The impact of workplace ostracism in service organizations

International Journal of Hospitality Management

Volumn 30, Issue 4, 2011, Pages 836-844

  Leung, Alicia S M ^a   Wu, L Z ^b   Chen, Y Y ^a   Young, Michael N ^a  

^a HONG KONG BAPTIST UNIVERSITY   (Hong Kong)

^b SHANGHAI UNIVERSITY OF FINANCE AND ECONOMICS   (China)

Author keywords

Neuroticism; Service performance; Work engagement; Workplace ostracism

Indexed keywords

EID: 79958790877     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2011.01.004     Document Type: Article

References (71)

1. Aiken L.S., West S.G. Multiple Regression: Testing and Interpreting Interactions 1991, Sage, Newbury Park, CA.
2. Bagozzi R.P., Yi Y. On the evaluation of structural equation models. Journal of the Academy of Marketing Science 1988, 16(1):74-94.
3. Bakker A.B., Demerouti E. Towards a model of work engagement. Career Development International 2008, 13(3):209-223.
4. Bakker A.B., Demerouti E., Verbeke W. Using the job demands: resources model to predict burnout and performance. Human Resource Management 2004, 43(1):83-104.
5. Bakker A.B., Schaufeli W.B., Leiter M.P., Taris T.W. Work engagement: an emerging concept in occupational health psychology. Work & Stress 2008, 22(3):187-200.
6. Baron R.M., Kenny D.A. The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology 1986, 61(6):1173-1182.
7. Baumeister R.F, Twenge J.M., Nuss C. Effects of social exclusion on cognitive processes: anticipated aloneness reduces intelligent thought. Journal of Personality and Social Psychology 2002, 83(4):817-827.
8. Bentler P.M. Comparative fit indices in structural models. Psychological Bulletin 1990, 107(2):238-246.
9. Brislin R.W. Translation and content analysis of oral and written materials. Handbook of Cross-cultural Psychology 1980, vol. 2:389-444. Allyn and Bacon, Boston.
10. Britt T.W., Castro C.A., Adler A.B. Self-engagement, stressors, and health: a longitudinal study. Personality and Social Psychology Bulletin 2005, 31(11):1475-1486.
11. Brookings J.B., Zembar M.J., Hochstetler G.M. An interpersonal circumplex/five-factor analysis of the rejection sensitivity questionnaire. Personality and Individual Differences 2003, 34(3):449-461.
12. Browne M.W., Cudeck R. Alternative ways of assessing model fit. Testing Structural Equation Models 1993, 136-162. Sage, Beverly Hills, CA. K.A. Bollen, J.S. Long (Eds.).
13. Bolger N., Zuckerman A. A framework for studying personality in the stress process. Journal of Personality and Social Psychology 1995, 69(5):890-902.
14. Bryk A.S., Raudenbush S.W. Hierarchical Linear Models for Social and Behavioral Research: Applications and Data Analysis Methods 1992, Sage, Newbury Park, CA.
15. Carver C.S. Impulse and constraint: perspectives from personality psychology, convergence with theory in other areas, and potential for integration. Personality and Social Psychology Review 2005, 9(4):312-333.
16. Cook T.D., Campbell D.T. Quasi Experimentation: Design and Analytical Issues for Field Settings 1979, Rand McNally, Chicago, IL.
17. Costa P.T., McCrae R.R. Neuroticism, somatic complains, and disease: is the bark worse than the bite?. Journal of Personality 1987, 55(2):299-316.
18. De Jong A., de Ruyter K., Wetzels M. Antecedents and consequences of group potency: a study of self-managing service teams. Management Science 2005, 51(11):1610-1625.
19. Ferris D.L., Brown D.J., Berry J.W., Lian H. The development and validation of the workplace ostracism scale. Journal of Applied Psychology 2008, 93(6):1348-1366.
20. Goldberg L.R. An alternative 'description of personality': the big-five factor structure. Journal of Personality and Social Psychology 1990, 59(6):1216-1229.
21. González-Roma V., Schaufeli W.B., Bakker A., Lloret S. Burnout and engagement: independent factors or opposite poles?. Journal of Vocational Behavior 2006, 68(1):165-174.
22. Hakanen J.J., Schaufeli W.B., Ahola K. The job demands-resources model: a three-year cross-lagged study of burnout, depression, commitment, and work engagement. Work & Stress 2008, 22(3):224-241.
23. Hitlan R.T., Cliffton R.J., DeSoto C. Perceived exclusion in the workplace: the moderating effects of gender on work-related attitudes and psychological health. North American Journal of Psychology 2006, 8(2):217-236.
