Mechanism Research About Organizational Constraints Influence On Service Sabotage Of Service Frontline Employees

In recent years,negative news from service employees frequently appeared in newspapers,whether it was "darkminded guides" forcing customers to shop,insulting or beating tourists,or the kindergarten teachers needling sticks,abusing children through forcing them to take medicine,or the hotel staff pouring the hot soup on the guests.The frequent occurrence of these incidents has aroused widespread concern in the society.The bad behavior of service employees is very common.These behaviors not only have a negative impact on customer's perception of service quality and satisfaction,but also seriously undermine the benefits of customers,affect the enterprises' image and survival,even seriously damage the development of related industries and service attractiveness of the entire country.In particular,as the service industry has become the primary industry in our country,it absorbs and takes up the largest number of employment.Service employees have become one of the major practitioners in our country.These adverse behaviors will seriously affect social stability.While the service organization members are in the process of providing services to customers,the deliberate act that adversely affects the service is service sabotage.Although the existing researches on service sabotage have made some progress in the definition of concepts,the causes and forming mechanisms,there are still some shortcomings.First,it fails to explore the emergence of service sabotage from an organizational perspective,neglects the influence of the organizational constraints that is the most sensitive factor of front-line employees on their bad behaviors.Second,there is a lack of interpretation of multi-theories on the forming mechanism of service sabotage.Neither can it fully reveal the black box formed by service sabotage,nor is it conducive to the theoretical construction and expansion of service sabotage.Third,the current research fails to clear the conduction of the related variables in the formation of service sabotage from the double perspectives of emotion and perception judgment,and can not fully reveal the forming process of service sabotage.Finally,an understanding of the boundary conditions that affects service sabotage is not enough.These are not only harmful to a comprehensive understanding of the causes of service sabotage in academia,an in-depth explanation of the forming mechanism of service sabotage and a reveal of the contingency effect of customer factors in the service sabotage,but also harmful to the theoretical construction and expansion of service sabotage,even can not provide effective guidance for reducing the service sabotage from the root causes in management practices.Are the situational limiting factors under the organizational perspective important causes of employee service sabotage? Can interpretation of the mechanism of service sabotage under other theoretical frameworks explain the relationship between the two? In the service sabotage process,in addition to emotional reactions,are there any other conductive roles? Front-line employees have frequent contacts with customers,whether the role of customers has a significant contingency effect on the process of their service sabotage? None of these problems have found the answer in previous studies.Therefore,in view of the above practical problems and the lack of research,based on the systematically combing of previous research literature,this paper analyzes the formation of service sabotage from the organizational perspective.Based on the theory of emotional events,combined with the stressors-emotion theory and organization support theory,a research model is established to comprehensively analyze the impact of organizational constraints on service sabotage.From the perspective of employees' perception of emotion and judgment,this paper examines how organizational constrains affect service sabotage through emotional and judgment drives.We collected 318 valid questionnaires from field research,used statistical software like SPSS20.0 and AMOS17.0,and the methods of correlation analysis,regression analysis,Bootstrap and other data processing and analysis.Based on controlling individual variables such as gender,age and position,the main conclusions we get are as follows:(1)Organizational constraints have a direct impact on service sabotage,the more organizational constraints employees perceive,the more service sabotage they do.(2)Organizational constraints can also affect service sabotage indirectly through emotion-driven and judgment-driven.In the process of emotional driving,emotional exhaustion plays an intermediary role in organizational constraints and service sabotage.In the process of judging driving,the perceived organizational support plays an intermediary role in organizational constraints and service sabotage.(3)Reveal the emotion-driven and judgment-driven process of emotional exhaustion and perceived organizational support between organizational constraints and service sabotage.Based on the theory of emotional events,this paper focuses on the emotion-driven process mediated by emotional exhaustion and the judgment-driven process mediated by perceived organizational support.At the same time,this paper also investigates the double intermediary judging driven role between emotional exhaustion and organizational support in organizational constraints and service sabotage.(4)Reveal the boundary conditions for the impact of organizational constraints on service sabotage.Based on the theory of emotional events,this paper not only investigates the mediating effect of individual traits on work events and emotional reactions,but also explores the contingent effects of customer factors on the emotional-behavioral responses,and fully reveal the boundary conditions that the organization constrains to service sabotage,enrich the theory of emotional events.The management revelation of this study is mainly reflected in:(1)Service enterprises should pay more attention to organizational constraints and take measures such as optimizing the allocation of resources,strengthening cooperation and communication among employees,and attaching importance to the interpretation and support of leaders to reduce organizational constraints perceived by employees.(2)The service enterprises should pay more attention to the emotional health of the front-line employees,use various means to ease the emotion of the front-line employees,and pay attention to the cultivation and promotion of the self-emotion management effectiveness of front-line employees.(3)Service enterprises should pay more attention to the organizational support needs and respect the psychological needs of front-line employees in terms of material and emotion,and enhance the organizational support and self-esteem of front-line employees.(4)Service enterprises should create a fair and harmonious customer management atmosphere and reduce the occurrence of bullying customers.