Show simple item record

dc.contributor.authorMuhammad Kashif
dc.contributor.authorMerve Yanar Gürce
dc.contributor.authorTosun, Petek
dc.contributor.authorShanika Wijenayake
dc.date.accessioned2020-07-29T07:29:11Z
dc.date.available2020-07-29T07:29:11Z
dc.date.issued2020en_US
dc.identifier.citationKashif, 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/10.1080/15332969.2020.1786247en_US
dc.identifier.issn1533-2969
dc.identifier.issn1533-2977
dc.identifier.urihttps://doi.org/10.1080/15332969.2020.1786247
dc.identifier.urihttps://hdl.handle.net/20.500.11779/1342
dc.description.abstractThis 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.en_US
dc.language.isoengen_US
dc.publisherTaylor & Francisen_US
dc.relation.ispartofServices Marketing Quarterlyen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectAbusive supervisionen_US
dc.subjectCustomer mistreatmenten_US
dc.subjectAngeren_US
dc.subjectSelf-controlen_US
dc.titleSupervisor and customer-driven stressors to predict silence and voice motives: mediating and moderating roles of anger and self-controlen_US
dc.typearticleen_US
dc.departmentİİSBF, İşletme Bölümüen_US
dc.authoridPetek Tosun / 0000-0002-9228-8907en_US
dc.identifier.startpage1en_US
dc.identifier.endpage14en_US
dc.relation.publicationcategoryMakale - Uluslararası - Editör Denetimli Dergi - Başka Kurum Yazarıen_US
dc.description.scopusid2-s2.0-85087812813en_US
dc.contributor.institutionauthorTosun, Petek
dc.contributor.institutionauthorTosun, Petek
dc.identifier.doi10.1080/15332969.2020.1786247en_US
dc.identifier.scopusqualityQ3en_US


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record