How and when illegitimate tasks affect hospitality employees’ service sabotage? The roles of psychological contract breach and collectivism
基于社会交换理论，通过对9家酒店215对主管-员工配对调查，发现不合规任务通过引发心理契约违背导致服务破坏，而员工集体主义能缓解这一负面影响。
Illegitimate tasks are becoming increasingly prevalent in the hospitality industry, yet their adverse effects have been largely understated. Grounded in social exchange theory, the present research explores how and when illegitimate tasks impact hospitality employee’ service sabotage. A three-wave, dual-source survey involving 215 supervisor-employee dyads from 9 hotels indicated that illegitimate tasks induced hospitality employees’ psychological contract breach, which in turn accounted for a significant increase in service sabotage. Meanwhile, employee collectivism lessened the damaging impact of illegitimate tasks on psychological contract breach and subsequent service sabotage. In light of these findings, this study provided theoretical contributions, practical implications, and suggestions for future research.