Stressors, withdrawal, and sabotage in frontline employees: The moderating effects of caring and service climates

Abstract

In this study, we examine frontline employees in a multifoci approach for clarifying relationships between social stressors caused by supervisors, colleagues and customers, and turnover intentions, sick leave and service sabotage. The study also considers caring climates and service climates for moderating effects. Data were collected from 420 frontline employees and 30 supervisors in 30 hotels in the hospitality industry. Hierarchical linear model analysis confirmed that supervisor‐caused stressors were more strongly related to turnover intention; colleague‐caused stressors were more strongly related to sick leave; and customer‐caused stressors were more strongly related to service sabotage. In addition, caring climates moderated the relationships between supervisor‐ and customer‐caused stressors and turnover intentions. Service climates moderated the relationships between supervisor‐ and customer‐caused stressors and service sabotage. The findings corroborate the target similarity model. The implications of this study for research and practice are discussed. Practitioner points The study should help managers understand why employees display withdrawal or sabotage behaviours. Managers should examine social stressors precisely and carefully to find the best ways to decrease employees' negative behaviours. Establishing both caring climates and service climates in organizations will help prevent employees' turnover intention or service sabotage.