When and how employees cross the line for the job in hospitality firms

The extant studies on workload are replete with outcomes such as job stress and employee burnout as a result of disproportionate job demands and job resources. However, the literature is silent on whether employees may even break rules to achieve job efficiency, especially when they secure support from their coworkers to such behaviors. This study proposes that a high workload can trigger employees' pro-job rule breaking behaviors, which eventually may lead to their engagement in unethical pro-self behaviors (UPSB). Furthermore, based on the influence of workplace social descriptive norms, employees' propensity to engage in pro-job rule breaking behaviors is enhanced. The research hypotheses were supported by two multi-wave and multi-source independent studies by drawing data from customer service personnel in two hotel chains. The theoretical contributions and managerial implications are discussed.