| The Devil Wears Prada: Dual-Tuning Effects of Abusive Supervision on Employee Objective Performance in Call Center Teams |
Received:October 16, 2017 Revised:October 16, 2017 |
Key Words: Abusive supervision, abusive supervision variability, turnover intention, team-member exchange, objective performance |
| Author Name | Affiliation | | Yonghong Liu | University of North Carolina at Greensboro | | Chen Zhao | Beijing University of Posts and Telecommunications | | Zhonghua Gao* | Capital University of Economics and Business |
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Abstract: |
| Despite the well-documented negative association between abusive supervision and employee performance, recent research has suggested that abusive supervision can be motivating and even performance enhancing. Using psychological contract as an explanatory framework, our study of 1435 employees in 139 call center teams showed both a performance-enhancing and a performance-undermining pathway linking abusive supervision to employee objective performance. Specifically, abusive supervision positively influences employee objective performance through intensifying employee turnover intention, while negatively influencing employee performance through damaging employee’s relationship with the team (i.e., team-member exchange, or TMX). Additionally, when the variability of abusive supervision in a team is low, the performance-undermining effect becomes stronger. The theoretical and practical implications of these findings are discussed. |
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