Harris, Lloyd C. and Ogbonna, Emmanuel (2011) Motives for service sabotage: an empirical study of front-line workers. In: 16th InternationalConference on Recent Advances in Retailing and Services Science, Ontario, Canada, 2009. Published in: Service Industries Journal pp. 1-20.

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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:	Conference Item (Paper)
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Social Sciences > Warwick Business School > Marketing & Strategic Management Faculty of Social Sciences > Warwick Business School
Journal or Publication Title:	Service Industries Journal
Publisher:	Taylor & Francis Ltd.
ISSN:	0264-2069
Date:	2011
Number of Pages:	20
Page Range:	pp. 1-20
Identification Number:	10.1080/02642069.2011.582496
Status:	Peer Reviewed
Publication Status:	Published
Access rights to Published version:	Restricted or Subscription Access
Conference Paper Type:	Paper
Title of Event:	16th InternationalConference on Recent Advances in Retailing and Services Science
Type of Event:	Conference
Location of Event:	Ontario, Canada
Date(s) of Event:	2009
URI:	http://wrap.warwick.ac.uk/id/eprint/43663

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