Negative workplace gossip : Its impact on customer service performance and moderating roles of trait mindfulness and forgiveness

Journal article


Babalola, Mayowa T., Ren, Shuang, Kobinah, Thomas, Qu, Yuanmei Elly, Garba, Omale A. and Guo, Liang. (2019). Negative workplace gossip : Its impact on customer service performance and moderating roles of trait mindfulness and forgiveness. International Journal of Hospitality Management. 80, pp. 136-143. https://doi.org/10.1016/j.ijhm.2019.02.007
AuthorsBabalola, Mayowa T., Ren, Shuang, Kobinah, Thomas, Qu, Yuanmei Elly, Garba, Omale A. and Guo, Liang
Abstract

This study investigates why and when perceived negative workplace gossip inhibits targets’ in-role performance in the context of service. Relying on affective events theory, we argue that perceived negative workplace gossip inhibits targets’ customer service performance by eliciting negative mood. Furthermore, we argue that this mediating process is moderated by targets’ trait mindfulness and forgiveness. Specifically, we suggest that target employees who are lower (versus higher) in trait mindfulness are more likely to experience negative mood. In turn, the negative mood only inhibits customer service performance among those who have lower (versus higher) tendency to forgive. Results from a multi-wave, multisource field study provide support for our hypotheses, even while controlling for targets’ emotional exhaustion as an alternative pathway. These findings support the affective events perspective to understand negative workplace gossip and provide a more nuanced view on its consequences.

Keywordsnegative workplace gossip; negative mood; trait mindfulness; trait forgiveness; customer service performance
Year2019
JournalInternational Journal of Hospitality Management
Journal citation80, pp. 136-143
PublisherPergamon Press
ISSN0278-4319
Digital Object Identifier (DOI)https://doi.org/10.1016/j.ijhm.2019.02.007
Scopus EID2-s2.0-85061619387
Research or scholarlyResearch
Page range136-143
Publisher's version
License
All rights reserved
File Access Level
Controlled
Output statusPublished
Publication dates
Online18 Feb 2019
Publication process dates
Accepted13 Feb 2019
Deposited13 Jan 2022
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