Testing a model of service-sabotage precedents at the individual level with the moderator role of emotional intelligence and sensitivity to misbehavior
Author(s):
Article Type:
Research/Original Article (دارای رتبه معتبر)
Abstract:
This study sought to test a model of service sabotage precedents at the individual level with the moderator role of emotional intelligence and sensitivity to Sensitivity to interpersonal treatment in the Hamadan Water and Sewerage Department. The method of the present study was applied in terms of purpose and descriptive-survey in terms of data collection method. The statistical sample of the study was 150 employees of Hamadan Water and Sewerage Company who were in contact with the client. The obtained data were analyzed using structural equation modeling approach and Smart-PLS software. The research findings show that Workplace Ostracism, abusive supervision and Emotional Dissonance affect the Service Sabotage of Water and Sewerage Department employees and Perceived Customer Mistreatment has not had a significant effect on Service Sabotage. On the other hand, The hypotheses show that emotional intelligence has a moderate role in the relationship between Emotional Dissonance and Service Sabotage of Water and Sewerage Department employees and Sensitivity to interpersonal treatment has a moderate role in the relationship between abusive supervision and Service Sabotage and emotional intelligence doesn’t moderate role in the relationship between Perceived Customer Mistreatment and Service Sabotage. The prevalence of service sabotage in administrative organizations and its impact on organizational performance and reducing the quality of services due to service sabotage.
Keywords:
Language:
Persian
Published:
Organizational Behavior Studies Quarterly, Volume:11 Issue: 2, 2022
Pages:
153 to 184
magiran.com/p2486534
دانلود و مطالعه متن این مقاله با یکی از روشهای زیر امکان پذیر است:
اشتراک شخصی
با عضویت و پرداخت آنلاین حق اشتراک یکساله به مبلغ 1,390,000ريال میتوانید 70 عنوان مطلب دانلود کنید!
اشتراک سازمانی
به کتابخانه دانشگاه یا محل کار خود پیشنهاد کنید تا اشتراک سازمانی این پایگاه را برای دسترسی نامحدود همه کاربران به متن مطالب تهیه نمایند!
توجه!
- حق عضویت دریافتی صرف حمایت از نشریات عضو و نگهداری، تکمیل و توسعه مگیران میشود.
- پرداخت حق اشتراک و دانلود مقالات اجازه بازنشر آن در سایر رسانههای چاپی و دیجیتال را به کاربر نمیدهد.
In order to view content subscription is required
Personal subscription
Subscribe magiran.com for 70 € euros via PayPal and download 70 articles during a year.
Organization subscription
Please contact us to subscribe your university or library for unlimited access!