Deviant service behaviour: coming soon to a theatre near you?

Deviant service behaviour (DSB) is examined among employees of a cinema chain in the Netherlands. Behaviours that were reported in interviews with 47 employees of one theatre were phrased as items and were used in a survey conducted in three other theatres of the same chain (n = 115). Virtually all employees reported some DSB, but overall the frequency of incidence was low. Younger employees and those who had a negative attitude towards...