latent well-being classes were identified, indicating good (79%), low (10%), improving (8%), and deteriorating (3%) well-being. Congruence in both level and change of well-being and perceived leadership was found. That is, employees with better well-being across time reported more favourable leadership behaviours at both time points, and changes in employee well-being were reflected as changes in perceived leadership. The close relationship between perceived leadership and well-being is discussed from both a leader-centric (leadership as a resource) and a follower-centric (well-being as a resource) perspective.     

Linking emotion regulation strategies to affective events and negative emotions at work

This study examined the use of specific forms of emotion regulation at work, utilizing Gross’s [Gross, J. J. (1998). The emerging field of emotion regulation: An integrative review. Review of General Psychology 2, 271–299] process-based framework of emotion regulation as a guiding structure. In addition to examining employee self-reported usage of these emotion regulation strategies, we assessed the types of discrete negative emotions and negative affective events associated with their use. Results demonstrated that employees reported using a wide variety of emotion regulation strategies, and that each strategy tended to align with a distinct set of discrete negative emotions and affective events. These findings support expanding the focus of emotion regulation strategies at work beyond the deep acting (i.e., changing feelings) and surface acting (i.e., changing expressions) distinction. The results also suggest that focusing on specific strategies, rather than categories of emotion regulation, could enhance understanding of how employees manage their emotions at work.     

Interactive Effects of Approach and Avoidance Job Crafting in Explaining Weekly Variations in Work Performance and Employability

Meta-analyses on job crafting reveal that while approach-oriented job crafting (e.g., increasing job resources or challenging job demands) relates positively to employee performance, avoidance-oriented job crafting (e.g., decreasing hindering job demands) has either non-significant or negative implications for employee functioning. However, the joint effects of approach and avoidance job crafting remain an underdeveloped area of research. We administered a three-week diary survey among 87 employees to test interaction effects of approach and avoidance job crafting on employee (other-referenced and past-referenced) work performance and employability. Results revealed that decreasing hindering job demands related positively to other-referenced performance when increasing social job resources was higher than employees’ average, and to past-referenced performance when increasing structural job resources was higher than employees’ average. Also, decreasing hindering job demands related negatively with employability only at lower levels of increasing challenging job demands, while the relationship was non-significant at higher levels of increasing challenging demands. These results indicate that considering job crafting strategies in tandem adds to our understanding of their role for employee functioning.