The Library
Motives for service sabotage : an empirical study of front-line workers
Tools
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, Volume 32 (Number 13). pp. 2027-2046. doi:10.1080/02642069.2011.582496 ISSN 0264-2069.
Research output not available from this repository.
Request-a-Copy directly from author or use local Library Get it For Me service.
Official URL: http://dx.doi.org/10.1080/02642069.2011.582496
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 | ||||
Official Date: | 2011 | ||||
Dates: |
|
||||
Volume: | Volume 32 | ||||
Number: | Number 13 | ||||
Number of Pages: | 20 | ||||
Page Range: | pp. 2027-2046 | ||||
DOI: | 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 |
Request changes or add full text files to a record
Repository staff actions (login required)
View Item |