Testing a model of service-sabotage precedents at the individual level with the moderator role of emotional intelligence and sensitivity to misbehavior

Rahnavard, Farajullah; Hosseini, Seyedeh Maryam; Garshasbi Farsa, Elham

Testing a model of service-sabotage precedents at the individual level with the moderator role of emotional intelligence and sensitivity to misbehavior

Document Type : Research Paper

Authors

¹ . Associate Prof., public administration, Department of Management, Institute for Management and Planning studies, Tehran, Iran

² . MSc in public administration, Department of Management, Institute for Management and Planning studies, Tehran, Iran

³ MSc in public administration, Department of Management, Institute for Management and Planning studies, Tehran, Iran,

Abstract

This study sought to test a model of service sabotage precedents at the individual level with the moderator role of emotional intelligence and sensitivity to Sensitivity to interpersonal treatment in the Hamadan Water and Sewerage Department. The method of the present study was applied in terms of purpose and descriptive-survey in terms of data collection method. The statistical sample of the study was 150 employees of Hamadan Water and Sewerage Company who were in contact with the client. The obtained data were analyzed using structural equation modeling approach and Smart-PLS software. The research findings show that Workplace Ostracism, abusive supervision and Emotional Dissonance affect the Service Sabotage of Water and Sewerage Department employees and Perceived Customer Mistreatment has not had a significant effect on Service Sabotage. On the other hand, The hypotheses show that emotional intelligence has a moderate role in the relationship between Emotional Dissonance and Service Sabotage of Water and Sewerage Department employees and Sensitivity to interpersonal treatment has a moderate role in the relationship between abusive supervision and Service Sabotage and emotional intelligence doesn’t moderate role in the relationship between Perceived Customer Mistreatment and Service Sabotage. The prevalence of service sabotage in administrative organizations and its impact on organizational performance and reducing the quality of services due to service sabotage.

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