How and when negative workplace gossip influences service sabotage behavior? A study among hotel frontline employees in China

Article


Zhang, Y., Yang L., Zhang, J., Akhtar, M. N. and Wang, Y. 2024. How and when negative workplace gossip influences service sabotage behavior? A study among hotel frontline employees in China. Chinese Management Studies. In Press. https://doi.org/10.1108/CMS-02-2023-0086
AuthorsZhang, Y., Yang L., Zhang, J., Akhtar, M. N. and Wang, Y.
Abstract

Purpose
Drawing upon the conservation of resources (COR) theory, this study aims to examine whether ego depletion mediates the relationship between negative workplace gossip and employees’ service sabotage behavior and whether psychological resilience moderates the relationship between negative workplace gossip and service sabotage behavior through the mediator of ego depletion among hotel frontline employees and their colleagues.

Design/methodology/approach
A paired sample was collected at three-time points from employees and their colleagues working in hotels in Guizhou province, China. The PROCESS macro for SPSS was applied to examine the moderated mediation model.

Findings
The results showed that negative workplace gossip has a positive effect on employee service sabotage behavior, and that ego depletion mediates the relationship between negative workplace gossip and employee service sabotage behavior. Psychological resilience weakens the relationship between negative workplace gossip and ego depletion, as well as the indirect effect of negative workplace gossip on employee service sabotage behavior through ego depletion.

Originality/value
The present research provides a thorough understanding of when and how negative workplace gossip influences employee service sabotage behavior in the hospitality industry. The findings of this moderated mediation relationship expanded the boundary conditions of negative workplace gossip and employee service sabotage behavior.

KeywordsNegative workplace gossip; Service sabotage; Ego depletion; Psychological resilience
JournalChinese Management Studies
Journal citationIn Press
ISSN1750-614X
Year2024
PublisherEmerald Publishing
Accepted author manuscript
License
File Access Level
Anyone
Digital Object Identifier (DOI)https://doi.org/10.1108/CMS-02-2023-0086
Publication dates
Online19 Jun 2024
Publication process dates
Accepted22 Mar 2024
Deposited19 Jun 2024
Copyright holder© 2024, Emerald Publishing Limited
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