关键词: 主管不文明行为,顾客不文明行为,服务破坏行为,道德推脱,道德认同

Abstract: From the perspective of moral cognition, this paper explores the action mechanism of uncivilized behaviors of both supervisors and customers on the sabotage of employee’s service respectively. Through a two-stage paired survey of 216 employees and supervisors, it is found that the uncivilized behaviors of both the supervisors and the customers can all impact the sabotage of employee’s services significantly and positively, that moral disengagement can play an intermediary role in the relationship between the uncivilized behaviors of both the supervisors and the customers and the sabotage behaviors on employee’s service, and that the moral identify can not only positively regulate the relationship between customers’ uncivilized behaviors and moral disengagement, but also positively regulate the intervening mechanism of customers’ uncivilized behaviors-moral disengagement-service sabotage. The conclusion of this study can provide some theoretical references for the service enterprises to management and intervene the uncivilized behaviors.

Key words: supervisor’s uncivilized behaviors; customer’s uncivilized behaviors; service sabotage; moral disengagement; moral identify