Nai-Wen Chi

Nai-Wen Chi
National Sun Yat-sen University | NSYSU · Institution of Human Resource Management

Doctor of Philosophy

About

76
Publications
57,775
Reads
How we measure 'reads'
A 'read' is counted each time someone views a publication summary (such as the title, abstract, and list of authors), clicks on a figure, or views or downloads the full-text. Learn more
2,907
Citations
Introduction
Nai-Wen Chi currently works at the Institution of Human Resource Management, National Sun Yat-sen University. Nai-Wen does research in OB and HRM. Their most recent publication is 'Is Support Always Good? Exploring whether Supervisory Support Enhances or Attenuates the Beneficial Effect of Positive Group Affective Tone on Team and Individual Creativity'.
Additional affiliations
February 2017 - July 2017
National Sun Yat-sen University
Position
  • Professor (Full)
Education
September 2005 - July 2009
Department of Business Administration, National Chengchi University
Field of study
  • Organizational behavior and human resource management

Publications

Publications (76)
Article
Full-text available
Previous research has highlighted the benefits followers gain from their leaders’ initiating structure and consideration. Adopting a leader-centric perspective, we propose that leaders’ gender influences the impact of these behaviors for leaders themselves. Drawing from conservation of resources and gender role theories, we explain why gender-role-...
Article
In service work, emotional labor is primarily performed by surface acting (modifying expressions) and deep acting (modifying moods). Deep acting is clearly more effective for performance and less costly to health, raising the question—why do employees use the less effective strategy of surface acting? Conservation of resources theory suggests that...
Article
Compulsory citizenship behaviour (CCB) refers to extra‐role behaviours that are not necessarily voluntary or driven by goodwill, and are often conducted under duress or performed in response to supervisor or coworker pressure. The literature is currently unclear about whether these behaviours have negative, positive, or a nuanced combination of out...
Article
Decades of research have shown that abusive supervision hurts employees' well‐being. However, little is known about whether employees can recover from abuse during their leisure time. Building on the perspective of recovery paradox and the conservation of resources (COR) theory, we theorize that as an intense social stressor, daily abusive supervis...
Article
Drawing on the justice- and resource-based perspectives, we designed two complementary studies to predict the detrimental effects of customer mistreatment on service failure and sabotage and to prescribe solutions (i.e., service recovery behaviors) to mitigate these effects. In Study 1, we employed a room reservation simulation to demonstrate the c...
Article
Although the benefits of proactive helping (i.e., providing help without being asked) are recognized in the organizations, employees who proactively help others may not always engage in proactive helping in the future. To address this issue, we employed self-determination theory to explain why and when proactive helping promotes or inhibits subsequ...
Article
Full-text available
How do leaders lead in a complex environment? Leaders often rely on help from others. However, not all help is necessarily beneficial to leaders, especially when it is offered without being asked (i.e., proactive helping). Unfortunately, theory to date has failed to understand the consequences associated with leaders’ receipt of proactive helping a...
Article
Recent studies have attempted to clarify the detrimental consequences of compulsory citizenship behaviors (CCB; employees are pressured or forced to engage in extra-role activities). Based on the retributive justice and impression management perspectives, we simultaneously examine potentially harmful outcomes (i.e., destructive voice, DSV) and cons...
Article
Full-text available
Prior research on the effects of personality on depression has focused heavily on the Five Factor Model (FFM). However, the FFM has recently been criticized for that it does not capture the “dark side” of personality. To address this research gap, a field study consisting of two waves of survey was conducted to explore the relationships between the...
Article
Full-text available
The present study is designed to clarify when coworkers’ negative emotional expressions lead to prohibitive voice or interpersonal deviance, as well as the mechanisms that explain these associations. We collected data from 60 employees and their coworkers across 10 working days (resulting in 588 paired surveys). The results show that: (1) when empl...
Article
Purpose Based on the service-profit chain perspective, this study investigates whether service-oriented human resource practices can enhance customer outcomes through motivational mechanisms (i.e. intrinsic/extrinsic satisfaction) as well as emotional mechanisms (i.e. emotional labor strategies). Design/methodology/approach This study collected pa...
Article
Full-text available
Although previous studies have found that positive group affective tone is generally good for team creativity, the reported effects of negative group affective tone (NGAT) are mixed. Drawing on the team goal orientation composition literature, we propose that team trait learning goal orientation (TTLGO; aggregated level of team members’ trait learn...
Article
Full-text available
Drawing on the social categorization perspective, we theorized that team demographic faultlines increase negative group affective tone (NGAT) through reduced group identification, while team member positive impression management behaviors enhance positive group affective tone (PGAT) via enhanced group identification. Data were collected from 523 me...
Article
Full-text available
Although recent studies have attempted to clarify the daily dynamics between moods and creativity, relatively limited studies have explored how daily positive and negative activating moods influence changes in daily creativity (i.e., controlling for the effects of prior daily creativity) in real organizations. Furthermore, although the importance o...
Article
