The black sheep in hospitality organizations: how and when coworker service sabotage hinders employee service creativity

Abstract

Purpose

The purpose of this paper is to propose a research model in which coworker service sabotage influences hospitality employees’ service creativity via work engagement. It also aims to test the moderating effect of sensitivity to the interpersonal mistreatment of others (SIMO).

Design/methodology/approach

A time-lagged questionnaire study was performed in hotels in China. The hypotheses were tested via hierarchical multiple regression.

Findings

Coworker service sabotage is indirectly associated with hospitality employees’ service creativity via work engagement. The trait of SIMO buffers the harmful effect of coworker service sabotage.

Research limitations/implications

Although our research design helps mitigate common method bias, it could still exist. Other coworker behaviors that might influence employees were not included in this research. The findings may also be biased due to the restricted sample from China.

Practical implications

Hospitality organizations should take measures to curb service sabotage. Organizations could also provide supportive resources to suppress the negative impacts of coworker service sabotage. Moreover, organizations should motivate those low in SIMO to care more about customers.

Originality/value

The research takes the lead in investigating the outcomes of service sabotage from a third-party perspective. Work engagement is identified as the mechanism for transmitting the impact of coworker service sabotage to employees. Moreover, a new moderator that attenuates the negative effects of coworker service sabotage is found.

Citation

Lyu, Y., Zhu, H., Huang, E.G. and Chen, Y. (2024), "The black sheep in hospitality organizations: how and when coworker service sabotage hinders employee service creativity", International Journal of Contemporary Hospitality Management, Vol. 36 No. 1, pp. 312-328. https://doi.org/10.1108/IJCHM-07-2022-0822