Supervisor Employee Research Articles

Supervisors as recipients and implementers of organizational change: evidence from an Indian chain hospital

Purpose Supervisors play an important role in the implementation of organizational policies and practices. This study aims to examine the role of supervisors as both recipients and main implementers of organizational change by investigating how supervisors’ relationship with organization would affect their attitude toward change (ATC) and how employees–supervisor relationship, as perceived by employees, would influence their reaction to change. Design/methodology/approach The influence of participation, perceived organizational support (POS) and mutual expectation clarity (MEC) on supervisors’ ATC was examined, along with the influence of leader–member exchange, perception of supervisor’s expressed ATC and also supervisors’ organizational status on employees’ ATC. Two studies were conducted in a chain hospital in India. Findings The findings suggest that supervisors’ ATC improved by higher participation, POS and MEC. Also, while employees’ change attitude was predicted by how they perceived their supervisors’ status, expressed reaction toward change and perception of employee–supervisor relationship, for employees who either perceived highly negative change attitude of their supervisors or believed that their supervisors had low organizational status, the employee–supervisor relationship had almost no effect on improving employees’ attitude. Originality/value Considering that supervisors often tend to engage in professional relationships with their subordinate employees, little is investigated on how, through the lens of relationships, supervisors may affect employees’ ATC. This paper attempts to make a difference by conducting two connected studies in a chain hospital to examine how supervisors – as recipients and implementers of organizational policies and practices – could influence employees’ ATC. The findings suggest managerial implications that could inform practitioners toward improvement of employee buy-ins for change programs.

How and when family-supportive supervisor behaviors foster work engagement and gratitude: A moderated mediation model

In light of social exchange theory and the gratitude norm of Confucianism, we explored the relationships between family-supportive supervisor behaviors (FSSBs), employee gratitude, and work engagement. We also investigated power distance orientation as a potential contingent factor affecting these relationships. We tested our hypotheses using a two-wave survey conducted with 325 employees of 15 companies in China. When we controlled for supervisor–employee work support, we found that employee gratitude partially mediated the positive association between FSSBs and work engagement. Further, power distance orientation negatively moderated the direct effect of FSSBs on employee gratitude and the mediating effect of gratitude of FSSBs on work engagement. Theoretical and practical management implications are discussed.

Nexus Between Islamic Spiritual Value, Cognitive Dissonance, Perceived Social Status, and Business Longevity

This research aims to analyses the relationship pattern between Islamic spiritual value, cognitive dissonance, perceived social status, and business longevity. The research object is in East Java Province and Special Region of Yogyakarta Province, Indonesia. The sampling technique is using purposive sampling with the respondents in those two areas. The data analysis technique is using Partial Least Square. The findings of this research are: first, Islamic Spiritual value can minimize the occurrence of employee supervisors’ Cognitive dissonance and can improve business longevity. Second, cognitive dissonance and can improve perceived social status. Third, Perceived Social Status can improve business longevity. This research provides theory contribution and development that includes Islamic spiritual value, cognitive dissonance, perceived social status, and business longevity. The company can create policy and practice related to Islamic spiritual value, cognitive dissonance, perceived social status, and business longevity so that it can compete in the long term. This research connects the aspect of business longevity with Islamic spiritual value, cognitive dissonance, and perceived social status which is still rare to find.

The role of top-level supportive leadership: A multilevel, trickle-down, moderating effects test in Chinese hospitality and tourism firms

This study explores and tests the role of top-level supportive leadership on both individual and group members in hospitality and tourism firms, examining the trickle-down model of top-level supportive leadership through not only middle-level supportive leadership, but group cohesion and also moderation of top-level supportive leadership on both middle-level supportive leadership–service quality and group cohesion–service quality relationships, which extend and enrich the trickle-down model of leadership. Hierarchical linear modeling was used to assess a sample of 2009 employee–supervisor pairs across 112 departments in 35 Chinese hospitality and tourism firms. The results suggest that top-level supportive leadership relates positively to employees’ service quality, which trickles down through middle-level supportive leadership, excepting group cohesion; top-level supportive leadership strengthens the positive effect of middle-level supportive leadership on employee service quality, triggering positive effects of group cohesion.

