ABSTRACT

Supervisor ostracism prevails in highly stressful workplace such as hospitality settings. However, the consequences of supervisor ostracism seem disparate. Some frontline employees (FLEs) experience psychological distress and choose to leave their jobs, while others tend to engage in positive behaviors to reshape their social environments. This study provides novel insights into the consequences of supervisor ostracism from a causal explanatory perspective. We propose that ostracized FLEs are likely to adopt the tactics of job crafting and supervisor-focused ingratiation to cope with supervisor ostracism, which subsequently leads to enhanced performance outcomes. Results from a two-wave and multisource survey reveal that FLEs are motivated to craft their jobs when they make internal attribution for supervisor ostracism, which, in turn, promotes their task performance. Furthermore, when FLEs attribute supervisor ostracism to relational factors, they are likely to ingratiate their supervisors, which improves citizenship performance. Contributions to literature and management practice are also addressed.

摘要

主管排斥在压力很大的工作场所（例如酒店环境）中普遍存在。然而，主管排斥的后果似乎不同。一些一线员工 (FLE) 经历了心理困扰并选择离职，而另一些则倾向于通过积极的行为来重塑他们的社会环境。这项研究从因果解释的角度为主管排斥的后果提供了新的见解。我们建议，被排斥的 FLE 可能会采用工作制定和以主管为中心的讨好策略来应对主管的排斥，从而提高绩效结果。一项两波多源调查的结果表明，当 FLE 对主管排斥做出内部归因时，他们会积极地创造自己的工作，而这反过来又会导致 促进他们的任务绩效。此外，当 FLE 将主管排斥归因于关系因素时，他们可能会讨好主管，从而提高公民绩效。还讨论了对文献和管理实践的贡献。