Publication Date
2024
Document Type
Dissertation/Thesis
First Advisor
Finkelstein, Lisa M.
Degree Name
M.A. (Master of Arts)
Legacy Department
Department of Psychology
Abstract
Service occupations are often characterized by employees’ frequent interpersonal contact with customers and other employees. This study investigates the directional effect of self-esteem on two service-specific ‘feedback’ constructs—occupation-based metaperceptions and coworker support. Applying a self-verification perspective, this study tests a framework that aims to address questions on why individuals may respond more negatively or favorably to forms of feedback characteristic of their occupation. Results from my study (N = 385) provide mixed support for the self-verification perspective, identifying a marginally significant negative moderation effect of self-esteem on the relationship between occupation-based metaperceptions and work meaningfulness. A significant moderation effect opposite to the hypothesized relationship was found, indicating a positive moderation effect of self-esteem on the negative relationship between occupation-based metaperceptions and work engagement. Results supported the hypothesized relationship identifying self-esteem as having a negative moderating effect on the relation between coworker support and emotional exhaustion. My findings also provide support for coworker support as a buffer on the positive relationship between occupation-based metaperceptions and emotional exhaustion. In total, this study contributes to research on self-verification theory by identifying a novel construct—occupation-based metaperceptions—as a ‘feedback’ variable within the self-verification framework. My work additionally contributes to the service literature by identifying coworker support as a resource that can alleviate the damaging effects of occupation-based metaperceptions on service employees’ well-being, illuminating avenues for future research on interventions to preserve the well-being of service employees.
Recommended Citation
Smith, Nicholas A., "Service Employees' Occupation-Based Metaperceptions and Coworker Support: A Self-Verification Perspective" (2024). Graduate Research Theses & Dissertations. 7929.
https://huskiecommons.lib.niu.edu/allgraduate-thesesdissertations/7929
Extent
90 pages
Language
en
Publisher
Northern Illinois University
Rights Statement
In Copyright
Rights Statement 2
NIU theses are protected by copyright. They may be viewed from Huskie Commons for any purpose, but reproduction or distribution in any format is prohibited without the written permission of the authors.
Media Type
Text
