Motives for service sabotage: an empirical study of front-line workers

Autor:	Lloyd C. Harris, Emmanuel Okechukwu Ogbonna
Rok vydání:	2012
Předmět:	Service (business) Empirical research Conceptualization Work (electrical) business.industry Management of Technology and Innovation Strategy and Management Front line Public relations business Tertiary sector of the economy
Zdroj:	The Service Industries Journal. 32:2027-2046
ISSN:	1743-9507 0264-2069
DOI:	10.1080/02642069.2011.582496
Popis:	Although researchers have called for a greater understanding of front-line employee behaviour during service encounters, few studies have been directed at the topic of service sabotage in general, and at the motives of such behaviours in particular. This paper presents systematic empirical insights into the motives of employee sabotage in the service sector. The evidence suggests varying motives for forms of service sabotage ranging from the benign, to the recalcitrant, to the, significantly less common, malicious. The findings of the study indicate the necessity for studies of employee work-based behaviours to incorporate a more complex but more comprehensive conceptualization of employee motivations for both sabotage and resistance-related activities.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::e96579b08a349a92687573b3b6214f09 https://doi.org/10.1080/02642069.2011.582496 Zobrazit plný text záznamu Plný text ve formátu PDF Plný text ve formátu HTML
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