The Relationships among Role Conflict, Counterproductive Work Behavior, Perceived Organizational Support and Emotional Exhaustion of Hospitality Industry in Taiwan

Abstract

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Counterproductive work behavior (CWB) is a significant concern in the hospitality industry. This research aims to explore its relationship with role conflict and the mediating role of emotional exhaustion. We surveyed 250 Taiwanese hospitality employees to provide a comprehensive understanding. The study revealed a positive correlation between role conflict and CWB, highlighting its impact on employees' job attitudes. Emotional exhaustion mediated this relationship, amplifying the link between role conflict and CWB. Perceived organizational support (POS) moderates these effects, suggesting strategies to mitigate CWB in this sector. This study applied the quantitative method. Four scales were included in the questionnaire and were delivered to the hospitality employees which were the 8-item role conflict scale, the 5-item emotional exhaustion scale, the 8-item POS scale, and the 10-item CWB scale. After testing the validity and reliability, it is able to analyze these data through statistical processes including Pearson correlation and hierarchical regression analysis, in order to check whether the five hypotheses applied in this study were significantly supported or not. In conclusion, conclusions and recommendations were provided to help the organization and employees; these findings contribute to understanding and managing CWB in hospitality, emphasizing emotional exhaustion as a crucial mediator.