Young Ho Song. RESEARCH INTEREST Customer mistreatment, employee sabotage, organizational injustice, workplace incivility, and façades of conformity
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1 Young Ho Song Desautels Faculty of Management, McGill University 1001 Sherbrooke St. West, Montreal, QC, H3A 1G5, Canada Cell: (514) EDUCATION Ph.D. Candidate McGill University, Desautels Faculty of Management, Montreal, QC 2017 (expected) Organizational Behaviour and Human Resource M.I.L.R. Cornell University, School of Industrial Labor Relations, Ithaca, NY 2011 Human Resource Studies M.B.A. University of British Columbia, Sauder School of Business, Vancouver, BC 2010 Organizational Behaviour and Human Resource B.S. Yonsei University, College of Engineering, Seoul, South Korea 1999 Mechanical Engineering RESEARCH INTEREST Customer mistreatment, employee sabotage, organizational injustice, workplace incivility, and façades of conformity PEER REVIEWED PUBLICATIONS Hewlin, P. F., Kim, S. S., & Song, Y. H. (2016). Creating facades of conformity in the face of job insecurity: A study of consequences and conditions. Journal of Occupational and Organizational Psychology. 89(3), Skarlicki, D. P., van Jaarsveld, D. D., Shao, R., Song, Y. H., & Wang, M. (2016). Extending the multifoci perspective: The role of supervisor justice and moral identity in the relationship between customer justice and customer-directed sabotage. Journal of Applied Psychology, 101(1), DISSERTATION OVERVIEW Title: Three essays on customer interpersonal injustice and frontline employees corresponding attitudinal and behavioural outcomes. Abstract: Customer interpersonal injustice is a ubiquitous phenomenon that frontline employees often experience. Only a few studies, however, have explored this phenomenon. In order to explore customer interpersonal injustice and its outcomes, this study comprises three essays. Essay 1 probes the variety of employees potential reaction changes as a consequence of perceived injustice from customers; essay 2 examines diverse types of mediation effects in the relationship between customer interpersonal injustice and turnover intention; and essay 3 determines whether or not an employee s different personality traits and emotional state moderates the relationship between daily customer interpersonal injustice and employees daily customer-directed sabotage. Committee members: Dr. Patricia F. Hewlin (McGill), Dr. Robert Hebdon (McGill), and Dr. Christian Vandenberghe (HEC Montreal). 1
2 MANUSCRIPTS UNDER REVIEW Hewlin, P. F., Rosette, A.S., & Song, Y. H. The emotional aftermath of silence: Investigating consequences of silence on workplace discrimination. (First revision will be resubmitted to the Organizational Psychology Review). Song, Y. H., Shao, R., Skarlicki, D. P., & Park, J. The cost of failing to disengage: The role of psychological detachment in attenuating the relationship between customer mistreatment and customer-directed sabotage (Submitted to the Journal of Applied Psychology). RESEARCH IN PROGRESS Song, Y. H., Shao, R., Skarlicki, D. P., & Park, J. The moderating role of conscientiousness and leader-member exchange (LMX) in the relationship between daily customer mistreatment and employees daily customer-directed sabotage. (Manuscript write-up stage, Target: Personnel Psychology). Song, Y. H., Shao, R., Skarlicki, D. P., & Park, J. The moderating role of service employees conflict handling strategies in the relationship between daily customer mistreatment and employees daily performance. (Manuscript write-up stage, Target: Journal of Applied Psychology). Hewlin, P. F., & Williamson, I. O., Kim, S. S., & Song, Y. H. Religiosity and performance: The moderating role of gender and work/family support among Muslim workers in the UAE Manuscript write-up stage, Target: Journal of Business Ethics). Song, Y. H., Skarlicki, D. P., Shao, R., Ok, C. M., & Lee, M. Exploring multiple-path mediation effects in the relationship between customer mistreatment and employee sabotage: Three mediation paths and three theoretical perspectives (Data collection stage). Hewlin, P. F., Song, Y. H., Vandenberghe, C., & Park, J. Exploring the relationship between types of justice and creation of façade of conformity: The moderating role of affective, continuous and normative commitment (Data collection stage). Song, Y. H., Skarlicki, D. P., Shao, R., & Park, J. It really hurts: Exploring the seriousness of customer mistreatment and employee sabotage linkage, the moderating role of retributive and restorative justice (Data collection stage). O Reilly, J., & Song, Y. H. Exploring the consequences of customer mistreatment: Can selfaffirmation alleviate the negative impact of mistreatment? (Data collection stage). CONFERENCE PRESENTATIONS Song, Y. H. (2016, October). Serial mediation model in the relationship between customer interpersonal injustice and employee turnover intention. Paper will be presented at Southern Management Association Conference, Charlotte, NC. 2
