How and when negative workplace gossip influences service sabotage behavior? A study among hotel frontline employees in China

Abstract

Purpose

Drawing upon the conservation of resources (COR) theory, this study aims to examine whether ego depletion mediates the relationship between negative workplace gossip and employees’ service sabotage behavior and whether psychological resilience moderates the relationship between negative workplace gossip and service sabotage behavior through the mediator of ego depletion among hotel frontline employees and their colleagues.

Design/methodology/approach

A paired sample was collected at three-time points from employees and their colleagues working in hotels in Guizhou province, China. The PROCESS macro for SPSS was applied to examine the moderated mediation model.

Findings

The results showed that negative workplace gossip has a positive effect on employee service sabotage behavior, and that ego depletion mediates the relationship between negative workplace gossip and employee service sabotage behavior. Psychological resilience weakens the relationship between negative workplace gossip and ego depletion, as well as the indirect effect of negative workplace gossip on employee service sabotage behavior through ego depletion.

Originality/value

The present research provides a thorough understanding of when and how negative workplace gossip influences employee service sabotage behavior in the hospitality industry. The findings of this moderated mediation relationship expanded the boundary conditions of negative workplace gossip and employee service sabotage behavior.

Citation

Zhang, Y., Liu, Y., Zhang, J., Akhtar, M.N. and Wang, Y. (2025), "How and when negative workplace gossip influences service sabotage behavior? A study among hotel frontline employees in China", Chinese Management Studies, Vol. 19 No. 1, pp. 99-115. https://doi.org/10.1108/CMS-02-2023-0086