The Influence Of Employees' Emotional Labor And Organizational Commitment On Service Sabotage In Restaurant Service

With the advent of the service-oriented society, two important emerging subjects in the organization behavior research's received more and more attention.One is emotional labor, another is service sabotage.The study first translated and revised the foreign service sabotage scale, and on this basis, investigated restaurant industry staff, inspected the relation their emotional labor,organizational commitment and disrupt service. In the study, we also discussed the difference of service sabotage in the demographic variables.Study 1: Translating and revising Harris and Ogbonna's (2006) "service sabotage scale", in line with the requirement of psychological measurement. Research inquiried 566 employees, through exploratory factor analysis and confirmatory factor analysis, showed that Harris and Ogbonna's (2006) "service sabotage scale" also had a better reliability and validity ,its psychological indicators have reached the standard of measurement, be used to measure service sabotage.Study 2: The study used a questionnaire which included the revised well "service sabotage scale," the scale of emotional labor and organizational commitment scale , investigated 622 services catering employees,in order to inspect the relation of emotional labor,organizational commitment and service sabotage. We used SPSS11.5, Amos4.0 statistical software to analyse datas .The results showed that there was significant positive correlation between service sabotage and emotional labor,emotional labor can be positively predict service sabotage; there was significant negative correlation between service sabotage and organizational commitment, organizational commitment can be negatively forecast service sabotage; emotional labor and organizational commitment significant correlated negatively, emotional labor can be predicted negatively organizational commitment.