Paranoid personality and frontline employee’s proactive work behaviours: a moderated mediation model of empathetic leadership and perceived psychological safety
02 Dec 2020-Journal of Service Theory and Practice (Emerald Publishing Limited)-Vol. 31, Iss: 1, pp 113-135
TL;DR: In this paper, the authors consider paranoia as a dark personality trait and propose that it negatively relates to perceived psychological safety and indirectly affects frontline employees' willingness to report customer complaints as well as their extra-role customer service.
Abstract: This study expands on research related to the dark side of personality traits by examining how individual dark personality affects proactive work behaviours. Specifically, the authors consider paranoia as a dark personality trait and propose that it negatively relates to perceived psychological safety and indirectly affects frontline employees' (FLEs) willingness to report customer complaints as well as their extra-role customer service. The authors also posit that empathetic leadership is a focal, contextual factor that mitigates the impact of paranoia on perceived psychological safety and, consequently, the willingness to report customer complaints and engage in extra-role customer service behaviour.,The model was tested on a sample of 252 FLEs using process macro (Hayes, 2017) and AMOS. Data were collected from FLEs working in different hospitality organisations using a time-lagged design; supervisor-rated employee extra-role customer service was also measured.,The authors found that FLEs with a paranoid personality trait had a lesser sense of psychological safety at work, which reduced their willingness to engage in proactive work behaviours. However, this negative effect was mitigated by the presence of an empathetic leader.,The results are important because research has yet to determine which actions managers should take to counter the negative effects of dark personalities in the workplace.
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01 Jan 2015
TL;DR: In this paper, the authors investigated differences in "dark side" traits between those in the public and private sectors, as well as between managers in three distinct industries: finance, insurance, and emergency services.
Abstract: © 2012 International Association of Applied Psychology.This study investigates differences in "dark side" traits between those in the public and private sectors, as well as between managers in three distinct industries. In all, 5,693 British adults were tested, roughly half of whom clearly worked in public sector jobs and half in the private sector. We also tested three groups of people (total 1,102) working in very different sectors: finance, insurance, and emergency services. They all completed the Hogan Development Survey (HDS; Hogan & Hogan, 1997), which is a measure of dysfunctional personality styles or potential management derailers. It has 11 dimensions and three higher order factors. Multivariate and univariate analyses of co-variance (controlling for sex, age, and social desirability) and logistic regressions showed many significant differences, with private sector employees scoring higher on the factor Moving Against/Cluster B and lower on the factor Moving Away/Cluster A. The analysis of the three groups showed that those in the emergency services differed on most traits while Finance and Insurance industry personnel were very similar.
44 citations
TL;DR: In this paper , the mediating effect of work engagement on the relationship between managerial job crafting and work engagement was investigated in a survey with 235 franchised restaurant managers in South Korea.
Abstract: PurposeThis study aims to explore how and when managers' job crafting contributes to their service performance. The first objective of the research was to assess the mediating relationship between franchised restaurant managers' job crafting, work engagement and service performance. Its second objective was to examine the moderating effect of organizational control systems on the job crafting–work engagement relationship.Design/methodology/approachThe authors administered paper-and-pencil surveys to 235 franchised restaurant managers in South Korea. The authors tested their hypotheses via Process 3.5 macro and bootstrapping.FindingsThe results confirmed the mediating effect of work engagement on the relationship between job crafting and work engagement. Furthermore, this relationship was more pronounced when the headquarters used a high level of outcome-based control systems and a low level of behavior-based control systems.Originality/valueDistinct from studies that have examined service employees' job crafting, this study uncovers the role of managerial job crafting in service performance. The findings contribute to service theory and practice by providing novel insights into the interplay between managerial job crafting and organizational control systems.
7 citations
TL;DR: A review of contemporary psychological safety research by describing its various content areas, assessing what has been learned in recent years, and suggesting directions for future research can be found in this paper , where four dominant themes relating to psychological safety: getting things done, learning behaviors, improving the work experience, and leadership.
Abstract: Since its renaissance in the 1990s, psychological safety research has flourished—a boom motivated by recognition of the challenge of navigating uncertainty and change. Today, its theoretical and practical significance is amplified by the increasingly complex and interdependent nature of the work in organizations. Conceptual and empirical research on psychological safety—a state of reduced interpersonal risk—is thus timely, relevant, and extensive. In this article, we review contemporary psychological safety research by describing its various content areas, assessing what has been learned in recent years, and suggesting directions for future research. We identify four dominant themes relating to psychological safety: getting things done, learning behaviors, improving the work experience, and leadership. Overall, psychological safety plays important roles in enabling organizations to learn and perform in dynamic environments, becoming particularly relevant in a world altered by a global pandemic. Expected final online publication date for the Annual Review of Organizational Psychology and Organizational Behavior, Volume 10 is January 2023. Please see http://www.annualreviews.org/page/journal/pubdates for revised estimates.
4 citations
TL;DR: In this paper , a moderated-mediation model of the effect of competitive psychological climate on organizational citizenship behavior (toward co-workers and customers) through the mediation of jealousy by drawing on social comparison theory was proposed.
4 citations
TL;DR: Based on time-lagged data focusing on frontline employees (N=285) operating in five-star hotels in the United Arab Emirates (UAE), the authors examined the individual and combined effects of empowerment, jo...
Abstract: Based on time-lagged data focusing on frontline employees (N=285) operating in five-star hotels in the United Arab Emirates (UAE), we examined the individual and combined effects of empowerment, jo...
4 citations
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