3 CONFERENCE PRESENTATIONS (continued) Song, Y. H., Shao, R., Skarlicki, D. P., & Park, J. (2016, August). The role of conscientiousness and LMX in the customer mistreatment and employee sabotage linkage. Paper will be presented at the Academy of Management Annual Conference, Anaheim, CA. Song, Y. H., & Park, J. (2016, April). Attenuating the tit for tat effect: Cross-level moderation effects of problem-solving and core self-evaluation on the customer-employee incivility relationship. Poster presented at the Society for Industrial and Organizational Psychology Annual Conference, Anaheim, CA. Song, Y. H., Shao, R., Skarlicki, D. P., & Park, J. (2016, April). The moderating role of service employees conflict handling strategies in the relationship between daily customer mistreatment and employees daily performance. Symposium presented at the Society for Industrial and Organizational Psychology Annual Conference, Anaheim, CA. Song, Y. H. (2015, October). Personality matters in customer mistreatment and employee service sabotage: The moderating effects of agreeableness and emotional stability. Paper presented at Southern Management Association Conference, St. Pete Beach, FL. Song, Y. H., Shao, R., Skarlicki, D. P., & Park, J. (2015, August). Effect of psychological detachment and supervisor justice on daily reports of customer mistreatment. Symposium presented at the Academy of Management Annual Conference, Vancouver, BC. Hewlin, P. F., Ian, W. O., Kim, S. S., Song, Y. H., & Miles, D. K. (2015, August). Religiosity and religious expression: Outcomes among Christian, Muslims, and Orthodox Jews. Symposium presented at the Academy of Management Annual Conference, Vancouver, BC. Song, Y. H. (2015, June). Daily-based investigation of the relationship between customer interpersonal injustice and employee sabotage: Cross-level moderation effects of problem solving and core self-evaluation. Paper presented at the annual meeting of the Administrative Sciences Association of Canada, Halifax, NS. Nominated for the 2015 OB Division s Papers of Merit. Song, Y. H. (2015, June). Conceptualizing frontline employees behavioural changes by customer interpersonal injustice: Moral self-regulation and dual process model perspective. Paper presented at the annual meeting of the Administrative Sciences Association of Canada, Halifax, NS. Nominated for the 2015 OB Division s Papers of Merit. Skarlicki, D. P., van Jaarsveld, D. D., Shao, R., & Song, Y. H. (2014, August). The compensatory effect of supervisor fairness in predicting employee sabotage toward customers. Symposium presented at the Academy of Management Annual Conference, Philadelphia, PA. Song, Y. H. (2014, May). Telemarketing representatives responding patterns against customer mistreatment and the causes of pattern changes. Paper presented at the annual meeting of the Administrative Sciences Association of Canada, Muskoka, ON. Hewlin, P. F., Kim, S. S., & Song, Y. H. (2013, August). Getting older, getting closer: Moderating factors on the relationship between job insecurity and creating facades of conformity. Paper presented at the Academy of Management Annual Conference, Orlando, FL. 3
4 AWARDS McGill DDSS Excellence in Teaching Award, 2016 McGill Graduate Excellence Award, 2016 The Rathlyn Foundation PhD Fellowship Award, 2015 McGill Graduate Research Mobility Award (Management), 2013, 2014 McGill Graduate Excellence Award, 2012 McGill Graduate Excellence Fellowship, 2011 TEACHING EXPERIENCE 1) Fall 2015, Introduction to Organizational Behaviour, MGCR (Undergraduate core course, 57 students, Response rate: 52.6%) Overall evaluation: 4.2/5.0 Average of questions about instructor: 4.3/5.0 The winner of 2016 McGill DDSS excellence in teaching award 2) Summer 2016, Introduction to Organizational Behaviour, MGCR (Undergraduate core course, 48 students, Response rate: 31.3%) Overall evaluation: 4.3/5.0 Average of questions about instructor: 4.4/5.0 3)_Fall 2016, Introduction to Organizational Behaviour, MGCR Scheduled for September ) Fall 2016, Introduction to Organizational Behaviour, MGCR Scheduled for September 2016 ACADEMIC AFFILIATIONS Academy of Management Southern Management Association Society for Industrial-Organizational Psychology Administrative Sciences Association of Canada PROFESSIONAL EXPERIENCE ACE American Insurance Company Korea, Seoul, South Korea Department Head (Team Leader), Small/Medium-sized Enterprises Department Grew business by developing, underwriting, and quoting technical insurance products. Assessed risks to approve and reject them based on established underwriting guidelines. Meritz Fire & Marine Insurance Company Co., Ltd., Seoul, South Korea Senior Engineering Underwriter Oversaw the renewal of reinsurance treaties with foreign reinsurance companies based on statistical analyses of profit and loss (P&L) statements. Led underwriting initiatives and quotes for more than 300 accounts in technical insurances with international insurance brokers as well as reinsurance companies. 4
5 PROFESSIONAL EXPERIENCE (continued) Meritz Fire & Marine Insurance Company Co., Ltd., Seoul, South Korea Risk Researcher and Surveyor, Assistant Manager Prepared risk surveys, desktop risk research and assessments, and survey reports. Conducted claim investigations, claim amount assessments, and settlement tasks. Air University, Republic of Korea Air Force, Daejeon, South Korea Airman 1 st Class 30 months of military service completed as administrative assistant for the engineering task team. NATIONALITY Nationality: Canadian Place of Birth: South Korea REFERENCES Dr. Patricia F. Hewlin Associate Professor Desautels Faculty of Management McGill University 1001 Sherbrooke St. West Montreal, Quebec Canada, H3A 1G5 patricia.hewlin@mcgill.ca Tel: (514) Fax: (514) Dr. Robert Hebdon Professor Emeritus Desautels Faculty of Management McGill University 1001 Sherbrooke St. West Montreal, Quebec Canada, H3A 1G5 robert.hebdon@mcgill.ca Tel: (514) Fax: (514) Dr. Daniel P. Skarlicki Edgar F. Kaiser Chair of Organizational Behaviour Sauder School of Business The University of British Columbia 2329 West Mall, Vancouver, British Columbia Canada, V6T 1Z4 skarlicki@sauder.ubc.ca Tel: (604) Fax: (604) Dr. Ruodan Shao Associate Professor Department of Business Administration Asper School of Business University of Manitoba 181 Freedman Crescent Winnipeg, Manitoba, Canada, R3T 5V4 ruodan.shao@umanitoba.ca Tel: (204) Fax: (204)
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