24. Hitlan R.T., Noel J. The influence of workplace exclusion and personality on counterproductive work behaviors: an interactionist perspective. European Journal of Work and Organizational Psychology 2009, 18(4):477-502.
25. Hobfoll S.E. Conservation of resources: a new attempt at conceptualizing stress. American Psychologist 1989, 44(3):513-524.
26. Hobfoll S.E. Stress, Culture and Community: The Psychology and Philosophy of Stress 1998, Plenum Press, New York.
27. Hobfoll S.E. The influence of culture, community, and the nested-self in the stress process: advancing conservation of resources theory. Applied Psychology an International Review 2001, 50(3):337-421.
28. Hobfoll S.E., Johnson R.J., Ennis N., Jackson A.P. Resource loss, resource gain, and emotion outcomes among inner city women. Journal of Personality and Social Psychology 2003, 84(3):632-643.
29. Hui C.H. Measurement of individualism-collectivism. Journal of Research in Personality 1988, 22(1):17-36.
30. Hyvönen K., Feldt T., Salmela-Aro K., Kinnunen U., Mäkikangas A. Young managers' drive to thrive: a personal work goal approach to burnout and work engagement. Journal of Vocational Behavior 2009, 75(2):183-196.
31. Judge T.A., Ilies R. Relationship of personality to performance motivation: a meta-analytic review. Journal of Applied Psychology 2002, 87(4):797-807.
32. Karatepe O.M., Olugbade O.A. The effects of job and personal resources on hotel employees' work engagement. International Journal of Hospitality Management 2009, 28(4):504-512.
33. Kim H.J., Shin K.H., Swanger N. Burnout and engagement: a comparative analysis using the Big Five personality dimensions. International Journal of Hospitality Management 2009, 28(1):96-104.
34. Lam L., Lau D. Work climate and customer satisfaction: the role of trust in retail context. Journal of Management and Organization 2008, 14(2):141-154.
35. Langelaan S., Bakker A.B., Van Doornen L.J., Schaufeli W.B. Burnout and work engagement: do individual differences make a difference?. Personality and Individual Differences 2006, 40(3):521-532.
36. Liao H., Chuang A. A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal 2004, 47(1):41-58.
37. Liao H., Chuang A. Transforming service employees and climate: a multi-level multi-source examination of transformational leadership in building long-term service relationships. Journal of Applied Psychology 2007, 92(4):1006-1019.
38. Liao H., Toya K., Lepak D.P., Hong Y. Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. Journal of Applied Psychology 2009, 94(2):371-390.
39. MacKinnon D.P., Lockwood C.M., Hoffman J.M., West S.G., Sheets V. A comparison of methods to test the significance of the mediated effect. Psychological Methods 2002, 7(1):83-104.
40. Maslach C., Schaufeli W.B., Leiter M.P. Job burnout. Annual Review of Psychology 2001, 52(1):397-422.
41. Mor N., Inbar M. Rejection sensitivity and schema-congruent information processing biases. Journal of Research in Personality 2009, 10.1016/j.jrp.2009.01.001.
42. Muller C.M., Yzerbyt V.Y., Judd C.M. When moderation is mediated and mediation is moderated. Journal of Personality and Social Psychology 2005, 89(6):852-863.
43. Nevid J.S., Rathus S.A. Psychology and the Challenges of Life: Adjustment in the New Millennium 2005, John Wiley & Sons, Hoboken, NJ. 9th ed.
44. Podsakoff P.M., MacKenzie S.B., Lee J.-S., Podsakoff N.P. Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology 2003, 88(5):879-903.
45. Powell G.N., Francesco A.M., Yan L. Toward culture-sensitive theories of the work-family interface. Journal of Organizational Behavior 2009, 30(5):597-616.
46. Salanova M., Agut S., Peiró J.M. Linking organizational resources and work engagement to employee performance and customer loyalty: the mediating role of service climate. Journal of Applied Psychology 2005, 90(6):1217-1227.
47. Salanova M., Llorens S., Cifre E., Martinez I., Schaufeli W.B. Perceived collective efficacy, subjective well-being and task performance among electronic work groups: an experimental study. Small Group Research 2003, 34(1):43-73.
