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The Interpersonal Conflict and Service Sabotage Behaviors of Employees: Moderating effect of Emotional Intelligence

[Speaker] Wu, Anni:1
[Co-author] Yao, Xiang:2, Liu, Qishuo:2, Liu, Ting:2, Pei, Huanchang:2
1:South China Normal University (China (People's Republic of China)), 2:Peking University (China (People's Republic of China))

Interpersonal conflict, a significant job stressor, might contribute to many negative outcomes in organizations, especially for service industry. This research aims to investigate the relationship between interpersonal conflict and service sabotage behaviors, as well as the moderating effect of the emotional intelligence on this relationship. In this research, eighty call center employees from a business bank were recruited to complete a daily survey for three days, recording employees' interpersonal conflicts with their supervisors and colleagues and their service sabotage behaviors during the work. The results indicated that: 1) Service employees' interpersonal conflicts positively predicted service sabotage behaviors. 2) Employee's emotional intelligence moderated the relationship between interpersonal conflict and service sabotage behaviors. Specifically, there seemed the predictive power between interpersonal conflict and service sabotage behaviors was stronger when the level of employee's emotional intelligence was higher. Besides, the significances and implications for conflict management were discussed in this research.
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