Do self-monitors experience less emotional exhaustion? Testing the role of supervisor-rated performance and perceived competitive climate. Issue 5 (3rd June 2021)

• Record Type: Journal Article
• Authors: Quratulain, Samina; Ejaz, Aqsa; Khan, Abdul Karim
• Is Part Of: Journal of service theory and practice. Volume 31:Issue 5(2021)
• Page Start: 738
• Page End: 755
• Publication Date: 2021-06-03
• Subjects: Emotional exhaustion -- Self-monitoring -- Supervisor-rated performance -- Perceived competitive climate -- Conservation of resources theory; Service industries -- Management -- Periodicals; Service industries -- Marketing -- Periodicals; Service industries -- Quality control -- Periodicals; 338.4700068
• DOI: 10.1108/JSTP-12-2020-0305
• Languages: English
• ISSNs: 2055-6225

Abstract

Abstract : Purpose: The purpose of this research is to examine frontline employees' self-monitoring personality as an antecedent of their emotional exhaustion and how supervisor-rated performance mediates this relationship. In addition, the authors explored the moderating role of perceived competitive climate on the indirect relationship between self-monitoring and emotional exhaustion. Design/methodology/approach: Two hundred and thirty-seven frontline employees and their immediate supervisors working in hospitality organizations responded to the survey using time lagged research design. Measurement model was tested using confirmatory factor analysis to assess the distinctiveness of study constructs, and proposed moderated mediation model was tested using Process macro. Findings: Results show that high self-monitoring leads to high supervisor-rated performance, and this relationship is stronger in highly competitive work climate. The supervisor-rated performance was negatively related to emotional exhaustion. Originality/value: This study is the first to examine the interaction effects of self-monitoring and perceived competitive climate on frontline employees' performance and emotional exhaustion, particularly in the frontline jobs. Supervisor-rated performance has not been previously theorized or researched as an underlying mechanism of the effect of self-monitoring on emotional exhaustion.