THE DEVELOPMENT OF THE BLENDED LEARNING SYSTEM FOR THE TRAINING OF THE GOVERNMENT ADMINISTRATION STANDARD OPERATIONAL PROCEDURE DEVELOPER

The implementation of face-to-face education and training is often constrained by issues of curriculum, infrastructure, opportunities and time. This training need large budget for accommodation and consumption which add to the difficulty for the state civil officer (SCO) to attend education and training. Curricula that should be the basis for conducting training are often not implemented well with consideration of budget efficiency. This study aims to overcome these problems by developing training for the Standard Operational Procedure (SOP) Developer of the Government Administration with a valid, practical and efficient blended learning model to improve human resources. This study used a blended learning model which consists the following stages: curriculum development and teaching materials, explanations to mentors or supervisors of employees, web development and small group trials, improvements and trials in medium groups, implementation of learning, and evaluation. The results were obtained from 3 aspects of the validity test, namely aspects of media, material and language. Next, test the practicality using data from facilitator responses and training participants' responses. While the effectiveness test is obtained using the results of the training participants' skills test accompanied by pre-test and pos-test. The results of the average product validity gets a value of 93.59% which indicate the blended learning were very valid. On the average practicality of facilitator responses 82.69% of the which indicated the model is very practical. The results of the effectiveness of the skills test results showed an average of 84.61% which is very effective. In conclusion, the development of the blended learning system for training of S.O.P Developer of government administration at the center of human resource development is valid, practical, and effective. Thus it can be applied as model of training for state officer in the future.

Customer incivility and customer problem-solving behaviour in frontline employees: testing a moderated mediation model

Due to its prevalence and lasting implications, frontline employees’ (FLEs) experience of customer incivility has long occupied both managers and the human resources field as a whole. The current research employs the conservation of resources theory (COR) and justice theory to examine the influence of customer incivility on the customer problem-solving behaviour of FLEs via the mediation of employee burnout. Furthermore, it examines what alleviates the adverse influences of customer incivility by assessing the moderating roles of perceived supervisor justice and employee resilience. Using structural equation modelling (SEM), the research model is analysed based on a sample of 243 FLE-supervisor dyads in various hospitality organisations using a time-lagged research method, whereby supervisor-assessed FLEs’ customer problem-solving behaviours were also examined. The results demonstrate that customer incivility indirectly (via burnout) and directly has a negative influence on FLE willingness to engage in customer problem-solving behaviours. This influence is alleviated when a supervisor is perceived to be just and the employees are resilient. For managers, these research findings illustrate the significance of understanding what lessens the negative impact of customer incivility on the willingness to engage in customer problem-solving behaviours.

Examining the spillover effects of problems at home on proactive customer service performance in the hospitality industry: the overlooked side of the work-family interface

ABSTRACT The present study explores the underlying mechanism of problems at home and proactive customer service performance (PCSP) in the hospitality industry. Integrating conservation of resources theory and boundary theory, it investigates the impact of hotel service employees’ problems at home on PCSP as well as the mediating role of thriving at work and the moderating role of home–work segmentation preferences. We employed a three-wave survey and achieved 316 valid employee–supervisor dyads from five hotels in Guangdong Province in southern China. The results demonstrate that problems at home have a negative effect on PCSP and that thriving at work mediates this association. Furthermore, home–work segmentation preferences could weaken the effect of problems at home on thriving at work and the indirect effect of problems at home on PCSP via thriving at work.

Supervisor Narcissism and Employee Performance: A Moderated Mediation Model of Affective Organizational Commitment and Power Distance Orientation

Drawing upon social exchange theory, this research investigates how and when supervisor narcissism influences subordinates’ performance. Study 1 uses a two-wave survey and reveals that supervisor narcissism is negatively related to subordinates’ in-role performance. Subordinates’ affective organizational commitment mediates the relationship between supervisor narcissism and subordinates’ in-role performance. Moreover, the mediating effect is moderated by subordinates’ power distance orientation such that the mediation is weaker when power distance orientation is higher. Study 2 utilizes experimental research to replicate and extend the findings of Study 1. It shows that supervisor narcissism also negatively influences subordinates’ extra-role performance. Subordinates’ affective organizational commitment also mediates the relationship between supervisor narcissism and extra-role performance. Moreover, power distance orientation also moderates the mediating effect.

