Research On The Impact Of Supervisor Ostracism On Employee's Service Performance And Proactive Customer Service Performance And Mediation Mechanism

In terms of the current development of the world economy and China's economy,the service industry has become the biggest driver of GDP growth and the biggest job supplier.Front-line service employees are the key group who contact with customers directly.Their service attitude and behavior play an irreplaceable role in forming good customer service perception and creating core competitiveness of enterprises.Therefore,it is very important to study how to improve the service performance and proactive customer service performance of front-line service employees.At present,most academic researches focus on how front-line service employees' individual characteristics and organizational factors affect their service performance and proactive customer service performance.Few scholars pay attention to the impact of the relationship between front-line service employees and their direct leaders on their service attitude and behavior.There is a common pattern of "mentorship" in the service industry,which makes front-line service employees have a closer relationship with their direct leaders,and therefore may lead to a more significant impact on their service attitude and behavior.In the relationship between leaders and subordinates,supervisor ostracism is a common and harmful workplace relationship,which may affect the service performance and proactive customer service performance of front-line service employees.Based on the above background,this study is focuses on the following two questions:first,does the supervisor ostracism affect the service performance and proactive customer service performance of employees?Second,how does this effect occur?Based on the resource conservation theory,this study constructs a research model of the impact of supervisor ostracism on employees' service performance and proactive customer service performance,and discusses the mediating role of emotional exhaustion,access to information and access to resource.Through the questionnaire survey of 219 restaurant front-line service employees,the following conclusions are drawn:First of all,supervisor ostracism will have a negative impact on employees'service performance and proactive customer service performance.Second,emotional exhaustion mediates the relationship between supervisor ostracism and service performance as well as supervisor ostracism and proactive customer service performance.Thirdly,access to information and access to resource mediate the relationship between supervisor ostracism and service performance as well as supervisor ostracism and proactive customer service performance.This study found that supervisor ostracism would have a negative impact on employee service performance and proactive customer service performance,which sounded the alarm for enterprises to pay attention to and attach importance to supervisor ostracism.This study also found the mediating roles of emotional exhaustion,access to information and access to resource in the above relationships,and provided suggestions for enterprises to weaken the negative impact of supervisor ostracism.