The Roles of Workplace Friendship and Supervisory Interactional Justice in the Relationship between Workplace Envy and Service Outcomes. Issue 1 (3rd April 2021)

• Record Type: Journal Article
• Authors: Randhawa, Praneet; Lee, Hannah S.
• Is Part Of: Services marketing quarterly. Volume 42:Issue 1/2(2021)
• Page Start: 20
• Page End: 37
• Publication Date: 2021-04-03
• Subjects: Workplace friendship -- workplace envy -- service delivery -- service sweethearting -- supervisor interactional justice; Marketing -- Periodicals; Service industries -- Periodicals; 658.8
• DOI: 10.1080/15332969.2020.1830639
• Languages: English
• ISSNs: 1533-2969

Abstract

Abstract: Relationships with colleagues and supervisor are crucial and complex, impacting the service delivery environment and various other behaviors. In this study, we examine how the relationship between workplace envy and service outcomes is impacted by workplace friendship and supervisor interactional justice. Specifically, results from a survey of 220 frontline employees show that workplace friendship can help maintain the service delivery of the frontline employees when they experience workplace envy whereas supervisor interactional justice does not reduce the effect of employee envy on their performance.