Supervisor incivility and frontline employees’ performance amid the COVID-19 pandemic: A multilevel moderated mediation analysis
- Authors
- Gaan, Niharika; Shin, Yuhyung
- Issue Date
- Jul-2023
- Publisher
- Elsevier Ltd
- Keywords
- Performance; Person-job fit; Self-efficacy; Supervisor incivility
- Citation
- Journal of Retailing and Consumer Services, v.73, pp.1 - 10
- Indexed
- SSCI
SCOPUS
- Journal Title
- Journal of Retailing and Consumer Services
- Volume
- 73
- Start Page
- 1
- End Page
- 10
- URI
- https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/191576
- DOI
- 10.1016/j.jretconser.2023.103347
- ISSN
- 0969-6989
- Abstract
- Underpinned by conservation of resources (COR) theory, the study examines how supervisor incivility affects in- and extra-role performance by assessing the intermediary role of self-efficacy of frontline employees (FLEs) and moderating role of person-job fit (P-J Fit) at the store-level in the COVID-19 context. The study samples 366 FLEs from 48 retail stores in India. The findings show that the association between supervisor incivility and FLEs’ in- and extra-role performance through self-efficacy is only strong when the P-J Fit remains weak. The theoretical model backed by empirical findings provides potential value to the existing literature.
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