ABSTRACT

Based on the trickle-down model, the present study simultaneously examined how transformational leadership and abusive supervision influence employees’ proactive customer service performance and service sabotage through employees’ emotional labor strategies toward customers. Moreover, this study examines whether perceived supervisor power can activate or inhibit the aforementioned trickle-down processes. The present study collected data from 186 service employees–supervisor pairs at different times. The results of structural equation modeling indicate that transformational leadership positively predicted employees’ proactive customer service performance via deep acting, whereas abusive supervision was positively associated with employees’ service sabotage through surface acting. Furthermore, being perceived as a powerful supervisor is an important factor to maximize the benefits of transformational leadership. The theoretical and practical implications are further discussed.

摘要

基于滴流模型，本研究同时考察了变革型领导和滥用监督如何通过员工对客户的情感劳动策略来影响员工的主动客户服务绩效和服务破坏。此外，本研究还检验了感知到的主管权力是否可以激活或抑制上述trick流过程。本研究在不同时间收集了来自186名服务员工－主管对的数据。结构方程建模的结果表明，变革型领导通过深层行动积极预测员工的主动客户服务绩效，而滥用监督与通过表面行为破坏员工的服务则成正相关。此外，被视为强大的主管是最大化变革型领导优势的重要因素。理论和实践意义进一步讨论。