nach oben

Service Business

01.12.2013 | Empirical article

Service employees’ deviant behaviors and leader–member exchange in contexts of dispositional envy and dispositional jealousy

Erschienen in: Service Business | Ausgabe 4/2013

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

Hotels represent a prime service industry. The current study examined the role of leader-member exchange (LMX) on hotel service employees’ deviant behaviors in contexts of dispositional envy and dispositional jealousy. Specifically, we collected two different samples of US hotel employees to examine interactions of LMX with dispositional envy and jealousy on deviant behaviors. The results supported our hypotheses, showing that (1) LMX had a negative relationship with deviant behaviors and that (2) higher levels of dispositional envy and jealousy led to more deviant behaviors. Theoretical and practical implications are discussed.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Nur mit Berechtigung zugänglich

Aiken L, West S (1991) Multiple regression: testing and interpreting interactions. Sage, Newbury Park

Barsade SG (2002) The ripple effect: emotional contagion and its influence on group behavior. Adm Sci Q 47:644–765CrossRef

Basch J, Fisher CD (2000) Affective events-emotions matrix: a classification of work events and associated emotions. In: Ashkanasy NM, Hartel CEJ, Zerbe WJ (eds) Emotions in the workplace: research, theory, and practice. Quorum Books, Westport, pp 36–48

Bauer AN, Green SG (1996) Development of leader–member exchange: a longitudinal test. Acad Manag J 39:1538–1567CrossRef

Baumeister RF, Leary MR (1995) The need to belong: desire for interpersonal attachments as a fundamental human motivation. Psycol Bull 117:497–529CrossRef

Bedeian AG (1995) Workplace envy. Organ Dyn 23:49–55CrossRef

Bennett RJ, Robinson SL (2000) Development of a measure of workplace deviance. J Appl Psychol 85:349–360CrossRef

Boies K, Howell JM (2006) Leader–member exchange in teams: an examination of the interaction between relationship differentiation and mean LMX in explaining team-level outcomes. Leadersh Q 17:246–257CrossRef

Bolino MC, Turnley WH (2009) Relative deprivation among employees in lower-quality leader–member exchange relationships. Leadersh Q 20:276–286CrossRef

Chen ZX, Tsui AS, Zhong L (2008) Reactions to psychological contract breach: a dual perspective. J Organ Behav 29:527–548CrossRef

Cogliser CC, Schriesheim CA (2000) Exploring work unit context and leader–member exchange: a multilevel perspective. J Organ Behav 21:487–511CrossRef

Cohen-Charash Y (2009) Episodic envy. J Appl Soc Psycol 39:2128–2173CrossRef

Cohen-Charash Y, Mueller JS (2007) Does perceived unfairness exacerbate or mitigate interpersonal counterproductive work behaviors related to envy? J Appl Psycol 92:666–680CrossRef

Crawford JR, Henry JD (2004) The positive and negative affect schedule (PANAS): construct validity, measurement properties and normative data in a large non-clinical sample. Br J Clin Psycol 43:245–265CrossRef

Crosby F (1976) A model of egoistical relative deprivation. Psycol Rev 83:85–113CrossRef

DeSteno D, Bartlett MY, Braverman J, Salovey P (2002) Sex differences in jealousy: evolutionary mechanism or artifact of measurement? J Pers Soc Psycol 83:1103–1116CrossRef

DeSteno D, Valdesolo P, Bartlett MY (2006) Jealousy and the threatened self: getting to the heart of the green-eyed monster. J Pers Soc Psycol 91:626–642CrossRef

Dineen BR, Lewicki RJ, Tomlinson EC (2006) Supervisory guidance and behavioral integrity: relationships with employee citizenship and deviant behavior. J Appl Psycol 91:622–635CrossRef

Dogan K, Vecchio RP (2001) Managing envy and jealousy in the workplace. Compens Benefits Rev 33:57–64CrossRef

Ferris DL, Brown DJ, Heller D (2009) Organizational supports and organizational deviance: the mediating role of organization-based self-esteem. Organ Behav Hum Decis Process 108:279–286CrossRef

