Home > Research > Publications & Outputs > The Effect of Moral Identity Internalization an...

Research

Electronic data

  • HR2

    Accepted author manuscript, 428 KB, PDF document

    Available under license: CC BY: Creative Commons Attribution 4.0 International License

View graph of relations

The Effect of Moral Identity Internalization and Self-Determined Regulation in the Suppression of Deviant Service Behaviours

Research output: Contribution to conference - Without ISBN/ISSN › Conference paper › peer-review

Forthcoming

Standard

The Effect of Moral Identity Internalization and Self-Determined Regulation in the Suppression of Deviant Service Behaviours. / Martin, Felix; Gadalla, Eman.
2025. Paper presented at Frontiers in Service 2025, Montreal, Canada.

Research output: Contribution to conference - Without ISBN/ISSN › Conference paper › peer-review

Harvard

Martin, F & Gadalla, E 2025, 'The Effect of Moral Identity Internalization and Self-Determined Regulation in the Suppression of Deviant Service Behaviours', Paper presented at Frontiers in Service 2025, Montreal, Canada, 17/07/25 - 22/07/25.

APA

Martin, F., & Gadalla, E. (in press). The Effect of Moral Identity Internalization and Self-Determined Regulation in the Suppression of Deviant Service Behaviours. Paper presented at Frontiers in Service 2025, Montreal, Canada.

Vancouver

Martin F, Gadalla E. The Effect of Moral Identity Internalization and Self-Determined Regulation in the Suppression of Deviant Service Behaviours. 2025. Paper presented at Frontiers in Service 2025, Montreal, Canada.

Author

Martin, Felix ; Gadalla, Eman. / The Effect of Moral Identity Internalization and Self-Determined Regulation in the Suppression of Deviant Service Behaviours. Paper presented at Frontiers in Service 2025, Montreal, Canada.

Bibtex

@conference{f06b6183093745649c928310bcecd1bf,
title = "The Effect of Moral Identity Internalization and Self-Determined Regulation in the Suppression of Deviant Service Behaviours",
abstract = "The frontline service employee-customer relationship is crucial for organizational success. Given the inherent unpredictability of service encounters, employees must internalize organizational standards through strong moral and motivational dispositions, reinforced by effective leadership. We demonstrate that deficiencies in these areas increase deviant service behaviors that harm customer relationships and organizational goals. Specifically, we investigate Service Sabotage (actions that undermine customer relationships) and Deviant Service Adaptation (DSA; excessive discretionary action that undermines business objectives). Our findings reveal that moral identity internalization mitigates Service Sabotage, while both moral identity internalization and self-determination theory (SDT) mitigate DSA. Ethical leadership strengthens the impact of moral identity internalization on Service Sabotage but has mixed effects on DSA. We also explore the mediating mechanisms of SDT within the service encounter. ",
author = "Felix Martin and Eman Gadalla",
year = "2025",
month = feb,
day = "11",
language = "English",
note = "Frontiers in Service 2025 ; Conference date: 17-07-2025 Through 22-07-2025",
url = "https://frontiers2025.exordo.com",

}

RIS

TY - CONF

T1 - The Effect of Moral Identity Internalization and Self-Determined Regulation in the Suppression of Deviant Service Behaviours

AU - Martin, Felix

AU - Gadalla, Eman

PY - 2025/2/11

Y1 - 2025/2/11

N2 - The frontline service employee-customer relationship is crucial for organizational success. Given the inherent unpredictability of service encounters, employees must internalize organizational standards through strong moral and motivational dispositions, reinforced by effective leadership. We demonstrate that deficiencies in these areas increase deviant service behaviors that harm customer relationships and organizational goals. Specifically, we investigate Service Sabotage (actions that undermine customer relationships) and Deviant Service Adaptation (DSA; excessive discretionary action that undermines business objectives). Our findings reveal that moral identity internalization mitigates Service Sabotage, while both moral identity internalization and self-determination theory (SDT) mitigate DSA. Ethical leadership strengthens the impact of moral identity internalization on Service Sabotage but has mixed effects on DSA. We also explore the mediating mechanisms of SDT within the service encounter.

AB - The frontline service employee-customer relationship is crucial for organizational success. Given the inherent unpredictability of service encounters, employees must internalize organizational standards through strong moral and motivational dispositions, reinforced by effective leadership. We demonstrate that deficiencies in these areas increase deviant service behaviors that harm customer relationships and organizational goals. Specifically, we investigate Service Sabotage (actions that undermine customer relationships) and Deviant Service Adaptation (DSA; excessive discretionary action that undermines business objectives). Our findings reveal that moral identity internalization mitigates Service Sabotage, while both moral identity internalization and self-determination theory (SDT) mitigate DSA. Ethical leadership strengthens the impact of moral identity internalization on Service Sabotage but has mixed effects on DSA. We also explore the mediating mechanisms of SDT within the service encounter.

M3 - Conference paper

T2 - Frontiers in Service 2025

Y2 - 17 July 2025 through 22 July 2025

ER -