Exploring the impact of abusive supervision on employee approaches to managing service errors and failures: Examining the effects of hope and optimism, and service tenure
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Abstract
Drawing from the conservation of resources (COR) theory, the current study posits that leadership in the form of abusive supervision will be more detrimental to subordinates' hope and optimism, due to the loss of accumulated resources for those who have increased service tenure, thereby lowering their ability to alleviate and successfully manage service failures/errors. Using convenience sampling, 174 hotel frontline employees from Istanbul, Turkey, completed survey questionnaires in two separate time waves. Results from SmartPLS indicate that abusive supervision has a significant and adverse association with employees’ hope and optimism. Additionally, the relationship between abusive supervision and employees’ hope and optimism is moderated by service tenure, such that the negative relationship is more profound for those with increased service tenure. Finally, hope and optimism mediate the relationship between abusive supervision and two behaviors for handling service errors/failures (i.e., service recovery performance and error reporting). This study concludes by discussing theoretical and practical implications.
期刊介绍：
The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation.
In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field.
The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.
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