Despite intensive research on perceived overqualification, empirical evidence on overqualified employees’ job search behavior remains relatively insufficient. Notably, no studies have explored the possible link between perceived overqualification and internal job searching behaviors. In the present study, we consider whether —and more importantly w...
Article
The advancement of technology has led to an increasingly permeable boundary between work and off-work time. As such, employees may face pressure to immediately respond to work-related information and communication technology (ICT) messages during off-work time. This study examines the mediating role of workplace telepressure on the relationships be...
Article
Full-text available
Emotional labor, or regulating emotions as part of one's work role, is needed for performance yet may come with far-reaching costs to employee health and performance. Based on ego depletion theorizing, we propose that on days employees perform more surface acting (i.e., faking positive and hiding negative emotional expressions), they will consume m...
Article
Full-text available
Researchers of person–job (P‐J) misfit have suggested that newcomers who “misfit” with their job often perform poorly and eventually leave the organization. However, no known studies have examined ways to alleviate the negative impacts of newcomers’ P‐J misfit. Based on the theory of work adjustment and the spillover model of person–environment fit...
Article
Full-text available
Service organizations encourage employees to express positive emotions in service encounters, in the hope that customers “catch” these emotions and react positively. Yet customer and employee emotions could be mutually influential. To understand emotional exchanges in service encounters and their influences on customer outcomes, the current study m...
Article
Full-text available
Grounded on the Job Demands–Resources model, the present study conducted 2 studies to test a multilevel model of work engagement. Using data from 606 leader–employee pairs taken from 40 gas stations of a petroleum company, and a 3-wave data from 145 service teams and 542 leader–employee pairs from a variety of service organizations, convergent evid...
Article
Full-text available
Based on the trickle-down model, the present study simultaneously examined how transformational leadership and abusive supervision influence employees’ proactive customer service performance and service sabotage through employees’ emotional labor strategies toward customers. Moreover, this study examines whether perceived supervisor power can activ...
Article
Full-text available
Retaining newcomers and enhancing their service performance are critical issues for the human resource management and hospitality management fields. However, newcomers have just begun to learn the organizational display rules and often encounter more emotional problems than veteran employees. Thus, how organizations help the newcomers to manage the...
Article
Full-text available
Drawing on the stressor-emotion model, we examine how customer mistreatment can evoke service workers' passive forms of deviant behaviors (i.e., work withdrawal behavior [WWB]) and negative impacts on their home life (i.e., work-family conflict [WFC]), and whether individuals' core self-evaluations and customer service training can buffer the negat...
Article
When service providers regulate their moods and expressions (i.e., deep acting and surface acting), are they better performers? Drawing on the framework of activation-inhibition regulatory systems and regulatory fit, we propose (a) that deep acting represents an activation-oriented regulation strategy and surface acting, an inhibition-oriented regu...
Article
Based on the Task-Relationship-Self (T-R-S) framework of service behaviors, we examined whether service sweethearting behaviors and customer orientation behaviors interact with emotional labor strategies in enhancing long-term customer relationships (i.e., customer intentions to build long-term relationships and customer loyalty). We collected data...
Article
Based on the perspective of stressor-emotion model, we examined the relationships between service workers daily negative moods, service sabotage, and objective task performance. In addition, we also examined the moderating effects of personal controls (i.e., conscientiousness and emotional stability) as well as the situational control (perceived or...
Article
Full-text available
Emotional expression plays an important role in our social lives. This is especially true for leaders, who hold greater power as compared with their followers. Based on the Emotions as Social Information (EASI) model, we explore the effectiveness of leaders’ negative emotional expression on follower performance by examining the moderating effects o...
Article
Full-text available
Extending previous research on transformational leadership (TFL), the present study explores the mechanisms that explain the relationship between TFL and team performance. Drawing on the three-stage model of TFL (Conger & Kanungo, 1998), we theorize that TFL predicts high levels of team performance through shaping team goal orientation and group af...
Article
Full-text available
Emotional expression has played an important role in our social life. This is especially true for leaders who have unequal power during the interaction with followers. According to the EASI model, we explored when leaders' negative emotional expression would be effective for follower performance by examining the moderating effects of follower consc...
Article
The implementation of intern program is very important and beneficial for the hospitality industry. However, hotels often ask hospitality interns to engage in high levels of emotional labor but they often receive lower compensation than formal employees, which might influence interns' motivation for service performance. In the present study, we rec...
Article
The present study is designed to investigate how emotional labor (EL) predicts both positive and negative aspects of service performance (i.e., customer-rated affective delivery and service sabotage) and the mechanisms and boundary conditions of EL-service performance relationship. Based on the emotional contagion and the resource depletion perspec...
Article
Full-text available
