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An exploratory study of retail sales employees’ service sabotage: Examining the impact of emotional exhaustion and organizational support

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  • Diane R. Edmondson
  • Lucy M. Matthews
  • Cheryl B. Ward

Abstract

The purpose of this paper is to investigate how emotional exhaustion may increase the likelihood of a retail salesperson’s usage of service sabotage. This paper also investigates how perceived organizational support alleviates a retail salesperson’s emotional exhaustion and service sabotage. Two hundred sixteen non-management sales employees across a variety of retail organizations were sampled. Results found that emotional exhaustion positively impacts service sabotage. In addition, emotional exhaustion partially mediates the relationship between perceived organizational support and service sabotage. These findings have important implications for service providers. In order for a retail organization to be sustainable, employers need to look for and seek to minimize signs of emotional exhaustion in their employees. In addition, employers need to make employees aware of the support provided by the organization that may help to reduce service sabotage.

Suggested Citation

  • Diane R. Edmondson & Lucy M. Matthews & Cheryl B. Ward, 2019. "An exploratory study of retail sales employees’ service sabotage: Examining the impact of emotional exhaustion and organizational support," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 29(1), pages 63-77, January.
    • Handle: RePEc:taf:jgsmks:v:29:y:2019:i:1:p:63-77
    DOI: 10.1080/21639159.2018.1552529
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    Cited by:

    1. Ran Li & Fan Yang & Xiji Zhu, 2023. "The Janus Face of Grandiose Narcissism in the Service Industry: Self-Enhancement and Self-Protection," Journal of Business Ethics, Springer, vol. 183(3), pages 909-927, March.
    2. Gaan, Niharika & Shin, Yuhyung, 2023. "Sales employees’ polychronicity and sales-service ambidexterity: Mediation of work engagement and moderation of store manager support," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).

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