How Display Rules Influence Turnover in Healthcare Teams and the Moderating Role of Team Negative Affective Tone

Author:

Nguyen Helena1ORCID,Groth Markus2ORCID,Johnson Anya1

Affiliation:

1. Discipline of Work and Organisational Studies, University of Sydney Business School, NSW, Australia

2. UNSW Business School, UNSW Sydney, Australia

Abstract

Team display rules are expressive norms shared by team members about how to positively impact a customer's perception of service quality and satisfaction. For frontline employees' working in teams, however, the costs and benefits of team display rules are less clear as empirical links to objective, behavioral outcomes, such as turnover, are rare. In a study of 442 healthcare professionals, working within 72 teams in a large children’s hospital, we investigate the effects of positive team display rules (i.e., shared expectations among team members to express positive emotions) and negative team display rules (i.e., shared expectations among team members to suppress negative emotions) on time-lagged objective voluntary turnover. We found that positive team display rules prompted retention, while negative team display rules reduced psychological attachment (i.e., affective commitment) and increased voluntary turnover 12 months later. Team negative affective tone (i.e., negative emotions associated with different healthcare team contexts) amplified the detrimental effects of negative team display rules. Overall, this study highlights the important and nuanced effects of the socioemotional context of service teams, in particular, the consequential influence of team display rules on FLEs turnover behavior in a critical service context, that is, healthcare.

Funder

ARC Linkage Grant

Publisher

SAGE Publications

Subject

Organizational Behavior and Human Resource Management,Sociology and Political Science,Information Systems

Cited by 2 articles. 订阅此论文施引文献 订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献

1. Talent Management in the Digital Age;Advances in Human Resources Management and Organizational Development;2024-07-10

2. An organizational behavior/human resource management perspective on the roles of people in a service organization context: frameworks and themes;Journal of Service Management;2024-01-08

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