Role Stress And Service Sabotage: The Mediating Effect Of Job Satisfaction

With the advent of the service-oriented economy era, people pay more and more attention to the improvement of service quality. Meanwhile, a growing number of researchers in the academic world start to attach importance to the relevant two important emerging subjects, one is the service's role stress, and the other is service's sabotage in the process of service delivery.The aim of this paper was to develop a service sabotage questionnaire that is suitable for Chinese caregiving industry and investigate the Chinese nurses'service sabotage. In order to achieve these, some standard research methods, such as literature review, interview and questionnaire were used in this research. In addition, this research issued 1050 questionnaires, considered the demographic factors, and used the statistical methods of exploratory factor analysis, confirmatory factor analysis, structural equation modeling and stepwise regression analysis to analyze, arrange and explain data. The main conclusions are as the following:Firstly, in Chinese caregiving industry, service sabotage is a one-dimensional structure, the single-factor modeling fitting better, and its reliability, validity reached the psychometric requirements.Secondly, the research explored the relation of nurses'role stress, job satisfaction and service sabotage. The results showed that there was significantly positive correlation between service sabotage and role stress, role stress can positively predict service sabotage; there was significantly negative correlation between service sabotage and job satisfaction, job satisfaction can negatively forecast service sabotage; there was significantly negative correlation between role stress and job satisfaction, role stress can negatively predict job satisfaction.Thirdly, the research examined the mediating effect of job satisfaction by stepwise regression analysis. The result showed that job satisfaction played a partially mediating effect in role stress and service sabotage.Fourthly, the research discussed the demographical variables'effects on service sabotage. The demographical variables included sex, age, working age, educational status, wage conditions and marital status. The results showed that the demographical variables except educational status had some significant effects on service sabotage.Lastly, the research discussed the current limitations and future research orientation.