Abusive supervision, supervisor undermining, and turnover intentions: mediation of quiescent silence and desire to seek revenge among Thai banking frontliners

• Published in: Management research news 2022-10, Vol.45 (11), p.1479-1502
• Main Authors: Afshan, Gul, Kashif, Muhammad, Sattayawaksakul, Damrong, Cheewaprakobkit, Pimpa, Wijenayake, Shanika
• Format: Article
• Language: English
• Subjects: Aggressiveness; Competitive advantage; Customer services; Employee turnover; Employment; Investigations; Leadership; Organizational behavior; Power; Quality of service; Social exchange theory; Supervision; Supervisors
• ISSN: 2040-8269; 2040-8277; 2040-8269
• DOI: 10.1108/MRR-03-2021-0240

Purpose Drawing on the social exchange theory, this study aims to investigate the destructive impact of abusive supervision and supervisor undermining on quiescent silence and turnover intentions among frontline employees. Whether quiescent silence and the desire to seek revenge mediate the path from aggressive supervisory behaviors to turnover intentions is explored. Design/methodology/approach Following a time-lagged design, the authors collected data from 350 frontline banking officers in Thailand by a survey. For data analysis purposes, structural equation modeling procedures are used through Smart partial least square version 3.2.0. Findings Uniquely, findings suggest that abusive supervision does not result in any form of retaliation. Supervisor undermining has a trickle-down effect on the desire to revenge, quiescent silence and turnover intentions. For supervisor undermining, the direct path, as well as mediating roles are supported by data. Practical implications The findings of this study suggests organizational systems should discourage supervisors from undermining the subordinates. There is a need to offer regular training to supervisors. Furthermore, employees should be provided some platforms and the freedom to positively speak at work. Above all, supervisors should be more inspiring which can dilute negative perceptions of abuse. Originality/value The proposed mediation of desire to revenge and quiescent silence is unique to this study. Moreover, the challenge to the traditional trickle-down effects of abusive supervision is a unique intervention in the organizational behavior literature.