How does leaders’ narcissistic rivalry impact employees’ service outcomes in the hospitality industry? A conservation of resources perspective

Abstract

Purpose

This study examines how leaders’ narcissistic rivalry (LNR) affects the in-role performance (IRP) and proactive customer service performance (PCSP) of employees in the hospitality industry. Specifically, this study investigates the mediating role of psychological distress and the moderating role of locus of control (LOC) in the aforementioned relationships.

Design/methodology/approach

This study administered a multi-wave, multi-source questionnaire survey with 323 employees working in 11 full-service hotels in China. Statistical analyses were performed using the PROCESS macro in SPSS 26 software and structural equation modeling using Mplus 8.3 software.

Findings

The authors' results suggest that LNR can negatively affect hospitality employees’ IRP and PCSP and that these relationships are mediated by psychological distress. Additionally, the impact of LNR on psychological distress can be lessened by internal LOC.

Originality/value

This study contributes to the literature on leader narcissism by investigating how LNR affects IRP and PCSP among hospitality employees. Drawing on conservation of resources theory, this study also identifies a novel mediating mechanism (psychological distress) connecting LNR to hospitality employees’ service outcomes. Furthermore, this study reveals the moderating role of LOC in the relationship between LNR and psychological distress.

Citation

Li, K., Sun, X. and Cheng, J. (2024), "How does leaders’ narcissistic rivalry impact employees’ service outcomes in the hospitality industry? A conservation of resources perspective", Kybernetes, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/K-05-2023-0841