An exploratory study into deviate behaviour in the service encounter : how and why front-line employees engage in deviant behaviour

This article discusses the findings of an exploratory study into the nature and influencing factors of front-line employee deviant behaviour in service encounters in two hospitality industries. A dual perspective approach was used that involved employees and customer perceptions. Interviews were conducted with service managers and front-line employees from hospitality and adventure tourism organizations in New Zealand. Data from customers...