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The Impact of Environmental Stimuli on Hotel Service Employees’ Service Sabotage—Mediation Role of Emotional Intelligence and Emotional Dissonance

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  • Habib Alipour

    (Faculty of Tourism, Eastern Mediterranean University, 99450 Famagusta, Turkey)

  • Shahrzad Amelshahbaz

    (Faculty of Tourism, Eastern Mediterranean University, 99450 Famagusta, Turkey)

  • Farzad Safaeimanesh

    (Faculty of Tourism, Eastern Mediterranean University, 99450 Famagusta, Turkey)

  • Bahman Peyravi

    (Faculty of Business Management, Vilnius Gedimino Technical University, Saulėtekio al. 11, 10223 Vilnius, Lithuania)

  • Alireza Salavati

    (Aberystwyth Business School, Penglais Campus, Aberystwyth University, Aberystwyth, Ceredigion SY23 3FL, UK)

Abstract

While scholarly inquiries into Service Sabotage (SS) have received ample attention in the literature of various industries, the role of Emotional Intelligence (EI) and Emotional Dissonance (ED) in employee-customer relations in the context of Environmental Stimuli (ES) in the tourism accommodation sector has remained unexplored. The role of employee–customer interaction in tourism is paramount for a hospitality organization’s growth, sustainability, and profitability. We hypothesized hotel service employees’ EI and ED can be influential factors to SS. Adopting the Mehrabian–Russell model (M–R) and Stimulus-Organism-Response (S-O-R) framework as conceptual paradigms, we tested the effect of hotel ambiance on employees’ emotions, which can have significant effects on SS. The study revealed that ES links to behaviors and elicits EI and ED as human emotional responses to environments that have a parallel mediating effect on mitigating or neutralizing the negative effect of SS in an organization. The findings provide important insights into an organization’s awareness of the provision of ES as a positive factor for employees, subsequently forming their behavioral consequences of EI and ED which can mitigate the negative impacts of SS. The study yields important implications on how hospitality organizations should pay attention to the impact of rule-breaking behaviors. Theoretical and practical implications are also discussed.

Suggested Citation

  • Habib Alipour & Shahrzad Amelshahbaz & Farzad Safaeimanesh & Bahman Peyravi & Alireza Salavati, 2021. "The Impact of Environmental Stimuli on Hotel Service Employees’ Service Sabotage—Mediation Role of Emotional Intelligence and Emotional Dissonance," Sustainability, MDPI, vol. 13(2), pages 1-18, January.
  • Handle: RePEc:gam:jsusta:v:13:y:2021:i:2:p:876-:d:481678
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    References listed on IDEAS

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    Cited by:

    1. Farzad Safaeimanesh & Hasan Kılıç & Habib Alipour & Shahrzad Safaeimanesh, 2021. "Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry," Sustainability, MDPI, vol. 13(5), pages 1-21, March.
    2. Hyewon Youn & Jong-Hyeong Kim, 2022. "Corporate Social Responsibility and Hotel Employees’ Organizational Citizenship Behavior: The Roles of Organizational Pride and Meaningfulness of Work," Sustainability, MDPI, vol. 14(4), pages 1-18, February.
    3. Le Thanh Thao & Pham Trut Thuy & Nguyen Anh Thi & Phuong Hoang Yen & Huynh Thi Anh Thu & Nguyen Huong Tra, 2023. "Impacts of Emotional Intelligence on Second Language Acquisition: English-Major Students’ Perspectives," SAGE Open, , vol. 13(4), pages 21582440231, November.
    4. Nieves-Pavón, Sergio & López-Mosquera, Natalia & Jiménez-Naranjo, Héctor, 2023. "The factors influencing STD through SOR theory," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    5. Silviu Gabriel Szentesi & Lavinia Denisia Cuc & Andrea Feher & Paul Nichita Cuc, 2021. "Does COVID-19 Affect Safety and Security Perception in the Hospitality Industry? A Romanian Case Study," Sustainability, MDPI, vol. 13(20), pages 1-19, October.

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