Supervisor and customer-driven stressors to predict silence and voice motives: mediating and moderating roles of anger and self-control
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KünyeKashif, M., Gürce, M. Y., Tosun, P., & Wijenayake, S. (July 09, 2020). Supervisor and Customer-Driven Stressors to Predict Silence and Voice Motives: Mediating and Moderating Roles of Anger and Self-Control. Services Marketing Quarterly, 1-14. DOI : https://doi.org/10.1080/15332969.2020.1786247
This study aims to investigate communicative deviance among front line employees (FLEs) as a consequence of supervisor and customer mistreatment. The emotion of anger as a mediator while self-control as a moderator is positioned to buffer the customer and supervisor aggression–>communicative deviance. The survey-based data from 284 Turkish FLEs demonstrate that abusive supervision triggers negative emotion of anger, resulting in deviant silence. A stronger support for self- control as a moderator to buffer the anger–deviant silence relationship is also found. The study uniquely integrates human emotions to investigate destructive work behaviors in a service context.