The impact of performance pressure on service sabotage behavior: Evidence from food delivery workers in China

Abstract

Drawing on Conservation of Resources (COR) theory, this paper aims to investigate the impact of performance pressure on workers’ service sabotage behavior in the food delivery industry. Additionally, the study explores the mediating role of emotional exhaustion and the moderating roles of psychological capital and organizational support. Data from 339 workers across the two largest food delivery platforms in China were collected to validate the theoretical framework. The empirical results reveal a positive correlation between performance pressure and service sabotage behavior among food delivery workers, and emotional exhaustion was found to fully mediate the relationship. Psychological capital and perceived organizational support were identified as having negative moderating effects on the relationship between performance pressure and emotional exhaustion, respectively. Furthermore, the indirect relationship between performance pressure and service sabotage through emotional exhaustion was found more stronger when food delivery workers exhibit low levels of psychological capital and perceived organizational support. These findings emphasize the significance of addressing performance pressure in the management of delivery workers. The study advocates for the establishment of scientifically defined goals to mitigate the adverse effects on service employee behavior.