Enabling self-direction in return to work of workers with high and low levels of education

Abstract Background Dutch legislation stimulates active participation of employees in their return-to-work (RTW) process. Earlier research showed that employees, particularly with low levels of education, are not always able to self-direct RTW. Empowering leadership may support this process. This study answers two research questions: (1) What differences and similarities do employers of employees with low versus high levels of education show in their management of RTW? (2) To what degree do the roles of employers in both types of organizations resemble empowering leadership? Methods We performed semi-structured, in-depth interviews with 10 HR professionals and supervisors working at a Dutch university. We also analysed transcripts from a study in which 13 HR professionals and supervisors from multiple Dutch industries (employing workers with low levels of education) were interviewed. We used purposive sampling to recruit participants. For question 1, the transcripts were analysed thematically. For question 2, pattern matching was applied. Results Preliminary results indicate that supervisors of both types of employees, show several similarities in managing RTW, such as the focus on possibilities instead of impossibilities, asking the advice of the occupational physician, and seeking support to increase employability. We also found that supervisors of employees with low levels of education have a stronger tendency to control and steer RTW and feel that possibilities for RTW are limited, while supervisors of high-educated employees tend to engage in dialogue more often and search for possibilities for work adjustments. Empowering leadership seems to be less common among supervisors of employees with low levels of education. Conclusions This study will benefit employers (of workers with both low and high levels of education) who aim to enable employees' self-direction in RTW, and help supervisors to develop more empowering leadership styles. This may lead to more sustainable RTW. Key messages Supervisors of employees with lower levels of education have a strong tendency to control and steer their employees’ return-to-work. Enabling employees’ self-direction in return-to-work requires empowering leadership.

Sustaining Collaborative Effort in Work Teams: Exchange Ideology and Employee Social Loafing

To sustain the effort of work team members as a collaborative resource over time, organizations need to avoid the social loafing of employees. Recognizing the importance of this relationship, we investigated both individual (i.e., exchange ideology) and situational factors (i.e., task visibility and professional respect) that influence employees’ attitudes toward social exchange and team collaboration and thus their social loafing. Using survey responses of 223 employee–supervisor dyads in South Korean firms, hierarchical regression analyses demonstrated that employees with a low exchange ideology were unlikely to engage in social loafing. In addition, exchange ideology interacted with both task visibility and professional respect to influence social loafing. Specifically, task visibility was negatively associated with social loafing, and this effect was stronger when employees were low, rather than high, in exchange ideology. Moreover, professional respect was negatively associated with social loafing, and this effect was stronger among those low in exchange ideology. Thus, a low level of exchange ideology can reduce social loafing and can also enhance the potential for task visibility and professional respect to strengthen effort levels. Accordingly, this study suggested that individual characteristics, especially exchange ideology, are important in reducing social loafing and clearly stated what managerial guidelines can be implemented to practically reduce social loafing.

Contextual Feedback Seeking: Conditional Effects of Individual Power Distance & Feedback Orientation

Employee feedback seeking may be limited by supervisor–employee relationships that feature an inherent status differential, and these effects could be magnified by higher power distance cultural values. Among the extensive research into feedback-seeking behavior, few studies offer empirical examinations of the role of cultural values or considerations of employee reactions to the feedback environment (i.e., perceptions of fit, fairness, and satisfaction with the environment). Therefore, the present study develops and tests a framework for understanding the feedback-seeking process, focusing specifically on the contextual effects of individual-level power distance values, feedback environment reactions, and feedback orientation. With data obtained from 438 employees in the finance sector in Peru, this article details a conditional, mediated relationship in which the supportiveness of the feedback environment influences feedback-seeking behavior, through employee reactions to the environment. Two conditional effects inform these relationships: the interaction of the employee’s feedback orientation with the feedback environment in predicting reactions and the interaction of individual-level power distance with reactions to the feedback environment. Together, they influence subsequent feedback-seeking behavior.

When employees and supervisors (do not) see eye to eye on family supportive supervisor behaviours: The role of segmentation desire and work-family culture

Helping employees juggle work and family responsibilities is crucial at a time when the boundaries between work and family life are increasingly blurred. Family-supportive supervisor behaviours (FSSBs) contribute to this and benefit both employees and organizations. Yet, employees and supervisors do not necessarily agree about the displayed FSSBs. We explore how employee–supervisor (dis) agreement concerning FSSB perceptions relates to employees' intrinsic motivation and turnover intentions. Moreover, we incorporate work–family culture and employees' desire for segmentation as boundary conditions. Using 569 employee–supervisor dyads from El Salvador, we found that intrinsic motivation is highest when employees and supervisors agree about strongly exhibited FSSBs, but only when employees desire work/home segmentation. When employees desire integration, such FSSB agreement is associated with relatively low intrinsic motivation. Moreover, turnover intentions are lowest when employees and supervisors agree that the supervisor exhibits a strong level of FSSBs, but only when work–family culture is strong. We contribute to FSSB research by demonstrating the importance of employees and supervisors seeing eye to eye (the level of) FSSBs, as well as the need for a good fit with the work–family culture of an organization and employees' desire for segmentation.

