Psychological Entitlement and Behavioral Outcomes: An Integrated Model in Beijing's Service Sector

Ji Yafei

doi:10.56982/dream.v3i10.272

Authors

Ji Yafei City University, Kuala Lumpur, Malaysia

DOI:

https://doi.org/10.56982/dream.v3i10.272

Keywords:

psychological entitlement, service sector, employee behavior, organizational performance

Abstract

This paper explores the relationship between psychological entitlement and various behavioral outcomes, including job performance, turnover intentions, and interpersonal conflict, within Beijing’s service sector. The study proposes an integrated model that examines entitlement as a key factor influencing these outcomes, with potential mediating variables such as job satisfaction and moderating factors like organizational culture. The framework highlights how entitlement-driven attitudes can negatively impact employee behavior and organizational performance, particularly in high-stress service environments. The paper also suggests future empirical research to test the model across different service industries in urban centers and emphasizes the need for longitudinal studies to understand the long-term effects of psychological entitlement on employee behavior. This interdisciplinary approach offers valuable insights for managing entitlement perceptions and improving workplace dynamics.

Downloads

Download data is not yet available.

Metrics

Metrics Loading ...

References

Barclay, L. J., Skarlicki, D. P., & Pugh, S. D. (2017). Exploring the role of entitlement in the relationship between justice and retaliation. Journal of Business Ethics, 146(2), 489-501. https://doi.org/10.1007/s10551-015-2919-0

Bedi, A. (2021). A meta-analytic review of the outcomes of workplace entitlement. Journal of Organizational Behavior, 42(6), 843-861. https://doi.org/10.1002/job.2500 DOI: https://doi.org/10.1002/job.2500

Byrne, Z. S., Miller, B. K., & Pitts, V. E. (2017). Trait entitlement and perceived favorability of human resource practices in the prediction of job satisfaction. Personality and Individual Differences, 105, 127-132. https://doi.org/10.1016/j.paid.2016.09.041 DOI: https://doi.org/10.1016/j.paid.2016.09.041

Campbell, W. K., Bonacci, A. M., Shelton, J., Exline, J. J., & Bushman, B. J. (2011). Psychological entitlement: Interpersonal consequences and validation of a self-report measure. Journal of Personality Assessment, 83(1), 29-45. https://doi.org/10.1207/S15327752JPA8301_04

Campbell, W. K., Bonacci, A. M., Shelton, J., Exline, J. J., & Bushman, B. J. (2004). Psychological entitlement: Interpersonal consequences and validation of a self-report measure. Journal of Personality Assessment, 83(1), 29-45. https://doi.org/10.1207/s15327752jpa8301_04 DOI: https://doi.org/10.1207/s15327752jpa8301_04

Chen, Y. (2020). Psychological entitlement and workplace outcomes: A study of customer service employees in China. Journal of Applied Psychology in China, 12(1), 43-55. https://doi.org/10.1007/s10869-020-09680-6

Cohen-Charash, Y., & Mueller, J. S. (2007). Does perceived unfairness exacerbate or mitigate interpersonal counterproductive work behaviors related to envy? Journal of Applied Psychology, 92(3), 666-680. https://doi.org/10.1037/0021-9010.92.3.666 DOI: https://doi.org/10.1037/0021-9010.92.3.666

Dweck, C. S. (2006). Mindset: The new psychology of success. Random House.

