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Understanding the influence of abusive supervision on customer-focused voice
Conference presentation

Understanding the influence of abusive supervision on customer-focused voice

S Aryee, HY Jo and HH Hsiung
The Academy of Management Annual Meeting Proceedings, Vol.Januar((Meeti)
Annual Meeting of the Academy of Management, 2014 (Philadelphia, USA, 01/08/2014–05/08/2014)
01/2015

Abstract

Abusive supervision Conservation of Resources Theory Customer-focused voice Management
Drawing on Conservation of Resources (COR) theory, we proposed and tested a model of psychological pathways through which abusive supervision relates to customer-focused voice. Data were obtained from frontline employees and supervisors of branches of retail banks located in the Seoul Metropolitan Area in South Korea. Results of multilevel structural equation modeling (MSEM) analysis revealed that abusive supervision relates directly as well as indirectly (through the psychological pathways of task focus and emotional exhaustion) to thriving at work. Furthermore, the influence of these psychological pathways on customer-focused voice is completely mediated by thriving at work. We interpret these findings as underscoring the utility of a stress perspective in understanding customer-focused voice.

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