Ford LR, Seers A (2006) Relational leadership and team climates: pitting differentiation versus agreement. Leadersh Q 17:258–270CrossRef

Fox S, Spector PE (1999) A model of work frustration–aggression. J Organ Behav 20:915–931CrossRef

Gerstner CR, Day DV (1997) Meta-analytic review of leader–member exchange theory: correlates and construct issues. J Appl Psycol 82:827–844CrossRef

Glaser BG, Strauss F (1999) The discovery of grounded theory: the strategies for qualitative research. Aldine Transaction, Chicago

Graen GB, Uhl-Bien M (1995) Development of leader–member exchange (LMX) theory of leadership over 25 years: applying a multi-level multi-domain perspective. Leadersh Q 6:219–247CrossRef

Harmon-Jones E, Peterson CK, Harris CR (2009) Jealousy: novel methods and neural correlates. Emotion 9:113–117CrossRef

Harris CR (2003) A review of sexual difference in sexual jealousy, including self-report data, psychophysiological responses, interpersonal violence and morbid jealousy. Pers Soc Psycol Rev 7:102–128CrossRef

Harris LC, Ogbonna E (2002) Exploring service sabotage. J Serv Res 4:163–183CrossRef

Harris LC, Ogbonna E (2009) Service sabotage: the dark side of service dynamics. Bus Horiz 52:325–335CrossRef

Harris KJ, Kacmar M, Witt LA (2005) An examination of the curvilinear relationship between leader–member exchange and intent to turnover. J Organ Behav 26:363–378CrossRef

Hiltan RT, Noel J (2009) The influence of workplace exclusion and personality on counterproductive work behaviours: an interactionist perspective. Euro J Work Organ Psychol 18:477–502CrossRef

Hui C, Law KS, Chen ZX (1999) A structural equation model of the effects of negative affectivity, leader–member exchange, and perceived job mobility on in-role and extra-role performance: a Chinese case. Organ Behav Hum Decis Process 77:3–21CrossRef

Ilies R, Nahrgang JD, Morgeson FP (2007) Leader–member exchange and citizenship behaviors: a meta-analysis. J Appl Psycol 92:269–277CrossRef

Janssen O, Van Yperen NW (2004) Employees’ goal orientations, the quality of leader–member exchange, and the outcomes of job performance and job satisfaction. Acad Manag J 47:368–384CrossRef

Judge TA, Scott BA, Ilies R (2006) Hostility, job attitudes, and workplace deviance: test of a multilevel model. J Appl Psycol 91:126–138CrossRef

Kacmar KM, Zivnuska S, White CD (2007) Control and exchange: the impact of work environment on the work effort of low relationship quality employees. Leadersh Q 18:69–84CrossRef

Kamdar D, Van Dyne L (2007) The joint effects of personality and workplace social exchange relationships in predicting task performance and citizenship performance. J Appl Psycol 92:1286–1298CrossRef

Kim S, O’Neill JW, Cho HM (2010) When does an employee not help coworkers? The effect of leader–member exchange on employee envy and organizational citizenship behavior. Int J Hosp Manag 29:530–537CrossRef

Lau VCS, Au WT, Ho JMC (2003) A qualitative and quantitative review of antecedents of counterproductive behavior in organizations. J Bus Psycol 18:73–99CrossRef

Lee K, Allen NJ (2002) Organizational citizenship behavior and workplace deviance: the role of affect and cognition. J Appl Psycol 87:131–142CrossRef

Liden RC, Maslyn JM (1998) Multidimensionality of leader–member exchange: an empirical assessment through scale development. J Manag 24:43–72

Liden RC, Sparrowe R, Wayne S (1997) Leader–member exchange theory: the past and potential for the future. Res Pers Hum Res Manag 15:47–119

Loo R, Loewen P (2004) Confirmatory factor analyses of scores from full and short versions of the Marlowe–Crowne social desirability scale. J Appl Soc Psycol 34:2343–2352CrossRef