Erdogan, B., Bauer, T. N., & Taylor, S. (2015). Management practices and the psychological contract in China: A model of work-related attitudes and behaviors. International Journal of Human Resource Management, 26(18), 2365-2384. https://doi.org/10.1080/09585192.2015.1079166

Fehr, R., Fulmer, A., Awtrey, E., & Miller, J. A. (2017). The grateful workplace: A multilevel model of gratitude in organizations. Academy of Management Review, 42(2), 361-381. https://doi.org/10.5465/amr.2014.0374 DOI: https://doi.org/10.5465/amr.2014.0374

Fisk, G. M. (2010). “I want it all and I want it now!”: An examination of the etiology, expression, and escalation of excessive employee entitlement. Human Resource Management Review, 20(2), 102-114. https://doi.org/10.1016/j.hrmr.2009.11.001 DOI: https://doi.org/10.1016/j.hrmr.2009.11.001

Gelfand, M. J., Leslie, L. M., Keller, K. M., & de Dreu, C. K. (2017). Culture and group decision making: Toward a multilevel framework. Journal of Organizational Behavior, 38(3), 305-319. https://doi.org/10.1002/job.2152 DOI: https://doi.org/10.1002/job.2152

Grijalva, E., & Harms, P. D. (2014). Narcissism: An integrative synthesis and dominance complementarity model. Academy of Management Perspectives, 28(2), 108-127. https://doi.org/10.5465/amp.2012.0048 DOI: https://doi.org/10.5465/amp.2012.0048

Grijalva, E., & Newman, D. A. (2015). Narcissism and counterproductive work behavior (CWB): Meta-analysis and consideration of collectivist culture, big five personality, and narcissism's facet structure. Applied Psychology, 64(1), 93-126. https://doi.org/10.1111/apps.12025 DOI: https://doi.org/10.1111/apps.12025

Grubbs, J. B., & Exline, J. J. (2016). Trait entitlement: A cognitive-personality source of vulnerability to psychological distress. Psychological Bulletin, 142(11), 1204-1226. https://doi.org/10.1037/bul0000063 DOI: https://doi.org/10.1037/bul0000063

Harvey, P., & Martinko, M. J. (2009). An empirical examination of the role of attributions in psychological entitlement and its outcomes. Journal of Organizational Behavior, 30(4), 459-476. https://doi.org/10.1002/job.549 DOI: https://doi.org/10.1002/job.549

Harvey, P., & Harris, R. B. (2010). Frustration-based outcomes of entitlement and the influence of supervisor communication. Human Relations, 63(11), 1639-1660. https://doi.org/10.1177/0018726710362923

Harvey, P., & Harris, K. J. (2010). Frustration-based outcomes of entitlement and the influence of supervisor communication. Human Relations, 63(11), 1639-1660. https://doi.org/10.1177/0018726710362923 DOI: https://doi.org/10.1177/0018726710362923

Hoch, J. E., Bommer, W. H., Dulebohn, J. H., & Wu, D. (2018). Do ethical, authentic, and servant leadership explain variance above and beyond transformational leadership? A meta-analysis. Journal of Management, 44(2), 501-529. https://doi.org/10.1177/0149206316665461 DOI: https://doi.org/10.1177/0149206316665461

Kim, H. L., Park, J., & Liu, Y. (2021). Reducing psychological entitlement through feedback and goal-setting: Evidence from service organizations. International Journal of Human Resource Management, 32(10), 2053-2071. https://doi.org/10.1080/09585192.2020.1772080

Liu, X., & Zhang, J. (2021). Employee well-being and job performance in Beijing's service sector: The role of psychological entitlement. Asian Business & Management, 20(3), 381-398. https://doi.org/10.1057/s41291-021-00125-3

Mao, H., Chiang, J., & Lan, H. (2020). Employee psychological entitlement and its effects on job performance and job satisfaction: Mediating roles of emotional exhaustion and work engagement. International Journal of Hospitality Management, 88, 102393. https://doi.org/10.1016/j.ijhm.2020.102393

Miller, D. (2019). The dynamics of teamwork and collaboration in organizational settings. Harper Business Review.

