Drivers of Employees’ Service Sweethearting Behavior Intention: The Interplays of Supervisors’ Social Relationship Quality and Full-/Part-time Job

Abstract

Sweethearting behavior of front-line service employees (FLSEs) is critical for service industries. Given the widespread use of part-time labor in the service industry and the behavioral differences between part-time and full-time employees, it is crucial to understand the variations in sweethearting between these groups to implement more effective management strategies. This paper aims to explore the differences between full-time and part-time FLSEs’ sweethearting intentions (SI) by integrating the theory of planned behavior (TPB) with the perspective of social relationship quality (SRQ). With a valid sample of 239 FLSEs, we tested the hypotheses using structural equation modeling. Results indicate that the TPB well explains SI. Interestingly, SRQ with supervisors will weaken the link between attitude and SI, especially for full-time FLSEs. However, attitude and perceived behavioral control are critical drivers of SI among part-time FLSEs. Based on these findings, the paper recommends that managers acknowledge the unique behaviors of full-time and part-time employees. Specifically, they should understand the combined impact of SRQ and employment type on employee behavior and customize their HRM policies and management strategies to address and mitigate service sweethearting effectively.