{"title":"Reducing service sabotage: the influence of supervisor social undermining, job stress, turnover intention and ethical conflict","authors":"C. H. Schwepker, C. Dimitriou","doi":"10.1080/10696679.2022.2080713","DOIUrl":null,"url":null,"abstract":"ABSTRACT The purpose of this research is to better understand the relationship between supervisor social undermining and service sabotage through related mediating and moderating variables among customer-contact service employees. Based on a sample of 316 hotel/motel employees, findings show that supervisor social undermining leads to greater service sabotage. Unethical behavior in the form of supervisor social undermining is positively related to job stress and this stress is exacerbated when ethical conflict exists. Moreover, besides being an outcome from unethical behavior, job stress can subsequently influence additional unethical behavior in the form of service sabotage via its impact on turnover intention.","PeriodicalId":16424,"journal":{"name":"Journal of Marketing Theory and Practice","volume":"31 1","pages":"450 - 469"},"PeriodicalIF":4.4000,"publicationDate":"2022-06-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"8","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Marketing Theory and Practice","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/10696679.2022.2080713","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 8
Abstract
ABSTRACT The purpose of this research is to better understand the relationship between supervisor social undermining and service sabotage through related mediating and moderating variables among customer-contact service employees. Based on a sample of 316 hotel/motel employees, findings show that supervisor social undermining leads to greater service sabotage. Unethical behavior in the form of supervisor social undermining is positively related to job stress and this stress is exacerbated when ethical conflict exists. Moreover, besides being an outcome from unethical behavior, job stress can subsequently influence additional unethical behavior in the form of service sabotage via its impact on turnover intention.
期刊介绍：
The Journal of Marketing Theory & Practice is devoted to the publication of peer-reviewed articles addressing substantive, managerial issues in marketing. In the context of developing, enhancing, and disseminating marketing knowledge, JMTP publishes both conceptual and empirical work, so long as the work provides strong implications for the managerial practice of marketing. Unlike other marketing journals that may be more focused on specific methodological approaches, deal with theoretical issues without regard to application, or represent various subfields of marketing, JMTP is positioned as a general marketing journal affording a quality outlet for more managerially-oriented research across the scope of the field.
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