The Research On Correlation Between Service Industries Employees’Sense Of Organizational Justice, Personality And Services Sabotage

Since the reform and opening up, especially since1991, China’s rapid development of tertiary industry, the growth rate continued to grow, the contribution to the GDP growth rate is also increased by twists and turns, becoming the second driver of the national economy. In2008, China’s tertiary industry was120,487yuan, accounting for gross domestic product of40.1%. Services in the tertiary industry which is prominently. Service industry is the foundation of market economy industrial and economic international leading industry, its level of development is a measure of a country or region and the level of economic development, an important indicator of the degree of modernization. With the development of service industries, service-oriented economy is already coming, people are increasingly demanding quality of service is high. Research in organizational behavior and service delivery related to two important issues are emerging more and more attention, one is emotional labor service employees, and the other is the process of service delivery of service of staff damage.Services are often damaged the organization directly affect customer satisfaction and loyalty, resulting in loss of customers, not only the economic decline in revenue, but also damaged the image of the organization, hidden losses even greater. However, destruction of employees in the industry it is very common in. The service sector and other industries, with "abstract","difference","no separation" and "Do not Save" and "lack of ownership", etc., making the damage associated with the service theory and empirical studies have rarely. Destruction is actually a service organization reprisals, and organizational citizenship behavior is the behavior of the opposite nature. Organizational retaliatory behavior is a treat employees unfairly negative reaction organization, the organization is the lead organization unfair retaliation main reasons.Fair is the people have been of concern. Today, the structure of the organizational justice dimensions of the problem has not been a unified point of view, this research for organizational justice, destruction of personality features and services to study the relationship, not only has theoretical significance, there are empirical significance.This study used document analysis, field interviews, questionnaires and other research methods, and according to China’s unique culture, turning the service destruction prepared the questionnaire, discussed the problem of domestic service workers destruction services. In this study,308questionnaires were distributed,282valid questionnaires were obtained, considering the demographic factors, the use of a single dimension analysis, correlation analysis, confirmatory factor analysis, hierarchical regression analysis, and speech-like data were analysis and processing, and set up the Institute tested the most. In the statistical tools, using the Spss17.0and Exel2003and other software for data analysis.In this study, the questionnaire through the analysis of data collected after treatment, the following conclusions:1. In the four models of organizational justice theory, all four factor model fit index is the best. Thus, organizational justice should be included, including distributive justice, procedural justice, interpersonal justice, and information fair four dimensions.2. For service factor structure destruction exploratory study found that service failure is the single factor model.3.Organizational Justice and Service destroyed a significant negative correlation. Among them, interpersonal justice, procedural fairness and equity dimensions of information has an important influence relations between the two, distributive justice is not shown in.4. Study found that personality characteristics of extraversion, neuroticism, openness, agreeableness dimensions of the four personality dimensions appropriate for the organization and service fairness between acts of vandalism has a significant regulatory role. In four dimensions, only neuroticism had a separate regulation. Duties of the various dimensions of organizational justice for the service line with the negative relationship between the behavior has no effect.Finally, as part of this study are exploratory studies, including the personality characteristics of the services, acts of sabotage, I hope this research should be on the future of the deepening field of study to provide useful help.