Negative workplace gossip and service outcomes: An explanation from social identity theory

By Yijiao Ye, Hong Zhu, Xincai Deng, Zhirong Mu. International Journal of Hospitality Management, 2019

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Abstract Applying social identity theory, this study investigates the relationship between negative workplace gossip and hospitality employee service outcomes of service performance and customer-oriented organizational citizenship behavior (OCB) by examining organizational identification as a mediator and hostile attribution bias as a moderator. The results from a survey of 574 supervisor–subordinate dyads in 10 Chinese hotels indicate that negative workplace gossip impairs hospitality employees’ service performance and customer-oriented OCB through undermining their organizational identification. Moreover, hostile attribution bias exaggerates the direct impact of negative workplace gossip on organizational identification and the indirect impacts of negative workplace gossip on the two service outcomes via organizational identification. The theoretical and managerial implications are discussed.

Subfields: Experimental and Cognitive Psychology, Safety Research, Sociology and Political Science

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