The Relationship between Abusive Supervisor and Employees’ Service Performance：The Mediating Effect of Emotional Labor and The Moderating Effect of Surface Acting Self-Efficacy

• Main Authors: Ya-Ling Kan, 甘雅菱
• Other Authors: Su-Fen Chiu
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/phab8t

碩士 === 國立臺灣科技大學 === 企業管理系 === 104 === Drawing on conservation of resources theory, this research examines the linkage between abusive supervision and frontline employees’ service performance, focusing on the mediating role of surface acting and ego depletion as well as the moderating role of surface acting self-efficacy. Using questionnaire survey, we collected 156 valid pairs of leader-subordinate dyad data among organizations in Taiwan. The result showed that (1) leaders’ abusive supervision is positively related to surface acting; (2) surface acting is positively related to ego depletion; (3) ego depletion is positively related to service performance; (4) abusive supervision predicts employees’ service performance through the mediating effect of surface acting and ego depletion; (5) surface acting self-efficacy moderates the relationships between surface acting and ego depletion; that is, surface acting self-efficacy weakens the positive relationships between abusive supervision and service performance; (6) surface acting self-efficacy moderates the mediating effects of surface acting and ego depletion on the relationship between abusive supervision and service performance such that this mediating effects are weaker for employees with higher surface acting self-efficacy.