Examining occupational stress in early-career child welfare workers

This study examined changes in the perceptions of physical and emotional wellbeing of early career child welfare workers (n = 578) using four waves of data collected during their first 18 months of employment. Measures for physical wellbeing included self-reported physical health and a scale for sleep disturbances. Measures for emotional wellbeing included self-reported mental health and a scale for psychological distress. Compared to baseline, perceptions of physical and emotional wellbeing significantly worsened during the first six months. Self-reported physical wellbeing appeared to stabilize over time; however, emotional wellbeing continued to decline. Implications for agencies, including supervisory support and employee assistance programs are described.

Perceived organizational customer orientation and frontline employees' innovative behaviors: exploring the role of empowerment and supervisory fairness

PurposeThe purpose of this research is to examine the indirect effect of perceived organizational customer orientation on frontline employees' (FLE) innovative behaviors (via perceived empowerment) as well as the contextual factor of supervisory fairness, which affects the strength of the indirect effect. Drawing on social exchange theory, the authors propose that FLEs' perceived organizational customer orientation positively affects their empowerment and indirectly affects innovative behaviors, and that effect is stronger in a high supervisory fairness condition.Design/methodology/approachStructural equation modeling of the data collected through a time-lagged survey of 184 employee–supervisor dyads provides support for the hypotheses. From the practitioners' perspective, this study highlights the mechanism through which perceived organizational customer orientation can affect the display of FLEs' innovative behaviors as well as the conditions that strengthen this process.FindingsPerceived organizational customer orientation was positively related to employees' perceived empowerment. Empowerment was positively associated with supervisor-reported innovative behaviors. The indirect effect of perceived organizational customer orientation through employee empowerment on supervisor-reported innovative behaviors was also confirmed. Supervisory fairness significantly moderated the perceived organizational customer orientation and employee empowerment relationship. Finally, the indirect effect of customer orientation on supervisor-reported innovative behaviors through empowerment was significant for both high supervisory fairness and low supervisory fairness; however, the effect was stronger in a high fairness condition.Practical implicationsService managers can benefit from these findings by improving the work environment characteristics.Originality/valueThis study makes an important contribution to existing research on perceived organizational customer orientation and FLEs' innovative behaviors as extant research has only examined the direct unmediated effect of customer orientation on innovative behaviors. Moreover, the authors’ moderated mediation model presents a new insight into how perceived organizational customer orientation influences FLEs' innovative behaviors and when this effect is more pronounced.

Does customer incivility undermine employees’ service performance?

Abstract This study extends the growing body of research on customer incivility by examining its impact on employees’ in-role and extra-role service performance in the hospitality industry. Using a sample of 307 employee–supervisor dyads in nine hotels in Zhuhai City, China, this research examined the impact of customer incivility along with negative affectivity and hostile attribution bias on in-role performance and extra-role performance, particularly proactive customer service performance (PCSP). The results demonstrate that, while customer incivility negatively influenced PCSP, it did not impact in-role performance. Furthermore, the effect of customer incivility on PCSP was mediated by negative affectivity. Additionally, hostile attribution bias significantly moderated the relationship between customer incivility and negative affectivity, as well as the indirect relationship between customer incivility and PCSP through negative affectivity.

Harmonious workplace climate and employee altruistic behavior: from social exchange perspective

PurposeDrawing on the social exchange perspective, the authors explore the roles of satisfaction over material rewards, perceived organizational politics and career ambition in the relationship between harmonious workplace climate and employee altruistic behavior in the context of British public sector.Design/methodology/approachThe authors employed SPSS software to estimate ordinary least squares models to test their hypotheses by analyzing data from 161 supervisor–employee dyads from a UK local government.FindingsSatisfaction over material rewards mediates the relationship between harmonious workplace climate and employee altruistic behavior. Both perceived organizational politics and career ambition moderate the mediated effect of harmonious workplace climate on employee altruistic behavior via satisfaction over material rewards.Originality/valueThis study advances the social exchange theory by showing that the norm of reciprocity (e.g. harmonious workplace climate in this study) may not be the only key driver of exchange for altruistic behavior among public sector workers. Still, it can be mediated by satisfaction with pay and promotion opportunities and may be conditional upon individuals' career ambition or their perceptions of organizational politics.

