Gossip as a devil’s radio: negative workplace gossip and pro-social service behavior in a mediated moderation of shame and emotional resilience

Purpose Drawing on the affective event theory, this study investigates the pro-social service behaviors (PSBs) of banking employees because of perceived negative workplace gossip (PNWG) in a mediated-moderated role of shame and emotional resilience (ER). Design/methodology/approach In a two-wave study, data is collected from 286 frontline employees working in the banking sector of Pakistan. Structural equation modeling (SEM) procedures are employed to perform data analysis. Findings Results reveal that shame partially mediates the relationship between PNWG and PSBs, while ER moderates the shame -- > PSBs path. Moreover, we found strong support for mediated moderation. Practical implications A culture that optimizes formal and informal lines of communication among employees and their supervisors, taking measures to strengthen employee ER is important. Moreover, managers should be more conscious about informal means of communication. There should be a mechanism to seek feedback, while unnecessary informal feedback, which can ignite negative gossip about colleagues, should be avoided. HR managers should emphasize talking to individual employees so that the effects of negative events can be minimized. Originality/value This study extends the scope of AET by including shame as an instant while ER as a constant, more mindful emotional explanation of declining pro-social behavior among FLEs, triggered by PNWG.