Morf, C. C., & Rhodewalt, F. (2001). Unraveling the paradoxes of narcissism: A dynamic self-regulatory processing model. Psychological Inquiry, 12(4), 177-196. DOI: https://doi.org/10.1207/S15327965PLI1204_1

Naumann, S. E., Minsky, B. D., & Sturman, M. C. (2018). The relationship between entitlement and job outcomes: A meta-analysis. Journal of Vocational Behavior, 107, 109-122. https://doi.org/10.1016/j.jvb.2018.05.003 DOI: https://doi.org/10.1016/j.jvb.2018.05.003

Naumann, S. E., Minsky, B. D., & Sturman, M. C. (2020). The impact of psychological entitlement on work outcomes: Exploring the role of perceived organizational justice. Journal of Organizational Behavior, 41(6), 561-575. https://doi.org/10.1002/job.2437 DOI: https://doi.org/10.1002/job.2437

Ng, K. Y., Ang, S., & Chan, K. Y. (2014). Psychological ownership and its impacts on psychological entitlement and job satisfaction. Journal of Organizational Behavior, 35(2), 172-195. https://doi.org/10.1002/job.1890 DOI: https://doi.org/10.1002/job.1890

Ng, T. W., Yam, K. C., & Aguinis, H. (2014). Employee perceptions of corporate social responsibility: Effects on pride, embeddedness, and turnover intentions. Personnel Psychology, 67(3), 731-763. https://doi.org/10.1111/peps.12056 DOI: https://doi.org/10.1111/peps.12056

Twenge, J. M., & Campbell, W. K. (2009). The narcissism epidemic: Living in the age of entitlement. Simon and Schuster.

Vigoda-Gadot, E., & Talmud, I. (2010). Entitlement, satisfaction, and performance: The role of social comparisons in organizational justice. European Journal of Work and Organizational Psychology, 19(4), 578-601. https://doi.org/10.1080/13594320902996399

Wang, H., Li, P., & Sun, Y. (2021). The impact of job stress on service quality in Beijing’s hospitality industry. Tourism Management, 52, 209-218. https://doi.org/10.1016/j.tourman.2021.104235

Wright, T. A., & Cropanzano, R. (2019). The impact of psychological entitlement on employee well-being and performance. Journal of Applied Psychology, 104(4), 583-594. https://doi.org/10.1037/apl0000356 DOI: https://doi.org/10.1037/apl0000356

Xiong, L., Xie, C., & Tan, J. (2020). Psychological entitlement and customer-oriented behaviors in hospitality: Exploring the mediating role of burnout. Journal of Hospitality & Tourism Research, 44(3), 406-429. https://doi.org/10.1177/1096348020919475

Xu, X., & Li, C. (2020). The moderating role of leadership style on psychological entitlement and workplace outcomes. Leadership & Organization Development Journal, 41(6), 823-835. https://doi.org/10.1108/LODJ-09-2019-0384

Zitek, E. M., & Jordan, A. H. (2016). Psychological entitlement predicts failure to follow instructions. Social Psychological and Personality Science, 7(3), 313-320. https://doi.org/10.1177/1948550615604456

Zhang, W., & Liu, L. (2022). Beijing’s service sector and economic transformation: A macroeconomic analysis. Journal of Economic Policy in China, 27(4), 259-272. https://doi.org/10.1080/1056840020120319

Zhang, L., Deng, Y., & Wang, D. (2018). The influence of organizational culture on job satisfaction and performance in the hospitality industry. Tourism Management, 70, 157-169. https://doi.org/10.1016/j.tourman.2018.07.010 DOI: https://doi.org/10.1016/j.tourman.2018.07.010

Zitek, E. M., & Jordan, A. H. (2021). Psychological entitlement predicts poorer performance in team contexts. Journal of Applied Psychology, 106(6), 886-897. https://doi.org/10.1037/apl0000845 DOI: https://doi.org/10.1037/apl0000845

Zitek, E. M., Jordan, A. H., Monin, B., & Leach, F. R. (2010). Victim entitlement to behave selfishly. Journal of Personality and Social Psychology, 98(2), 245-255. https://doi.org/10.1037/a0017168 DOI: https://doi.org/10.1037/a0017168