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

Harris, Lloyd Cameron and Ogbonna, Emmanuel Okechukwu ORCID: https://orcid.org/0000-0002-9742-1535 2012. Motives for service sabotage: an empirical study of front-line workers. Service Industries Journal 32 (13) , pp. 2027-2046. 10.1080/02642069.2011.582496

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Abstract

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.

Item Type:	Article
Date Type:	Publication
Status:	Published
Schools:	Business (Including Economics)
Subjects:	H Social Sciences > H Social Sciences (General)
Publisher:	Taylor and Francis
ISSN:	0264-2069
Date of Acceptance:	14 April 2011
Last Modified:	27 Oct 2022 08:25
URI:	https://orca.cardiff.ac.uk/id/eprint/62236

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