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The impact of workplace ostracism in service organizations

Research highlights ► Drawing on COR theory, this study examines the effects of personal and situational determinants on work engagement and service performance. ► Workplace ostracism is negatively related to service performance. ► Workplace ostracism negatively impacts service performance via work engagement. ► Neuroticism strengthens workplace ostracism's direct effect on work engagement and indirect effect on service performance. ► Highly neurotic individuals are more likely to perceive that they are victims of workplace ostracism. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Hospitality Management Elsevier
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