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Empowering supervision and service sabotage: A moderated mediation model based on conservation of resources theory

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  • Zhou, Xing
  • Ma, Jianfeng
  • Dong, Xia

Abstract

In this study, we examine the relationship between empowering supervision and service sabotage by hospitality service employees. Drawing on conservation of resources theory, we explain the mediating role of work engagement. In addition, we further investigate the moderating role of general self-efficacy in strengthening the relationship between empowering supervision and work engagement. Using time-lagged data from eleven hotels in China, we found that, by enhancing work engagement, empowering supervision negatively influenced service employees' service sabotage. Furthermore, our findings suggested that general self-efficacy strengthened both the direct effect of empowering supervision on work engagement and the indirect effect of empowering supervision on service sabotage via work engagement such that the relationships were stronger when general self-efficacy was high rather than low. Based on the study findings, theoretical and managerial implications and future research directions are discussed.

Suggested Citation

  • Zhou, Xing & Ma, Jianfeng & Dong, Xia, 2018. "Empowering supervision and service sabotage: A moderated mediation model based on conservation of resources theory," Tourism Management, Elsevier, vol. 64(C), pages 170-187.
    • Handle: RePEc:eee:touman:v:64:y:2018:i:c:p:170-187
    DOI: 10.1016/j.tourman.2017.06.016
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    Cited by:

    1. Ye, Yijiao & Lyu, Yijing & Wu, Long-Zeng & Kwan, Ho Kwong, 2022. "Exploitative leadership and service sabotage," Annals of Tourism Research, Elsevier, vol. 95(C).
    2. Han Cheng Chang & Jin Feng Uen, 2022. "Shaping Organizational Citizenship Behavior of New Employees: Effects of Mentoring Functions and Supervisor Need for Achievement," SAGE Open, , vol. 12(1), pages 21582440211, January.
    3. Cong Liu & Jiming Cao & Peng Zhang & Guangdong Wu, 2020. "Investigating the Relationship between Work-To-Family Conflict, Job Burnout, Job Outcomes, and Affective Commitment in the Construction Industry," IJERPH, MDPI, vol. 17(16), pages 1-20, August.
    4. Jovi Sulistiawan & Massoud Moslehpour & Pei-Kuan Lin, 2022. "Linking Passion for Work and Emotional Exhaustion in Indonesian Firefighters: The Role of Work–Family Conflict," IJERPH, MDPI, vol. 19(22), pages 1-17, November.
    5. Anouk Decuypere & Wilmar Schaufeli, 2021. "Exploring the Leadership–Engagement Nexus: A Moderated Meta-Analysis and Review of Explaining Mechanisms," IJERPH, MDPI, vol. 18(16), pages 1-34, August.
    6. Farrukh Shahzad & Shahab Ali & Iftikhar Hussain & Li Sun & Chunlei Wang & Fayyaz Ahmad, 2023. "The Impact of Customer Incivility and Its Consequences on Hotel Employees: Mediating Role of Employees’ Emotional Exhaustion," Sustainability, MDPI, vol. 15(21), pages 1-14, October.

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