Affectivity, emotional exhaustion, and service sabotage behavior: The mediation role of rumination

Abstract

In this study, we examined the mechanisms of rumination including its antecedents (positive and negative affectivity) and outcomes (emotional exhaustion and service sabotage behavior). Our theoretical model was tested using data collected from 751 employees in a call center in China. Results showed that positive and negative affectivity were significantly related to rumination, which is then positively related to emotional exhaustion and service sabotage behavior. Moreover, rumination significantly mediated the relationships between positive and negative affectivity, and the outcomes of rumination. Finally, emotional exhaustion was found to be positively related to service sabotage behavior.