Business Commons^™

The Recursive Relationship Between Abusive Supervision And Service Performance, Cass Shum

Hospitality Faculty Research

Purpose – Drawing upon the conservation of resources theory, this study investigates the recursive relationship between abusive supervision and service performance and the moderating role of coworker support in this recursive relationship. Design/methodology/approach – This study tests the model using moderated cross-lagged analysis with a three-wave longitudinal data from 146 hospitality employees who were working and studying in hospitality. Findings – Results support the recursive relationship: abusive supervision impairs service performance and employees with low service performance provoke abusive supervision. Coworker support mitigates the lagged effect between abusive supervision and service performance and that between service performance and abusive supervision. …