Does satisfaction from performing emotional labor (EL)—maintaining positive emotions with customers as part of the job—depend on the financial rewards available for good service? According to a “controlling perspective” of rewards, satisfaction from performing EL may be undermined by financial incentives, but based on a “valuing perspective” of rew...
Article
Full-text available
In the service industries, customer negative events towards a service provider, such as unreasonable demands or low-quality interpersonal treatment, might trigger service sabotage behaviours by the employee in response. Mitigating the problems associated with customer negative events is therefore an important issue for both practitioners and resear...
Article
Reports an error in "Want a tip? Service performance as a function of emotion regulation and extraversion" by Nai-Wen Chi, Alicia A. Grandey, Jennifer A. Diamond and Kathleen Royer Krimmel (Journal of Applied Psychology, 2011[Nov], Vol 96[6], 1337-1346). In this article the affiliation of Nai-Wen Chi was listed incorrectly in the author note. The c...
Article
Full-text available
Drawing on multiple group-level theories, we explored boundary conditions of the relationship between positive group affective tone (PGAT) and team creativity. We collected data from members and leaders of 68 research and development teams and performed hierarchical linear modeling analyses to test our hypotheses. Consistent with the “group-centris...
Article
Full-text available
Purpose This study explores whether follower perceived need-supply (N-S) job fit, demand-ability (D-A) job fit, and person-organization (P-O) fit mediate the relationships between individual-level, unit-level transformational leadership (TFL), and follower task performance. Design/Methodology/Approach Data were collected from multiple sources, comp...
Article
Full-text available
In this study, we explore the potential downside of the ‘high‐performance’ paradigm by examining the curvilinear relationship between high‐performance work systems (HPWS) and organizational performance and the moderating effects of the industry type. Using data from Taiwanese manufacturing firms, we find an inverted‐U pattern between HPWS and organ...
Article
Full-text available
Extending previous research regarding the relationship between leader positive moods and team performance, the present study examined 2 mediating mechanisms that explain the leader positive moods–team performance linkage: transformational leadership, and positive group affective tone. Data were collected from 85 sales teams (85 team leaders, 365 te...
Article
Full-text available
Surface acting and deep acting with customers are strategies for service performance, but evidence for their effectiveness is limited and mixed. We propose that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion. In Study 1, restaurant servers who te...
Article
Full-text available
The résumé is the most commonly used selection tool for organisations. Past studies have demonstrated that recruiter hiring recommendations can be predicted based on the content of applicant résumés. However, the mechanisms underlying the links between résumé contents and hiring recommendations remain unclear. The present study extends previous res...
Article
Full-text available
Extending previous research on formal ownership and psychological ownership in organizations, this study simultaneously examines the relationships between employee participation in three formal ownership programmes (i.e. profit sharing, participation in decision making, access to business information) and psychological ownership for the organizatio...
Article
Full-text available
Previous studies have documented inconsistent results in terms of the relationship between knowledge workers' perceived training investment and their turnover intentions. In order to clarify the inconsistencies, the present study extends previous research by exploring the moderating roles of perceived demand-ability (D-A) job fit and person-organis...
Article
Full-text available
Purpose The aim of this study is to test whether store-level transformational leadership influences service employees’ customer orientation via two different mechanisms—supervisor support and coworker support—and whether customer orientation leads to favorable customer-perceived employee service performance. Design/Methodology/Approach Data were co...
Article
Full-text available
Although team diversity facilitates team innovation, research on the relationship between organizational tenure diversity and team innovation has produced mixed findings. To reconcile these inconsistent past findings, the present study is designed to investigate the possible curvilinear relationship between organizational tenure diversity and team...
Article
Full-text available
Purpose The purpose of this study is to explore the relationships between perceived coworker loafing and counterproductive work behaviors toward the organization (CWB-O) and toward the coworkers (CWB-I). Design/Methodology/Approach Data were collected from 184 supervisor–employee pairs from multiple sources (i.e., self-rated and supervisor-rated)....
Article
Full-text available
This study explores relationships between small- and medium-sized enterprises (SMEs) foreign direct investment (FDI), FDI-related training programs and organizational performance. To determine if the implementation of training programs mediate the relationship between FDI and SME performance, and if the alignment between training needs and training...
Article
Full-text available
This study explored the relationship between three-component organizational/occupational commitment and organizational/occupational turnover intention, and the reciprocal relationship between organizational and occupational turnover intention with a non-recursive model in collectivist cultural settings. We selected 177 nursing staffs out of 30 hosp...
Article
Full-text available
This study explores the consistency between human resource (HR) managers' roles and HR performance indicators. In particular it considers the moderating effects of interpersonal trust on the relationship between HR managers' roles and HR performance indicators. We selected 116 HR managers from the top 500 manufacturing companies in Taiwan as our sa...

Network

Cited By