The Impact of Environmental Stimuli on Hotel Service Employees’ Service Sabotage—Mediation Role of Emotional Intelligence and Emotional Dissonance
| العنوان: | The Impact of Environmental Stimuli on Hotel Service Employees’ Service Sabotage—Mediation Role of Emotional Intelligence and Emotional Dissonance |
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| المؤلفون: | Shahrzad Amelshahbaz, Habib Alipour, Alireza Salavati, Farzad Safaeimanesh, Bahman Peyravi |
| المصدر: | Sustainability Volume 13 Issue 2 Sustainability, Vol 13, Iss 876, p 876 (2021) |
| بيانات النشر: | MDPI AG, 2021. |
| سنة النشر: | 2021 |
| مصطلحات موضوعية: | north Cyprus, lcsh:TJ807-830, Geography, Planning and Development, lcsh:Renewable energy sources, Context (language use), emotional intelligence, Management, Monitoring, Policy and Law, tourism accommodation, emotional dissonance, Hospitality, 0502 economics and business, Cognitive dissonance, lcsh:Environmental sciences, lcsh:GE1-350, Service (business), Renewable Energy, Sustainability and the Environment, business.industry, Mediation (Marxist theory and media studies), lcsh:Environmental effects of industries and plants, Emotional intelligence, service sabotage, 05 social sciences, lcsh:TD194-195, 050211 marketing, business, Psychology, Social psychology, Accommodation, 050203 business & management, Tourism, service employees |
| الوصف: | 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&ndash customer interaction in tourism is paramount for a hospitality organization&rsquo s growth, sustainability, and profitability. We hypothesized hotel service employees&rsquo EI and ED can be influential factors to SS. Adopting the Mehrabian&ndash Russell model (M&ndash R) and Stimulus-Organism-Response (S-O-R) framework as conceptual paradigms, we tested the effect of hotel ambiance on employees&rsquo 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&rsquo 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. |
| وصف الملف: | application/pdf |
| تدمد: | 2071-1050 |
| URL الوصول: | https://explore.openaire.eu/search/publication?articleId=doi_dedup___::2ce019713d6508a24a9c0d97ffe218c8 https://doi.org/10.3390/su13020876 |
| حقوق: | OPEN |
| رقم الأكسشن: | edsair.doi.dedup.....2ce019713d6508a24a9c0d97ffe218c8 |
| قاعدة البيانات: | OpenAIRE |
| تدمد: | 20711050 |
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