The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
Exploring Service Sabotage: The Antecedents, Types and Consequences of Frontline, Deviant, Antiservice Behaviors
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 second to model the antecedents and consequences of such actions. Existing studies and field interviews are used to forward the notion of “service sabotage”, denoting organizational member behaviors that are intentionally designed negatively to affect service. Data reveal that more than 90% of all informants accept that service sabotage is an everyday occurrence in their organization. A typology of service sabotage behaviors is forwarded and a range of antecedents and consequences proposed. The article concludes with a series of implications.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
The Discovery of Grounded Theory; Strategies for Qualitative Research
Glaser, B. G., Strauss, A. L., & Strutzel, E. (1968) · Nursing Research · doi:10.1097/00006199-196807000-00014 · Cited by 39,449
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
An Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
Tightening the Iron Cage: Concertive Control in Self-Managing Teams
Barker, J. R. (1993) · Administrative Science Quarterly · doi:10.2307/2393374 · Cited by 2,305
Macrocultures: Determinants and Consequences
Abrahamson, E., & Fombrun, C. J. (1994) · The Academy of Management Review · doi:10.5465/amr.1994.9412190217 · Cited by 444
SERV*OR: A managerial measure of organizational service orientation
Lytle, R. S., Hom, P. W., & Mokwa, M. P. (1998) · Journal of Retailing · doi:10.1016/s0022-4359(99)80104-3 · Cited by 402
Cited by
Customer experience creation: Determinants, dynamics and management strategies
Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009) · Journal of Retailing · doi:10.1016/j.jretai.2008.11.001 · Cited by 3,140
“Service Encounter 2.0”: An investigation into the roles of technology, employees and customers
Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., Wünderlich, N. V., & De Keyser, A. (2017) · Journal of Business Research · doi:10.1016/j.jbusres.2017.03.008 · Cited by 779
Servicescape and loyalty intentions: an empirical investigation
Harris, L. C., & Ezeh, C. (2008) · European Journal of Marketing · doi:10.1108/03090560810852995 · Cited by 361
Self-citationNon-Compliant Work Behaviour in Purchasing: An Exploration of Reasons Behind Maverick Buying
Karjalainen, K., Kemppainen, K., & van Raaij, E. M. (2009) · Journal of Business Ethics · doi:10.1007/s10551-008-9768-2 · Cited by 97
Metadata
- Authors
- Harris, L. C., & Ogbonna, E.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2002-02
- Volume
- 4
- Issue
- 3
- Pages
- 163-183
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2152715164
- Cited by
- 333
- References
- 7
- FWCI
- 7.29
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