Masterson SS, Lewis K, Goldman BM, Taylor MS (2000) Integrating justice and social exchange: the differing effects of fair procedures and treatment on work relationships. Acad Manag J 43:738–748CrossRef

Menon T, Thompson L (2007) Don’t hate me because I’m beautiful: self-enhancing biases in threat appraisal. Organ Behav Hum Decis Process 104:45–60CrossRef

Mount M, Ilies R, Johnson E (2006) Relationship of personality traits and counterproductive work behaviors: the mediating effect of job satisfaction. Pers Psycol 59:591–622CrossRef

Parrott WG (1991) The emotional experiences of envy and jealousy. In: Salovey P (ed) The psychology of jealousy and envy. The Guilford Press, New York, pp 3–30

Parrott WG, Smith RH (1993) Distinguishing the experiences of envy and jealousy. J Pers Soc Psycol 64:906–920CrossRef

Payne RL (2001) Measuring emotions at work. In: Payne RL, Cooper CL (eds) Emotions at work. Wiley, New York, pp 107–129

Phillips AS, Bedeian AG (1994) Leader–follower exchange quality: the role of personal and interpersonal attributes. Acad Manag J 37:990–1001CrossRef

Pines A, Aronson E (1983) Antecedents, correlates, and consequences of sexual jealousy. J Pers 51:108–136CrossRef

Rotundo M, Sackett PR (2002) The relative importance of task, citizenship, and counterproductive performance to global ratings of job performance: a policy-capturing approach. J Appl Psycol 87:66–80CrossRef

Salovey P, Rodin J (1984) Some antecedents and consequences of social-comparison jealousy. J Pers Soc Psycol 47:780–792CrossRef

Salovey P, Rodin J (1986) The differentiation of social-comparison jealousy and romantic jealousy. J Pers Soc Psycol 50:1100–1112CrossRef

Schaubroeck J, Lam SSK (2004) Comparing lots before and after: promotion rejectees’ invidious reactions to promotees. Organ Behav Hum Decis Process 94:33–47CrossRef

Setton RP, Bennett N, Liden RC (1996) Social exchange in organizations: perceived organizational support, leader–member exchange, and employee reciprocity. J Appl Psycol 81:219–227CrossRef

Smith RH, Kim SH (2007) Comprehending envy. Psycol Bull 133:46–64CrossRef

Smith RH, Parrott WG, Diener EF, Hoyle RH, Kim SH (1999) Dispositional envy. Pers Soc Psycol Bull 25:1007–1020CrossRef

Spector PE, Fox S, Penney LM, Bruursema K, Goh A, Kessler S (2006) The dimensionality of counterproductivity: are all counterproductive behaviors created equal? J Vocat Behav 68:446–460CrossRef

Susskind AM, Kacmar KM, Borchgrevink CP (2003) Customer service providers’ attitudes relating to customer service and customer satisfaction in the customer-service exchange (CSX). J Appl Psycol 88:179–187CrossRef

Tsai CW (2009) The important effect of employees’ emotion management ability on his/her service behaviours in the international tourist hotel. Serv Ind J 29:1437–1449CrossRef

Vardi Y, Weitz E (2004) Misbehavior in organizations: theory, research, and management. Lawrence Erlbaum, Mahwah

Vecchio RP (1995) It’s not easy being green: jealousy and envy in the workplace. Res Pers Hum Res Manag 13:201–244

Vecchio RP (2000) Negative emotion in the workplace: employee jealousy and envy. Int J Stress Manag 7:161–179CrossRef

Wayne SJ, Shore LM, Liden RC (1997) Perceived organizational support and leader–member exchange: a social exchange perspective. Acad Manag Rev 40:82–111CrossRef

White GL (1980) Inducing jealousy. Pers Soc Psycol Bull 6:222–227CrossRef

Titel: Service employees’ deviant behaviors and leader–member exchange in contexts of dispositional envy and dispositional jealousy
Publikationsdatum: 01.12.2013
Erschienen in: Service Business / Ausgabe 4/2013
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI: https://doi.org/10.1007/s11628-012-0174-6