Reducing service sabotage: the influence of supervisor social undermining, job stress, turnover intention and ethical conflict

IF 4.4 Q2 BUSINESS

Journal of Marketing Theory and Practice Pub Date : 2022-06-03 DOI:10.1080/10696679.2022.2080713

C. H. Schwepker, C. Dimitriou

引用次数: 8

Abstract

ABSTRACT The purpose of this research is to better understand the relationship between supervisor social undermining and service sabotage through related mediating and moderating variables among customer-contact service employees. Based on a sample of 316 hotel/motel employees, findings show that supervisor social undermining leads to greater service sabotage. Unethical behavior in the form of supervisor social undermining is positively related to job stress and this stress is exacerbated when ethical conflict exists. Moreover, besides being an outcome from unethical behavior, job stress can subsequently influence additional unethical behavior in the form of service sabotage via its impact on turnover intention.

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减少服务破坏:主管社会破坏、工作压力、离职意向和伦理冲突的影响

摘要本研究旨在透过相关的中介与调节变量，更好地了解顾客接触服务员工的主管社会破坏与服务破坏之间的关系。基于对316名酒店/汽车旅馆员工的抽样调查，结果表明，主管的社会破坏导致更大的服务破坏。以主管社会破坏为表现形式的不道德行为与工作压力呈正相关，当存在伦理冲突时，工作压力会加剧。此外，除了作为不道德行为的结果之外，工作压力还可以通过对离职意愿的影响以服务破坏的形式影响其他不道德行为。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Marketing Theory and Practice BUSINESS-

CiteScore

6.80

自引率

6.70%

发文量

期刊介绍： The Journal of Marketing Theory & Practice is devoted to the publication of peer-reviewed articles addressing substantive, managerial issues in marketing. In the context of developing, enhancing, and disseminating marketing knowledge, JMTP publishes both conceptual and empirical work, so long as the work provides strong implications for the managerial practice of marketing. Unlike other marketing journals that may be more focused on specific methodological approaches, deal with theoretical issues without regard to application, or represent various subfields of marketing, JMTP is positioned as a general marketing journal affording a quality outlet for more managerially-oriented research across the scope of the field.