Exploring Service Sabotage
Abstract
The attitudes and behaviors of frontline, customer-contact service providers are a significant factor in customers’ perceptions and interpretations of service encounters. To date, research into service quality and customer satisfaction has overlooked evidence that suggests that such employees intentionally act in a variety of deviant, counterproductive ways. The aims of this study are first to explore, describe, and classify such behaviors and...
Paper Details
Title
Exploring Service Sabotage
Published Date
Feb 1, 2002
Journal
Volume
4
Issue
3
Pages
163 - 183
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Notes
History