Getting Even for Customer Mistreatment: The Role of Moral Identity in the Relationship Between Customer Interpersonal Injustice and Employee Sabotage

• 成果类型: Article
• 署名作者: Skarlicki, Daniel P.; van Jaarsveld, Danielle D.; Walker, David D.
• 署名单位: University of British Columbia
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/a0012704
• 发表日期: 2008
• 页码: 1335-1347
• 关键词: sabotage; unfair treatment by customers; MORAL IDENTITY

摘要

Research on the dark side of organizational behavior has determined that employee sabotage is most often a reaction by disgruntled employees to perceived mistreatment. To date, however, most studies oil employee retaliation have focused on intra-organizational sources of (in)justice. Results from this field study of customer service representatives (N = 358) showed that interpersonal injustice from customers relates positively to customer-directed sabotage over and above intra-organizational sources of fairness. Moreover, the association between unjust treatment and sabotage was moderated by 2 dimensions of moral identity (symbolization and internalization) in the form of a 3-way interaction. The relationship between injustice and sabotage was more pronounced for employees high (vs. low) in symbolization, but this moderation effect was weaker among employees who were high (vs. low) in internalization. Last, employee sabotage was negatively related to job performance ratings.