AN ANALYSIS OF CAREER DEVELOPMENT OF WOMEN CIVIL SERVANTS (PNS) IN MINISTRY OF FINANCE

In global there has been an increase in the number of women who work in the public sector including Indonesia. However, it did not have much effect on the number of women civil servant representation in high managerial or structural positions as part of career development in PNS Management. This condition is also faced by the Ministry of Finance, which have a high commitment to the implementation of pro-gender staff development policies. This study aims to find out how the career development of women civil servants in the Ministry of Finance through the post-positivism approach uses qualitative methods with literature studies and in-depth interviews with officials related to career development. Theories from Viki and Fiona regarding women's career development through individual and organizational aspects are used in conducting analyzes. The results showed that the career development of women civil servants in the Ministry of Finance had not been running optimally. The high number of male civil servants affects the low number of women civil servants who will occupy higher-level structural positions. Furthermore, it can be seen in the individual variables that there is still a lack of interest in female civil servants participating in education and training, and also not all female civil servants get female mentors who can become a role models because mentors are direct supervisors of employees. while the organizational variables indicate that there are still gender issues faced by female civil servants in the Ministry of Finance.

Radical and incremental creativity: associations with work performance and well-being

PurposePrevious studies have focused on exploring the factors that influence employees' two distinct types of creativity, that is, radical and incremental creativity, while very little attention has been paid to the outcomes of creativity and how the two types of creativity interact within individuals.Design/methodology/approachThe present study addresses this issue by adopting both variable-centered (correlation) and person-centered (latent profile analysis) approaches for three samples of supervisor–employee dyads data from China (n = 159, 213 and 273).FindingsUsing variable-centered analysis in sample 1, general creativity was positively associated with the four work performance dimensions, while there was no significant correlation between creativity and well-being. Using person-centered analysis, five very similar creativity profiles were found across samples 2 and 3 based on employees' radical and incremental creativity. These five classes differed in work performance dimensions and well-being, with classes characterized by a high level of incremental creativity profiles reporting a higher level of well-being and classes characterized by a high level of both incremental and radical creativity profiles reporting a higher level of the four work performance dimensions.Practical implicationsManagers are suggested to focus on factors that could promote employees' incremental creativity if they want to have happier and highly performing employees, and they could also focus on factors that could aid employees who may experience costs when engaging in radical creative activities.Originality/valueThe results of the present study contribute to uncover the potential outcomes related to employees' creativity by identifying distinct profiles of creativity types.

The passion bug: How and when do leaders inspire work passion?

SummaryDrawing from signaling theory, we propose a work passion transfer model where leaders' passion is transmitted to employees through the former's leadership style and is contingent on employees' perceived importance of performance to self‐esteem (IPSE). Data from 201 supervisor–employee dyads from the health‐care industry show that leaders' harmonious passion led to employees' harmonious passion through charismatic leadership, whereas contingent reward leadership accounted for the transfer of obsessive passion; IPSE did not play a moderating role for either form of passion. Results from a supplementary study further reveal that the link between leadership and employee passion operated through employees' perception of leader passion and that employees' IPSE accentuated for the relationship between perceived leader obsessive passion and employees' obsessive passion. This study advances research in work passion, leadership, and signaling theory and provides important implications for managerial practice.

Customer incivility and service sabotage in the hotel industry

PurposeUsing equity theory, this study aims to examine the role of customer incivility in effecting service sabotage among hotel employees by recognizing the mediating role of revenge motivation and the moderating effect of emotion regulation.Design/methodology/approachA multi-wave, multi-source questionnaire survey was conducted with 291 employee–supervisor dyads at chain hotels in Shenzhen, China. Previously developed and validated measures for customer incivility, revenge motivation, emotion regulation and service sabotage were adopted to test the hypotheses.FindingsCustomer incivility increased employees’ revenge motivation and service sabotage. Emotion regulation acted as a boundary condition for customer incivility’s direct effect on revenge motivation and its indirect effect on service sabotage through revenge motivation. Cognitive reappraisal mitigated the detrimental influence of customer incivility, whereas expressive suppression worsened its adverse effects.Practical implicationsManagers should monitor and deter the emergence of uncivil behaviors, provide psychological support for employees experiencing customer incivility and encourage these employees to use cognitive reappraisal rather than expressive suppression as an emotion regulation strategy.Originality/valueTo the authors’ knowledge, no prior research has investigated the customer incivility–service sabotage relationship in the hotel industry. This study sheds light on how customer incivility can motivate service sabotage among hotel employees. Furthermore, the authors used equity theory rather than the commonly adopted resources perspective to offer new insights into the customer incivility–service sabotage relationship.