Two Cooks Spoil the Broth: Destructive Outcomes of Supervisor and Customer Mistreatment in Mediating-Moderating Roles of Anger and Self-Control in an Indonesian Context

Abstract

Drawing on social exchange theory (SET), this study aims to investigate communicative deviance among Indonesian employees because of supervisor and customer mistreatment. We question whether anger mediates the relationship between mistreatment and deviant silence while self-control moderates promotive voice? In this regard, a survey among 1652 frontline service employees working in 60 Indonesian cities reveals perceptions of abusive supervision arouse negative emotions of anger among Indonesian frontliners. Stronger support for self-control as a moderator is found. Practically, there is a need to revisit goal orientation at work. This research is unique in conceptualizing a holistic view of mistreatment and its negative consequences.