Workplace ostracism and service-oriented behaviour: employees' workload and emotional energy

• Published in: Management Decision
• Main Author: Rabiul M.K.; Alam M.M.; Karim R.A.
• Format: Article
• Language: English
• Published: Emerald Publishing 2024
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85178481912&doi=10.1108%2fMD-07-2023-1299&partnerID=40&md5=09c26281a82df3d54c72214258f8c069

Purpose: Using conservation of resources (CoR) theory, this study investigates the role of emotional energy as a mediating mechanism in the relationship between workplace ostracism and employees' service-oriented behaviour, as well as the moderating result of workload on the relationship between emotional energy and service-oriented behaviour. Design/methodology/approach: The opinions of 554 customer-contact employees working in Bangladesh are collected via convenience sampling. Partial least squares structural equation modelling is performed to test the model. Findings: Workplace ostracism and emotional energy are negatively related. Emotional energy is positively associated with service-oriented behaviour and mediates the link between ostracism and service-oriented behaviour. Workload significantly and negatively moderates the association between emotional energy and service-oriented behaviour. Practical implications: Hoteliers need to improve employees' emotional energy, distribute workload appropriately and fairly and implement effective strategies to minimise workplace ostracism. Originality/value: The findings contribute to the CoR theory by explaining the mediating role of emotional energy and moderating role of workload in the Bangladeshi hospitality industry. © 2023, Emerald Publishing Limited.