Hongbo Li, Waqas Muhammad, Tariq Hussain, Nana Abena Atuahene Antwiwaa, Akwasi Opoku Charles, Ashraf Sheikh Farhan
School of Management, Jiangsu University, Zhenjiang, China.
NUST Business School, National University of Sciences and Technology, Islamabad, Pakistan.
Front Psychol. 2020 Sep 23;11:503153. doi: 10.3389/fpsyg.2020.503153. eCollection 2020.
Abusive supervision, defined as subordinates' perception of the extent to which supervisors engage in the sustained display of hostile verbal and non-verbal behaviors, excluding physical contact, is associated with various negative outcomes. This has made it easy for researchers to overlook the possibility that some supervisors regret their bad behavior and express remorse for their actions. Hence, we know little about how subordinates react to the perception that their supervisor is remorseful and how this perception affects the outcomes of supervisors' undesired behavior. Specifically, drawing on the social exchange theory (SET) and displace revenge literature, this study explains how abusive supervision leads to victims' service sabotage behavior. In addition, this study also investigates how perceived supervisors' remorse (PSR) mitigates the adverse effects of abusive supervision. Based on time-lagged, dyadic data (63 supervisors, 212 subordinates) from Chinese individuals, this study found support for all the proposed relationships, i.e., abusive supervision leads to service sabotage through the mediating effect of revenge desire. The findings also conclude that PSR lessens the detrimental effects of abusive supervision on victims' behavior with their customers. Finally, this research contributes to service sabotage literature by highlighting the possibility where abusive supervisors cause service sabotage behavior among victims. This study also shows the importance of PSR's role in decreasing service sabotage behavior exhibited by victims of abusive supervisors in the service sector.
辱骂性监督被定义为下属对上级持续表现出的敌意言语和非言语行为（不包括身体接触）程度的感知，它与各种负面结果相关。这使得研究人员很容易忽视这样一种可能性，即一些上级会对自己的不良行为感到后悔，并对自己的行为表示懊悔。因此，我们对下属如何应对上级感到懊悔的这种认知以及这种认知如何影响上级不良行为的结果知之甚少。具体而言，本研究借鉴社会交换理论（SET）和替代报复文献，解释了辱骂性监督如何导致受害者的服务破坏行为。此外，本研究还调查了感知到的上级懊悔（PSR）如何减轻辱骂性监督的不利影响。基于来自中国个体的时滞二元数据（63名上级，212名下属），本研究发现所有提出的关系都得到了支持，即辱骂性监督通过报复欲望的中介作用导致服务破坏。研究结果还得出结论，PSR减轻了辱骂性监督对受害者与客户互动行为的不利影响。最后，本研究通过强调辱骂性上级导致受害者出现服务破坏行为的可能性，为服务破坏文献做出了贡献。这项研究还表明了PSR在减少服务部门中辱骂性上级受害者所表现出的服务破坏行为方面的重要作用。
