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. 2021 Apr 15:12:648090.
doi: 10.3389/fpsyg.2021.648090. eCollection 2021.

Abusive Supervision, Affective Commitment, Customer Orientation, and Proactive Customer Service Performance: Evidence From Hotel Employees in China

Dexia Zang  1 , Chang Liu  1 , Yan Jiao  2
Affiliations

Abusive Supervision, Affective Commitment, Customer Orientation, and Proactive Customer Service Performance: Evidence From Hotel Employees in China

Dexia Zang et al. Front Psychol. .

Abstract

Abusive supervision is quite common in the service industry. Employees' proactive customer service performance is essential for the long-term development of service enterprises. This study enriches the antecedents of proactive customer service performance from a new theoretical perspective by incorporating the analysis of abusive supervision into the theoretical framework and fills the research gap between customer orientation and proactive customer service performance. Based on Affective Events Theory and Social Cognitive Theory, this study established the structure equation model between abusive supervision and proactive customer service performance mediated by affective commitment and customer orientation. Utilizing structural equation modeling, a negative association between abusive supervision and proactive customer service performance was found, and affective commitment and customer orientation act as the mediators between abusive supervision and proactive customer service performance. In addition, the implications for future study were also discussed.

Keywords: abusive supervision; affective commitment; affective events theory; customer orientation; proactive customer service performance.

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Conflict of interest statement

The authors declare that the research was conducted in the absence of any commercial or financial relationships that could be construed as a potential conflict of interest.

Figures

FIGURE 1
FIGURE 1
Theoretical framework and proposed research model.
FIGURE 2
FIGURE 2
Final research model.
See this image and copyright information in PMC

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