Harris and Ogbonna (2002)提出服務破壞的概念後，服務破壞之研究多以質性研究為主，至今驗證性的實證研究卻尚未發展足夠。而先前的研究證實，服務破壞會受到情緒勞務影響，但並無研究探討服務導向是否會因情緒勞務而影響服務破壞行為，因此，本研究以服務導向與情緒勞務探討服務破壞之影響。研究將服務導向分為「關注顧客」、「組織支持」與「壓力之下的服務」；情緒勞務分為「情緒失調」與「情緒努力」，研究針對219位餐飲服務人員，利用線性結構模式(SEM)發現，關注顧客與組織支持會正向影響情緒努力，而降低服務破壞行為。壓力之下的服務會負向影響情緒努力，而提高服務破壞行為的頻率。本研究之結果可以提供餐飲管理人員對服務人員之教育訓練，改進服務人員情緒負擔程度，降低服務破壞的頻率。 Harris and Ogbonna proposed the concept of services sabotage. Previous study mostly devoted to understand how employees engage in service sabotage through quantitative researches. To date, research into service sabotage is limited to descriptive research in this area. Much empirical study has yet to be done. This study aims to investigate how service orientation influences on service sabotage through a mediating effect of emotional labor.This study used questionnaires to collect data from 219 restaurant employees. Structural equation modeling (SEM) was employed to examine the proposed model, as well as to test the hypotheses. The results found that customer focus and organization support has a positive effect on emotional effort and decrease employee service sabotage behavior. In contrast to, service under pressure has negative effect on emotional effort and increase employees service sabotage behavior. The results could be used in helping hospitality management strategies which would improve employees’ emotional labor display and decrease service sabotage behavior.
