The relationship between illegitimate tasks and service sabotage: an investigation of emotional energy and psychological resilience

Purpose This study aims to investigate how and when illegitimate tasks influence hospitality employees’ service sabotage. Drawing on conservation of resources theory, the authors specifically examine the mediating role of emotional energy and the moderating role of psychological resilience. Design/methodology/approach In a three-wave survey, data were collected from 347 hospitality employees at five hotels in China. The authors applied Hayes’ PROCESS macro to analyze the data. Findings Results reveal that illegitimate tasks deplete employees’ emotional energy, thereby increasing their likelihood of engaging in service sabotage. Additionally, psychological resilience can mitigate the adverse effects of illegitimate tasks on employees’ emotional energy. Practical implications These findings offer valuable implications for hospitality managers aiming to promote healthy and sustainable employee–customer interactions. Originality/value This study provides important evidence regarding the detrimental effects of illegitimate tasks within the hotel industry context and enhances the understanding of the role of resources, particularly specific forms of emotional resources, in transmitting the impact of illegitimate tasks on hospitality employees’ job-related outcomes.