مطالعات رفتار سازمانی

مطالعات رفتار سازمانی

آزمون مدلی از پیشایندهای خرابکاری خدمات در سطح فردی با نقش تعدیل گر هوش عاطفی و حساسیت به بد رفتاری

نوع مقاله : مقاله پژوهشی

نویسندگان
فرج الله رهنورد 1
سیده مریم حسینی 2
الهام گرشاسبی فرسا 3
1 دانشیار، مدیریت دولتی، دانشکده مدیریت، مؤسسه عالی آموزش و پژوهش مدیریت و برنامه‌ریزی، تهران، ایران.
2 کارشناسی ارشد، مدیریت دولتی، دانشکده مدیریت، مؤسسه عالی آموزش و پژوهش مدیریت و برنامه‌ریزی، تهران، ایران
3 کارشناسی ارشد، مدیریت بازرگانی، دانشکده مدیریت، مؤسسه عالی آموزش و پژوهش مدیریت و برنامه‌ریزی، تهران، ایران. تهران، ایران.
چکیده
این پژوهش به دنبال آزمون مدلی از پیشایندهای خرابکاری خدمات در سطح فردی با نقش تعدیل‌گر هوش عاطفی و حساسیت به بد رفتاری در شرکت آب و فاضلاب استان همدان بوده است. روش پژوهش حاضر ازنظر هدف، کاربردی و ازنظر روش جمع‌آوری داده‌ها، توصیفی ـ پیمایشی بود. نمونه آماری پژوهش 150 نفر از کارکنان شرکت آب و فاضلاب استان همدان که با ارباب‌رجوع در ارتباط بودند انتخاب شدند. داده‌های حاصل با استفاده از رویکرد مدل‌سازی معادلات ساختاری و نرم‌افزار Smart-PLS مورد تجزیه‌وتحلیل قرار گرفتند. یافته‌ها نشان داد که احساس طردشدگی در محیط کار، سرپرستی سوءاستفاده گرایانه و ناهمسانی هیجانی بر خرابکاری خدمات کارکنان شرکت آب و فاضلاب تأثیرگذار است و ادراک از بدرفتاری مشتریان تأثیری معنادار بر خرابکاری خدمات نداشته است و از سوی دیگر تجزیه‌وتحلیل حاصل از فرضیه‌های فرعی نشان داد که هوش عاطفی رابطه بین ناهمسانی هیجانی و خرابکاری خدمات کارکنان شرکت آب و فاضلاب را تعدیل می‌کند و حساسیت به بدرفتاری رابطه بین سرپرستی سوءاستفاده گرایانه و خرابکاری خدمات کارکنان را تعدیل می‌کند و از طرف دیگر هوش عاطفی رابطه بین ادراک از بد رفتاری مشتری و خرابکاری خدمات را تعدیل نمی‌کند.
کلیدواژه‌ها
خرابکاری خدمات
ادراک از بدرفتاری مشتری
ناهمسانی هیجانی
طردشدگی در محیط کار
حساسیت به بدرفتاری
موضوعات

عنوان مقاله English

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

نویسندگان English

Farajullah Rahnavard 1
Seyedeh Maryam hosseini 2
Elham Garshasbi Farsa 3
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,
چکیده English

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.

کلیدواژه‌ها English

Service Sabotage
Perceived Customer Mistreatment
Emotional Dissonance
Workplace Ostracism
Sensitivity to interpersonal treatment
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مطالعات رفتار سازمانی
دوره 11، شماره 2 - شماره پیاپی 42
تابستان 1401
صفحه 153-184