Negative workplace gossip: Its impact on customer service performance and moderating roles of trait mindfulness and forgiveness
By Mayowa T. Babalola, Shuang Ren, T. Kobinah, Y. Qu, Omale A. Garba, Liang Guo. International Journal of Hospitality Management, 2019
108 citations recorded by the source corpus.
Abstract This study investigates why and when perceived negative workplace gossip inhibits targets’ in-role performance in the context of service. Relying on affective events theory, we argue that perceived negative workplace gossip inhibits targets’ customer service performance by eliciting negative mood. Furthermore, we argue that this mediating process is moderated by targets’ trait mindfulness and forgiveness. Specifically, we suggest that target employees who are lower (versus higher) in trait mindfulness are more likely to experience negative mood. In turn, the negative mood only inhibits customer service performance among those who have lower (versus higher) tendency to forgive. Results from a multi-wave, multisource field study provide support for our hypotheses, even while controlling for targets’ emotional exhaustion as an alternative pathway. These findings support the affective events perspective to understand negative workplace gossip and provide a more nuanced view on its consequences.
Subfields: Health, Social Psychology, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/ec31780849a3ba8522eb956b6e82de0774c35c96
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Citations in the corpus
- Narcissistic leadership and behavioral cynicism in the hotel industry: the role of employee silence and negative workplace gossiping (2020, background): “Negative work gossiping is an indication of issues to be considered within the workplace (Babalola et al., 2019).”