Workplace ostracism and service-oriented behaviour: employees' workload and emotional energy

Purpose Using conservation of resources (CoR) theory, this study investigates the role of emotional energy as a mediating mechanism in the relationship between workplace ostracism and employees' service-oriented behaviour, as well as the moderating result of workload on the relationship between emotional energy and service-oriented behaviour. Design/methodology/approach The opinions of 554 customer-contact employees working in Bangladesh are collected via convenience sampling. Partial least squares structural equation modelling is performed to test the model. Findings Workplace ostracism and emotional energy are negatively related. Emotional energy is positively associated with service-oriented behaviour and mediates the link between ostracism and service-oriented behaviour. Workload significantly and negatively moderates the association between emotional energy and service-oriented behaviour. Practical implications Hoteliers need to improve employees' emotional energy, distribute workload appropriately and fairly and implement effective strategies to minimise workplace ostracism. Originality/value The findings contribute to the CoR theory by explaining the mediating role of emotional energy and moderating role of workload in the Bangladeshi hospitality industry.