Research On The Relationship Between Emotional Intelligence,Political Skills And Workplace Deviant Behavior Of Frontline Employees In High-Star Hotels

In recent years,the field of human resource management has paid more and more attention to the negative out of role behavior.As a typical negative out of role behavior,Workplace Deviant Behavior has a great destructive effect on the organization and its members in the form of theft,interpersonal conflict,violence and intentional destruction.With the development of technology,Workplace Deviant Behavior also appears new forms of expression,such as talking about the company’s internal information,disclosing unauthorized trade secrets,non-standard internal examination and approval etc.It will bring greater risks to the organization.As a service oriented tourism enterprise,the service High-star hotels are delivered in the interaction between the Frontline Employees and customers.The Workplace Deviant Behavior of the Frontline Employees will seriously affect the service quality,reduce the service experience and loyalty of customers,affecting the overall image and organizational performance of High-star Hotels.The loss to High-star Hotels is also incalculable.Therefore,the managers of hotel should pay more attention to it.This paper chooses the the Frontline Employees of High-star Hotels as reaserach object.Emotional Events Theory and Resource Reservation Theory provide groundwork for this paper.This paper builds the theoretical model based on the literature review in the earlier stage,develops the Emotional Intelligence,Political Skills and Workplace Deviant Behavior scale applicable to the Frontline Employees of High-star hotels,and explores the relation of Emotional Intelligence,Political Skills and Workplace Deviant Behavior under the situation of Chinese tourism enterprises,exploring the mediating effect of political skills.Based on the review and analysis of the previous literature,this paper constructs33 hypotheses of relationship among four dimensions of Emotional Intelligence,four dimensions of Political Skills and two dimensions of Workplace Deviant Behavior,and the hypothesis of mediating effect of Political Skills.The results are as follows:(1)There was a significant positive correlation between Self Emotion Assessment of Frontline Employee of High-star Hotels,Emotional Evaluation of others and Interpersonal Influence;Self Emotional Assessment,Emotional Control and Network Ability;Emotional Assessment of others,Emotional Use and Social Sensitivity;self Emotional Assessment and Explicit Sincerity;(2)There was significant negative correlation between Emotional Intelligence of first-line employees in high star hotels and Workplace Deviant Behavior(Except for others’ Emotional Evaluation and Interpersonal Orientation Deviation Behavior);(3)There was a significant negative correlation between the Political Skills of the first-line staff of high star hotels and the Workplace Deviant Behavior(Except for the Deviation Behavior between Network Ability,Social Ability and Explicit Sincerity and Interpersonal Orientation);(4)The Political Skills of the first-line employees in high star hotels had an impact on Workplace Deviant behavior by Emotional Intelligence.It has a significant part of mediating effect.