48. Schaufeli W.B., Bakker A.B., Salanova M. The measurement of work engagement with a short questionnaire: a cross-national study. Educational and Psychological Measurement 2006, 66(4):701-716.
49. Schaufeli W.B., Salanova M. Efficacy or inefficacy, that's the question: burnout and engagement, and their relationships with efficacy beliefs. Anxiety, Coping & Stress 2007, 20(2):177-196.
50. Schmitz N., Kugler J., Rollnik J. On the relation between neuroticism, self-esteem, and depression: results from the National Comorbidity Survey. Comprehensive Psychiatry 2003, 44(3):169-176.
51. Schneider B., Bowen D.E., Erhart M.G., Holcombe K.M. The climate for service: evolution of a construct. Handbook of Organizational Culture and Climate 2000, 21-36. Sage, Thousand Oaks, CA. N.M. Ashkanasy, C.P. Wilderom, M.F. Peterson (Eds.).
52. Shrout P.E., Bolger N. Mediation in experimental and nonexperimental studies: new procedures and recommendations. Psychological Methods 2002, 7(4):422-445.
53. Sobel M.E. Asymptotic confidence intervals for indirect effects in structural equation models. Sociological Methodology 1982, 290-312. American Sociological Association. S. Leinhardt (Ed.).
54. Sommer K.L., Baumeister R.F. Self-evaluation, persistence, and performance following implicit rejection: the role of trait self-esteem. Personality and Social Psychology Bulletin 2002, 28(7):926-938.
55. Sonnentag S. Recovery, work engagement, and proactive behavior: a new look at the interface between work and non-work. Journal of Applied Psychology 2003, 88(3):518-528.
56. Stone E.F., Hollenbeck J.R. Clarifying some controversial issues surrounding statistical procedures for detecting moderator variables: empirical evidence and related matters. Journal of Applied Psychology 1989, 74(1):3-10.
57. Tucker L.R., Lewis C. The reliability coefficient for maximum likelihood factor analysis. Psychometrika 1973, 38(1):1-10.
58. Twenge J.M., Catanese K.R., Baumeister R.F. Social exclusion causes self-defeating behavior. Journal of Personality and Social Psychology 2002, 83(3):606-615.
59. Ukoumunne O.C., Gulliford M.C., Chinn S., Sterne J.A., Burney P.G. Methods for evaluating area-wide and organization-based interventions in health and health care: a systematic review. Health Technology Assessment 1999, 3(5):iii92.
60. Warburton W.A., Williams K.D., Cairns D.R. When ostracism leads to aggression: the moderating effects of control deprivation. Journal of Experimental Social Psychology 2006, 42(2):213-220.
61. Wilkins A., Dyer W. Toward culturally sensitive theories of cultural change. Academy of Management Review 1988, 13(4):522-533.
62. Williams K.D. Social ostracism. Aversive Interpersonal Behaviors 1997, 133-170. Plenum, New York. R.M. Kowalski (Ed.).
63. Williams K.D. Ostracism: The Power of Silence 2001, The Guilford Press, New York.
64. Williams K.D. Ostracism. Annual Review of Psychology 2007, 58:425-452.
65. Williams K.D. Ostracism: effects of being excluded and ignored. Advances in Experimental Social Psychology 2009, vol. 41:275-314. Academic Press, New York.
66. Williams K.D., Sommer K.L. Social ostracism by one's coworkers: does rejection lead to loafing or compensation?. Personality and Social Psychology Bulletin 1997, 23(7):693-706.
67. Williams K.D., Zadro L. Ostracism: on being ignored excluded and rejected. Interpersonal Rejection 2001, 21-53. Oxford University Press, New York. M.R. Leary, Leary (Eds.).
68. Wright T.A., Hobfoll S.E. Commitment, psychological well-being and job performance: an examination of conservation of resources (COR) theory and job burnout. Journal of Business and Management 2004, 9(4):389-406.
69. Xanthopoulou D, Bakker A.B., Demerouti E., Schaufeli W.B. The role of personal resources in the job demands-resources model. International Journal of Stress Management 2007, 14(2):121-141.
70. Xanthopoulou D., Bakker A.B., Heuven E., Demerouti E., Schaufeli W.B. Working in the sky: a dairy study among flight attendants. Journal of Occupational Health Psychology 2008, 13(4):345-356.
71. Zadro L., Boland C., Richardson R. How long does it last? The persistence of the effects of ostracism in the socially anxious. Journal of Experimental Social Psychology 2006, 42(5):692-697.